Customer Service Management


Customer service and after-sales services are one of the most important principles in increasing sales, which is deeply connected to customer satisfaction and assists in customer retention.  Since the main dissatisfaction of customers is the weakness in service delivery, the lack of proper management in this sector could pose a serious challenge to the organization. After-sales service is not only a guarantee of survival and continuity of manufacturers, but also plays major role in competing in the global market. The use of a powerful software system in the management of customer services and after sales can ease the worries of managers by providing these services and at the same time reducing the possibility of errors and delays by reducing human interference.  Merp customer service and after-sales management system provides the necessary facilities for planning this essential organizational sector by integrating communication with sales, warehouse and customer affairs.

  • Ability to define after-sales service centers
  • Ability to define work service and its relationship with after-sales service centers
  • Ability to define products and spare parts and classify them
  • Issuance of goods request from the warehouse
  • Ability to outsource services and repairs through integrated communication with the purchase module
  • Ability to transfer goods between service centers
  • Ability to control goods and deliver to mobile service providers
  • Define an agenda for repair or service
  • Control the consumption of parts of each of the after-sales service centers
  • Ability to assign parts to service workers
  • Ability to define tasks for support team
  • Ability to define various types of services and their cost
  • Ability to define periodic services for products
  • Ability to send defective parts for replacement to the warehouse
  • Ability to call for products via email or SMS to provide services
  • Ability to define various types of repairs along with relevant instructions
  • Ability to record all types of failures and link failures to repairs
  • Define all operations performed on accepted products (consumer / replacement, etc.)
  • Ability to issue a sales invoice
  • Define customer survey forms with custom fields
  • Provide complete reports with various filters and categories
  • Define all procedures related to the support and after-sales service unit