Order Management
Service orders are one of the key reference values in customer service. But there are still a lot of companies which do not have access to a standardised view of all service orders. The result is that duplicate orders are generated, the customer service centre cannot answer questions about the current status of orders, service technicians are not deployed properly and the costs for service orders are not transparent. An order management solution from MATERNA is what is needed here. It contains a central database where all service orders are recorded.
Orders are not just static – which is why the order management logs new orders as well as changes or cancellations. Comparing the data with the linked up systems ensures data quality so all information is available in standardised form and is transparent. The customer service centre is now in a position to provide the customer with information at any time about the status of their service orders and is able to schedule them in the best way. The service technicians also have direct access and, once a customer portal has been implemented, customers can call up information on the internet for themselves.
Targeted evaluations and regular reporting for service orders round off the MATERNA order management solution.
References
- Deutsche Telekom AG
Workflow Management system speeds up order processing
