Making the "Case" for Service
Cases are used to track and manage the progression of things like customer service issues, applications, or quite often, jobs that move through a service department. Tracking service requests with cases provides an ongoing history of the jobs you have done, along with any communications or documents related to a given job.
You can also use the built-in Sage CRM workflow engine to control how these cases - or jobs, or tickets, or whatever you would like to call them - move through the organization.
Sage CRM is "Equipped" for the Job
Within an individual Sage CRM company, you can enable an equipment tab which contains a listing of all the equipment associated with that particular company. You can then go into an individual record and see a profile of the equipment as well as all associated service records.
In the video example, the service department also produces Job Sheets and schedules their technicians. Any of these projects that use Cases functionality in Sage CRM are great because it links the activities of another department in with the rest of the company and gives all users across the company a much more complete view of what's going on.
[Video] Sage CRM for Service and Equipment Management
Guest Blog Post by DCAA
This article was provided by Dan Cousins & Associates Inc. (DCAA). Since 2004, DCAA has focused exclusively on managing Sage CRM projects. In addition to providing implementation, training, consulting and support, they are development partners for Sage CRM.