Powertrak Unified Service Manager for Microsoft Dynamics CRM and Axonom

Powertrak Unified Service Manager

Why is Powertrak Unified Service Manager Important to You?
Accelerating decision making and customer service cycles is the goal. Stretched technical support staffs and tight budgets are the reality. Unified Service Manager improves productivity and helps connect employees, partners, and customers with the information and expertise they need in real-time.

Powertrak Unified Service Manager Benefits for High Tech Customers

Increase Customer Service Quality and Reduce Costs

Reduce the average incident or case processing times by enabling your service team to provide the right resources, at the right time, via the combination of mediums that your customer and your employees prefer.
Integrated service information, web, chat, e-mail, voice, web collaboration enable your service staff to collaborate in real time with customers and business partners to quickly resolve complex issues.

The Power of Choice

Enable support staff, channel partners and customers to collaborate in real-time using the best tool for the particular situation.
Powertrak Unified Service Manager, with “Anywhere Access” via PC clients, browsers and mobile devices, drives individual and group productivity gains while increasing both employee and customer satisfaction.

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Incoming Phone Call Notification screen

Service Console
Powertrak Service Console with Unified Communications Screens - Office Communicator and Incoming Phone Call

Summary

Streamlined Case Intake - Rapid classification, auto-assignment, multi-channel handling and asset-level logging in one screen.

Mobile Device Access - To simplify case management.

Optional Project-based Time and Billing - To generate revenue and control cost.

Quick Case Entry - Optional call center integration to handle more issues with less staff.

Unlimited Role-based Case Assignment - Configurable workflow rules get issues to the right service rep at the right time.

Maximize Service Across Multiple Support Center Locations & Languages - Within one system for true international enterprise service.

Consolidate Incidents into a Master Case - Eliminate duplicate work and control outbound communication.

Multi-dimensional Partner, Account and Contact Level Incident Control - Show where incidents are coming from and help you allocate resources.

Enterprise Activity and Solution Rollup - From child incidents to parent businesses and locations for easy resolution.

Integrated to CRM, ERP, Field Service - Linked to all CRM functions and ERP systems to avoid duplication, improve account management and shorten service cycles.

Full Web Partner/Customer Self-help - Both partners and customers can manage their incidents, with optional support for RMA and field service issues.

Product Details
Maximum Case Resolution	Faster incident intake gets more calls through your service center. How long does it take your engineers to review the incident queue? Do you wish that you could pull similar cases together for resolution? Powertrak provides the simple way to manage complex cases and handle higher call volume at lower cost.
Role/Rules-driven Workflow	Powertrak can assign cases to teams and engineers and prompt them with email notification in one step to keep incident and route the incidents automatically to keep service costs even lower. Use the optional Powertrak Portals to submit incidents and route the incidents automatically to keep service costs even lower.
Multiple Support Sites & Languages	Multiple support centers can use one system, to balance load and handle multi-country or multi time-zone support. Powertrak can even handle multiple native language screens against one MSCRM database!
Unlimited Incidents & Issues per Case	Pull MSCRM case incidents together to save time and resolve them all at once instead of searching through a stack of incidents. Link and resolve multiple product issues in one master case to keep your rep's time down and eliminate multiple tracking lists.
Integrate to CRM, Field Service & More	Sales, marketing and order handling reps can avoid getting blind-sided during calls because all CRM users can review service issues before they make contact. Powertrak is built using the Powertrak Application Builder and shares data with other systems, including optional interfaces to field service and ERP systems.
Optional CTI and Call Center modules	Whether you have 4 service reps or 4000, you can add optional Computer Telephony (CTI) to pop a caller's full customer support profile to save time. Add optional branched dynamic scripting and tailored intelligent entry screens to lead your reps down the solution path with less training.
Self Help for Partner & Customers	Built to handle complex partner channels, the system can manage incidents coming from partners, from their customers and in combination, with filtered lists across all contact dimensions. Powertrak Portals provide status updates and full incident tracking for all types of customers to keep your call volume down.
One-stop Defect Management	Manage defects from discovery through the full solution cycle in one system. Even link external files, schematics and other data related to these issues. Communicate solutions to effected customers quickly without going through endless screens. Powertrak keeps tabs on where the open issues are and helps your product engineers solve more problems. Powertrak is modifiable through the optional Powertrak Application Builder, so you can interface Service Manager to ERP, shipping and other back-office systems.
A Complete Solution	Add Powertrak modules for specific industries or add the general modules to improve every customer-facing department, to process RMA's, provide complete Field Service and configure replacement systems on-the-fly. Powertrak, Microsoft CRM and ERP solutions like Micrososft Great Plains Financials can help you round out a complete one-stop solution.

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Powertrak Unified Service Manager

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