====== About 1stAnswer ======

1stAnswer Service CRM is a web based software which connects people, processes and knowledge in a smart way and  ensures  high service quality and service productivity.

===== Principle Service CRM =====
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   * All  costumer supporters, colleagues and associates  over the world use the same service software.
   * A process-oriented communication towards colleagues, customers and associates.
   * Quickly find a solution, distribute tasks and supervise.
   * A complete documentation of the service and machine history\\ incl. the proper spare parts and all data.
   * Receive comprehensive service-key numbers and recognize problem fields, trends and solutions.
   * Symbiosis with the merchandise management
===== Your advantages  =====
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   * The provided service will be standardized and measurable.
   * The closed data cycle gives round the clock information about customers, products (machine/ equipment), service history and open task/ dates.
   * The standardized processes and work flows ensures a fast work flow management, a high first qualified response quota and therefore the highest, repeatable service quality.
   * Support team members are relieved from routine tasks and gain more time for customer- oriented service.
   * The world wide service organization will become controllable, measurable and error free.
   * The email communication will be replaced by a process-oriented communication from the system and hence will be reduced by 70%.
   * By providing a more effective service process,the use of resources will be reduced by 30%.

===== Overview over the different functions =====
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==== Service CRM Helpdesk Module ====

=== Costumer Cockpit ===
   * Display all information about customer, service history, open tasks, machine history and specific data from the merchandise management or the knowledge database.
   * High first qualified response quota thanks to the quick access of all available information.

=== Incident Management ===
   * Structured recording and assignment of all Incidents via phone, email, text messages and fax.
   * Overview over open and escalated Incidents.
   * Multi-level case handling via hotline, experts or service partner.
   * Control over the communication to the customer, colleagues, suppliers and service partners all over the world (also via Email)
   * Complete control over all tasks, assigned Incidents and solutions.
   * Distribution and control of tasks, datelines and management of technicians.

=== Installed Base ===
   * machine database (Products) with all connections to customers,technician appointments, service history,tasks and dates
    * Machine history

=== Knowledge base ===
   * Integrated Knowledge base and :?:
   * Dynamic storage of  case knowledge and automatic connections between solutions and known errors. 
   * Generate Frequently Asked  Questions / Problems and the allucation to web pages :?:

==== Service Management Module ====
=== Technician schedule ===
   * 2-stage technician schedule for hotline and scheduler
   * One-of-a-kind schedule of appointments at the Point-of-Service!
   * Centralized and decentralized schedule of appointments
   * Select according to qualification and/or region
   * Quick assignment of appointments with the resource management
   * Precise directions with Google-Maps:!:
=== Service order / Service report ===
   * Service orders which are specific to the company incl. Service-Data-Management
   * Exchange of customer and machine data with order
   * Complete automatic coordination with the merchandise management
   * Service reports which are specific to the company incl. booking of services and parts
   * Recording/change of customer and machine data (closed data cycle – One-of-a-Kind! ):!:
   * Complete automatic  data exchange to the merchandise-managment for invoicing 
=== Mobile Field service ===
   * local version of the technician can run on Notebook, Tablet PC and PDAs :?:
   * Synchronization of the service orders and reports
   * Recording of all new data:?: from the field service (specific to the company)

==== Competence Center Module ====
=== Problem Management (ITIL) ===
   * Creation of a problem from a non-solvable Task/ Disruption/ Claim
   * Distribution to experts and monitoring the solution-finding
   * Allocation of further Incidents for the same problem
   * Information of all customers for the solution of the problem and if necessary for the organization of the technician schedule
=== Change Management (ITIL) ===
   * Aggregation of problems to a Change-request
   * Assignment of an Incident, resolving the Incident and if necessary distribution of tasks with finish date for the solution of the problem
   * Administration, management and approval of changes of all kind (product, services, processes, software)
   * Automatic control over the communication of all people and systems which are involved in Change
==== Data Warehouse (powered by Bissantz) ====
   * Suite with data analysis, individual reports, report server, report export and user management.
   * All service key figures are aggregated and analyzed for trends/ accumulation specific to the company .
   * Collect all 1stAnswer data in the  DataCube and visualize them individually in the service report.
   * Change the report with one mouse click and distribute it via PDF, web ticker or Intranet.