Managed Maintenance, Inc., which provides contract management process optimization solutions, has added a Customer Service Request management module to its ONEview contract management web portal.
The CSR module helps resellers, distributors, systems integrators and OEMs facilitate communication with customers and improve the efficiency of service request processing.

When an online service request is submitted, the CSR module tracks the status of the request every step of the way during processing, from origination through completion. It also automatically records, time and date stamps every communication between the end user and the vendor related to each request.

"We created the CSR module based on client feedback and requests for enhancing our existing platform to make it even more robust and full featured to address specific customer service challenges they face every day," said Tina Lux-Boim, president of MMI. "The CSR module now enables them to efficiently handle huge volumes of requests and ensure timely processing, which not only makes their customers happy, but it streamlines their billing cycles, as well."

With the CSR module, an end user can enter a request and set the priority level for virtually any kind of service: getting a quote, revising a quote or contract, adding, changing, upgrading or removing equipment, relocating equipment to a new location or changing system configurations. The CSR module automatically notifies everyone associated with the account via e-mail.

Using the new module, users can copy old requests to new ones and link multiple requests to an original request or project. Any number of files and documents related to the request can be attached at any point during processing, such as quotes, revisions, contracts, purchase orders, configuration information and any kind of backup documentation. The CSR module automatically stores a copy of everything on the central server.

The new module is part of the ONEview portal, a hosted software-as-a-service that provides a real-time view of all customer contract information along with reporting tools and a notification system that alerts customers to expiring contracts and product lifecycles.

More info: www.managedmaint.com