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The ALLIANCE™ Service Order Management sub-module acts as a means of logging, scheduling, and managing utility work/service orders. Through integration, the application is designed to operate with the ALLIANCE™ Utility Management System.
Utilize this application for management of:
Improve Service Delivery and Customer Satisfaction- manage customer service orders with full integration to your customer information system (CIS). Ease the task of service dispatch, departmental collaboration and customer relations with real-time service order information.
Increase Customer Satisfaction- oversee customer service delivery and maintain facilities within a centralized management tool. In addition, utilize the system as a customer complaint tracking system.
Enhance Internal Communication- Superior customer service is a certainty when everyone in your organization has the information they need and understands the exact service requirements.
Software Design- All of the ALLIANCE™ applications were developed utilizing a three-tiered architecture and object-oriented approach with Visual Basic as the programming language
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Review all aspects of a customer service order from one consolidated screen. Handle service inquiries from customers with speed and efficiency under this comprehensive service tool with full CIS integration.
Manage Services With a Point and a Click
At a glance, assemble a report listing service orders that are "open" or "complete", by service order "type", and within user-defined date parameters. Reports can even focus on individual employees or crews.
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Specific Application Features:
- Provides control file for user-defined set-up's for application customization
- Manages customer-related and various general operation-related service orders
- Tracks service orders by user-defined types with unlimited classifications
- Automatically generates order numbers for service order tracking
- User-defined order types allows for the tracking of customer complaints, meter repairs, meter re-reads, meter inspections, leak repairs, etc.
- Maintains service order information including service order number, order date & time, schedule date, order type, user-defined description, assigned crew/employee, ordering party, and order status
- Automatically extracts customer service information from the ALLIANCE Utility Management System on customer-related orders, eliminating redundant data entry
- Interfaces ALLIANCE Utility Management System for handling time-sensitive activities such as meter sets, turn-on's, turn-off's, final readings, meter changeout's
- Assigns and tracks service orders per work crews, contractors, and employees
- Allows for the set-up of individual employees as members of multiple work crews
- Other than "primary" status of open and closed, allows for the set-up of unlimited intermediate status codes (i.e. waiting on customer, parts ordered, on-hold, etc.)
- Reports " inquiries allow for monitoring the status on orders at each stage
- Keeps historical summary for each service order with look-ups available within a given date range and/or by service order type
- Interfaces ALLIANCE Inventory Management application for updating inventory records on items used during service calls
- Prints service orders in "mass" or "individually" for distribution to work crews or employees
- 8½" X 11" single or multi-part service orders can be printed and re-printed at the user's discretion
- Service order data can be logged in an on-line, interactive mode or in a manual, batch mode by using blank orders generated by the system
- Purge routines offered for maintenance of work order historical records
- Service order inquiry available for look-ups by order number, account number, customer name, and service address
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