The Geoworks7 Customer Services module enables rapid logging of faults, defects, customer enquiries or complaints, together with a colour coded dashboard display of all outstanding issues showing any actions required.
All reported fault locations may be seen on a map in either an aerial or road view. Faults may be imported either from a client website or from mobile inspection patrols; any issues reported more than once are flagged and linked to existing reports of the same issue to avoid duplicate jobs being raised to resolve one fault.
A number of report options are available, providing both current and historical data, together with KPI statistics and a full audit event history. Email or SMS message alerts can be set to warn call centre staff of any incoming issues logged from a website or other remote source; the website from where the call originated will be updated with the progress status for each issue.
Works Orders or jobs may either be raised directly from the Call Centre or faults may simply be logged for later resolution. If required, text messages and/or emails may be sent automatically to the customer who raised the fault, advising them of the progress of the works.
The Customer Services module may be used either in conjunction with other Geoworks7 modules, as a stand-alone system or linked to other external systems.