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Hartwig goes live with electronic service reports On Friday, July 31, all eight Hartwig offices supporting 14 states in the Midwest went live with the new electronic service reporting system. Tied directly to the company CRM application, a customer will be able to receive their confirmation and sign a digital signature pad at the point of completion of a project. The process that originally incorporated paper copies and took days to run through the approval and processing system now takes minutes and is completely digitalized. "Retrieving past records and reviewing a customer history is easy with this program," says Roger Ellis, Service Manager for Hartwig St. Louis and Iowa. Ellis continued "By streamlining the entire system, customers' service calls come to resolution and through the approval chain in minutes rather than days like in the past." The foundation for the service reporting and other modules lies in the Microsoft CRM solution that Hartwig implemented and rolled out to the company almost two years ago. CRM allows centralized tracking and record keeping for all customers in the Hartwig territory, and allows proactive analysis to be used in determining potential problem areas with customers and products. As for electronic service reporting, each Hartwig service engineer carries a laptop, digital signature pad, and wireless internet card on all calls. When a call or request comes in, service cases are created and managed through CRM, and the service engineer is assigned and dispatched to perform and repair any work at a location, enter the details online, and obtain a customer signature of the case at the location. At this point the case is electronically routed through Hartwig for case approval and then on to accounting for final processing. To learn more about Hartwig's CRM or service reporting system, you can speak with any of the 40+ Hartwig service engineers or your Hartwig sales representative for more information.
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Okuma extends service parts warranty Click here for the News releaseClass in Kansas City |
