Empower your service team and watch your customer satisfaction rise.
THE COMPLETE POWER OF NEX AVAILABLE AT YOUR TEAM’S FINGERTIPS.
IT STARTS WITH A CUSTOMER PRODUCT
Delivered products or software are registered to your customer and ready for support. When a ticket is created, the details are displayed, including warranty, delivery, manufacturer, service technicians and support contracts. No need to look for or re-enter information.
THE RESULT - INCREASED CUSTOMER SATISFACTION AND IMPROVED EFFICIENCY
NEVER LOSE TRACK OF UNANSWERED SERVICE CALLS.
QUICKLY IDENTIFY PRIORITY CASES.
IMPROVE PROFITABILITY WITH VISIBILITY ON BILLED VS ACTUAL TIME.
REMINDERS TO KEEP YOUR SERVICE AND MAINTENANCE CONTRACTS UP TO DATE.
INCREASE YOUR SERVICE CAPABILITIES WITHOUT THE NEED TO INCREASE PERSONNEL
NEX uses the CRM and workflow tools to automate customer responses, assign tickets and set priority levels.
Complete product history is available from the ticket for the Customer Service Rep (CSR).
Preconfigured statuses to assign the ticket, request estimates from service providers, receive estimates back and email them to customers.
Customer approves the estimate from a link in the email, which is logged and executed.
Multiple tasks can be created for different resources to complete the ticket.
Every step is recorded in the case history including tasks, communications and documents.
QUOTES AND INVOICING
Quotes can be directly created from tickets for service, replacement parts, and modifications to ensure accurate offers and avoid collection issues.
Completed tickets are automatically queued to be invoiced individually or grouped with other tickets for monthly customer invoicing. Nothing falls through the cracks.
STATISTICS AND REPORTS
Easily create reports to improve customer service and manage costs.
Improve your products and services from case statistics.
Easily monitor actual vs billable hours to ensure maximum profitability.
Recurring invoices are automatically created for support contracts based on configured price and frequency.
Workflow configuration with event driven alerts ensures the service team follows the business process.
Emails and tasks can be configured for every step in the ticket.
Control access and approvals from the roles and permissions of the system.
NEX SUPPORT PORTAL
EMPOWER CUSTOMERS TO:
Create tickets for their recorded products.
View the status, resolution and invoices of a ticket.
Create communications for a ticket.
Consult all past communications.