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An after-sales service management software is a comprehensive system that helps you plan, automate, and streamline customer service and support tasks — often given after a product/service has been sold.
For instance - An electronics company providing support service after selling AC on warranty is a good example of after-sales service. Companies with warranty products can get rid of the hassles of managing field staff with the use of after sales tracking software. Let’s learn how autonomous after-sales service management software works throughout the process — starting from effective task assignment to successful technician deployment. How Does Field Force or After-Sales Service Management Software Work?A comprehensive after sales service management software works by offering the following functionalities and settings — to let the sales team optimise their tasks, improve operational efficiency, and enjoy the faster closing of tickets. 1. Task Management ConsoleThe service software allows users to create, assign, and track tasks over a simplified console. The console supports customers’ requests, maintenance schedules, and prescribed follow-ups. Moreover, sales team tracking software allows managers to prioritise tasks and set deadlines for closing tickets while keeping a tab on the progress in real-time. Read Blog: After-sales Service Automation is the Key to Customer Satisfaction 2. Attendance Management ToolAfter-sales-service software offers field employees the option to clock in and out their hours through the mobile app. This feature is backed by geo-coded attendance marking, meaning it will only be available when the executives actually visit the client’s location to close the ticket. This feature helps managers monitor their employee attendance patterns and calculate payroll. 3. Expense Management SolutionsAfter-sales service software allows employees to submit expense reports, bills, and invoices digitally. On the same system, it lets managers review and approve expense reports and process reimbursements.The after sales tracking software helps streamline expense claiming and reimbursement processes. 4. Leave Management SolutionsEfficient software for managing after-sales requests offers a streamlined leave management system where field executives can request leaves without mismanaged week-offs. On the same system, managers are able to approve or reject leaves based on resource availability and compliance policies. 5. Employee Travel ReportThe software creates a distance travel report of each executive including the distance they covered, complete itinerary, travel date, purpose, and progress with playback option. With playback options, managers can revisit the report to review the productivity and make decisions for continuous improvement. 6. Employee Performance MonitoringThe after sales team tracking software lets managers evaluate the performance of their field staff based on desired key performance indicators (KPIs) and metrics. The system lets managers:
8. Self-Service Portal for increasing knowledge baseSome systems also offer custom options to:
Read Blog: How TrackoField helped a leading Home Appliance Manufacturer Optimise After-sales Services 9. Analytics and ReportingThe software automatically compiles the dashboard data and generates detailed and visually appealing reports for managers to review. This report with analytics over after sales tracking software further help managers explore and evaluate insights about:
11. Communication and Notification ToolsThe after sales team tracking software offers the option to send automated notifications to customers and employees:
12. Contract and Warranty ManagementMost after-sales service software offers options to store and manage:
13. Forecasting and Demand PlanningThe software lets managers compile the historical data and trends from past after-sales services to predict service demand and accordingly plan for resource allocation.The forecasting data presented in after-sales tracking software also helps higher-ups prevent underutilisation or overstaffing of resources. Summing Up!There is no one-size-fits-all after-sales service management software. Every business has a unique and specific need that could help them:
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