Module 1

Module 1

Graphical / Geographical Planning

Innosoft Resource Planning is a comprehensive tool for the planning and supervision of projects, assignments, and resources. The system provides a clear graphical representation of the personnel and machine planning and – combined with the module GeoMap – also allows the ideal planning of routes.

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Module 3

Module 3

Mobile Field Service

The Innosoft Mobile Field Service is the optimal support for field representatives at work. By means of the direct feedback of the assignment data (times, spare parts, travel expenses, assembly reports etc.) right after completion of the services on site the service assignments can promptly be processed further  and approved for invoicing in the head office.

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Module 4

Module 4

Project Management

When it comes to the planning and implementation of complex projects in the sector of machinery and plant engineering, Innosoft Project Management is the ideal tool for the graphical scheduling and capacity control, from the construction to the manufacture and the assembly. In addition, the always up-to-date overview of the order workflow and the capacity requirements in each area facilitates the creation of the annual business plan.

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Module 2

Module 2

Customer Relationship Management / Helpdesk

The Innosoft Customer Relationship Management functions as a perfect interface between company and customer. With the complete customer and machine history all relevant data are available at any time and can be prepared for sophisticated analysis and marketing purposes quickly and easily.

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Articles

Customer Relationship Management

The Innosoft Customer Relationship Management (CRM) is the interface between customer and company. Here incoming inquiries, faults or orders are received and processed until completion. The information (procedures) is forwarded via the network to the respective departments, such as e.g. materials management, construction department, sales and service. In an intelligently used customer relationship management a complaint can become the basis for a sales talk or a construction improvement.

Functions

  • overview of all procedures, assignments, receipts, proposals, invoices, documents
  • variable and predefined workflow
  • integration of involved departments
  • filing and allocation of documents and reports
  • procedures, Open Points (sub-procedures) and to-do list
  • resubmission / duration of the order processing
  • CRM functions
  • coding of faults with referencing
  • helpdesk function
  • ticket system in the Web

Benefits

  • well-informed interlocutor during customer calls
  • information pool for sales and construction
  • fault analysis
  • teleservice possible via interconnection with partner product
  • machine and customer history
  • status tracking at all time

Machine / customer historyAlready during a callthe processor / hotliner can see all previous occurrences related to the customer and/or the product. Hence the processor immediately gets an overview and therefore is a well-informed interlocutor for the customer. The order tracking of articles and assemblies is also possible, since not only the parts number but also the serial and batch number can be allocated to the articles. A special feature is the possibility to map complex installations which consist of several machines.

Hotline: Complaints are unpleasant for the customer as well as for the service employee, who usually has to deal with an irritated customer. Considering that 75 % of the customers do not know who is responsible for a complaint, then it is quite easy to understand the importance of a contact point for both sides.

Integration: One precondition for the successful complaints‘ processing is the integration into existing sales-, construction- and service processes. This way the program is integrated into the order processing and the materials management.

Documentation: All documents which are related to the order or the fault, such as reports, forms, receipts, proposals or letters, are being archived and allocated to the machines and procedures.

Workflow: The program has a gradual structure. All complaints which have not been solved in the first talk are forwarded to experts of the specialist departments. The individual operations (steps) which have already been made for the initiated and the current processing status can be seen at all time.

Resubmission: All not yet completed procedures and Open Points are indicated in the resubmission. Missed deadlines are denoted red.

CRM functionality: From the registration of trade fair contacts and their evaluation via targeted serial mails up to the campaign management.

Helpdesk function: Your call center will be disburdened of trifles due to the possibilities of the autonomous fault search and fault removal. The employee can support the customer with this functionality more easily. With the help of statistic evaluations the occurring faults and their removal can be made visible more easily and the faults can potentially be removed already in the construction phase.

Serial faults: If a serial fault isspotted, then a procedure (ticket) for all affected products can be generated automatically.

Ticket system in the Web: Customers can online register faults directly in the system via a browser-based application and they can call up the current processing status. The affected machine can already be selected during the creation of a new ticket.