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Opera 3 Service & Helpdesk Management
Reliable, streamlined communications
Opera 3 Service Management is designed to maintain and renew maintenance contracts with customers. Working with Opera 3 CRM and Sales Order Processing, Service Management can provide end-to-end service and maintenance management, from Quote, Order and Delivery through to Installation, Contract, Service, Breakdown and Billing.
The contract information includes value, equipment covered, billing periods and renewal date. You can also log all activities against a contract, such as site visits and Helpdesk calls, so that you have a complete picture of the contract, all in one place.
Why use Pegasus Opera 3 service management?
Service Level Agreement (SLA) call monitoring and engineer scheduling
Skills Matching, Service Areas and Fault Analysis, with comprehensive reporting capability
Contracts, Period Renewal Billing, Pro Rata Charging, Planned Maintenance
Equipment (Assets) Components, Variable Service Types, Warranty and Loan Equipment
Time, Expense and Parts Recording and Billing
Installation Projects and Scheduling
User-defined fields: add your own data and terminology to key forms
Complaints, problems, change requests: full helpdesk and Knowledge Base
Integrates with TomTom WORK
Features
Calls can be logged with unique references, dates, descriptions etc
Track calls from initial logging through to resolution
Calls can be one of different types: ‘Helpdesk’, ‘Installation’, ‘Change Requests’ and ‘Preventative Maintenance’
Service areas and faults codes can be assigned to calls and then analysed
Skills Records and Asset Skill Requirements can be maintained so the right people are assigned to calls
Engineers can be assigned to area codes
Calls can be assigned to different teams and members of teams
A register of solutions (Knowledge Base) can be maintained
Reports provide analysis of calls (for example, by company, contact, product or job number)
Performance can be monitored against a Service Level Agreement (SLA) for each customer
Key features of Service Contracts and Billing include
Sales Opportunities can be converted to installation contracts
Contracts include Service Level Agreements (SLAs), contract values and multiple equipment items and renewal dates
Multiple contract periods can be set up with numbers of free calls and free hours, hours maintained and cost per period
Documents and e-mails relating to a contract can be attached to it
Activities such as site visits and helpdesk calls can be logged against a contract
Activities can be chargeable or free of charge
Preventative Maintenance Schedules can be maintained against a contract
Profit analysis of a contract and its Periods
Invoices can be calculated on the full contract value or based on a pro rata value
Invoices for chargeable items and time can be batch-posted in the Invoicing or SOP applications
Contract renewal invoicing (including pro rata and new items mid-period)
Time taken can be recorded against an activity, allowing time analysis
Key features of Equipment Register include
Maintain a complete service history for products on maintenance contracts
Product records can be associated with Asset code serial number, original customer invoice number and/or delivery note number
Maintain a bill of materials for individual product records detailing serial numbers of sub-assemblies, version, bug and fix information and components
Maintain components within the bill of materials following maintenance or repair visits by recording the new serial numbers of replaced components
Replacement components can be moved out of stock and returned components moved into stock or scrapped
Cost analysis of component exchanges
Warranty Tracking and Loan equipment