SARA - Internet Capability

An ability to effectively communicate with its personnel, field engineers, partners, and customers is the key to success for any organization that undertakes the difficult task of servicing and supporting the consumers.

SARA enables end-to-end service management by automating your core service functions, and extending your service organization via the Internet to your branches, field engineers, third-party service organizations, and customers. The ensuring solution raises your productivity, increases customer satisfaction, and guarantees your future success

Field Service

Arm field engineers with real time access to key SARA 2000 functions, while taking advantage of the Internet to reduce your cost of service delivery. By implementing SARA Web version, your field engineers will be able to manage their work from remote locations, via the Internet. Enabling the sharing of information through an intuitive, browser-based, easy-to-use portal, you quickly realize the advantages and economies of using the Internet as an essential component of your service cycle.

SARA 2000 empowered technicians can:

• Receive, view, edit and close calls from any location where an Internet connection can be made
• View and update customer and site data, equipment, history, entitlement and notices related to any call
• Access on-line resolution statistics
• View, take and order parts
• Initiate accurate billing of parts, labor and miscellaneous charges immediately following completion of a call

Partners

Customer service processes are often complicated by the fact that many organizations have partners. Usually, manufacturers and some dealerships partner with the so-called Authorized Service Centers (ASC) that perform the majority of their repair work. Given the fact that the manufacturers are the ones who receive customer service requests and who posses the majority of the information needed to carry out the service, it is essential for ASCs to be able to promptly receive the necessary data and instructions. By implementing SARA 2000 Web version, you can connect your ASCs over the web. They can retrieve all the necessary information to perform jobs assigned to them. A Service Partner can perform the following functions via the Internet:

• Access work orders
• Look up customer and product information
• Verify warranty and entitlements
• Look up service bulletins and repair instructions
• Order parts
• Update the status of repair
• Track payments due for warranty work
• Track shipments
• Transmit information/messages/completed work orders back to the manufacturer/dealership
• Capture time and parts used
• Submit claims for warranty work performed

Customers

Strengthen customer intimacy and build lasting one-to-one relationships by providing customers with an Internet portal into your SARA 2000. By implementing SARA 2000 Web version, you will be able to extend your service operation's reach to your customers, allowing you to maintain high levels of customer service without tying up your staff's time answering routine questions. A typical user can perform the following functions via the Internet:

• Submit service requests that get automatically routed to the appropriate company agent based on the predefined rules
• Request an RMA
• Access the problem-resolution database, product literature, Frequently Asked Questions, and online instructions
• Look up his/her account information, such as call history, contract details, etc.
• Track the status of his service request.
• Get standard quotations for non-warranty repairs
• Update his customer profile and product information
• Request a personal call or a live Web assistance
• Purchase accessories and parts