Solutions

EXXACON has successfully designed and developed a tool which solved the gap between the company's processes and SAP CRM standard functionality. This tool allows our client to make and manage Service appointments in more than 200 service location across Argentina through different channels. In this way a service appointment can be scheduled by Phone, Web or personally in the service location in a very intuitive way, similar to registering an appointment in Outlook.

This tool provides full visibility of the whole working schedule specific for each service group or location.

On the other hand the solution alerts each customer that has scheduled an appointment not only by mail but also by SMS two hours before the reservation time (configurable).

The whole process can be adapted and scalable to every client requirement, allowing the customizing of different validations, notifications, parties involved, status management, service days and hours according to a specific calendar for every service team or location, etc.

EXXACON has successfully designed and developed a tool which process was not possible to map with the SAP CRM standard functionality. This tool allows our client to alert by mail to the different managers of Resolution groups up to 5 different levels according to the multi-level categorization selected in the Service Orders (i.e. complaint, consult, and request management).

Every level of escalation has its own service level agreement (internal and external) and if the Service Orders are not solved according to those SLAs a different escalation process takes place alerting every next level superior of the responsible employee.