Contract management process optimization vendor Managed Maintenance Inc. has expanded its portfolio of offerings for service providers and channel partners with the addition of a customer service request module for its cloud-based ONEview contract management Web portal.
The CSR module enables users to keep track of their customers’ requests, from initiation to completion, by recording and time- and date-stamping every communication between the customer and the user. Such a service can help ensure customer requests don’t fall through the cracks, and provides a record of all activity related to the request.
The CSR module is part of MMI’s ONEview contract management web portal, available to vendors, service providers, channel partners and other customer-facing companies. The portal can be customized with the user’s company name and logo, allowing their end-user customers to access the portal to log incidents, submit service requests, and more. Customers also have the ability to view their contract information in real time, as well as information on the lifecycle of their contracts and hardware/software. The portal features reporting tools and a notification system that alerts customers when those lifecycles are close to expiring.
End users can utilize the CSR module to enter a request and set the priority level for services such as getting a quote; revising a quote or contract; adding, changing, upgrading or removing equipment; relocating equipment; or changing system configurations. The CSR module then automatically notifies everyone associated with the account via an e-mail message.
The module also stores old CSR requests to enable users to reference them on demand. In addition, users can copy old requests to new ones and link multiple requests to an original request or project. Documentation such as quotes, revisions or contracts can be attached to the request.
The CSR module is available immediately.