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