The Service Support System is a robust Extranet Portal used daily
by hundreds of Authorized Service Dealers, Servicing Agents, and Parts
Distributors in the US and Canada to provide their customers with
high-level customer service. The system's numerous on-line applications
and databases contain up-to-date product repair and spare parts information.
The Tech Menu options support the rapid repair
of consumer, home office, and business products. Repair technicians
can easily query extensive model specific repair trouble-shooting
databases and technical libraries to aquire validated repair solutions.
Users can also download firmware files and monitor warranty claims
To keep the information current and accurate, a series
of applications was developed to collect data from Field Operations,
Factory Service, Product Refurbishment, the Customer Support Center
and other sources. The data is then reviewed by service engineers
and validated before being added to the database.
The Parts Menu options are fully integrated
with the Inventory & Warehouse Management System. Over 70% of
"regular" and "emergency" part orders are submitted
via the system. Orders are processed in real-time - within minutes,
inventory is allocated and the order is dispatched to the warehouse
for fulfillment. This expedited flow results in same day picking,
packing and shipping of orders.
The system also allows users to track order processing
from entry through delivery, check part availability and pricing,
and analyze order history files.