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    • EN-Gedys Intraware

    CRM for service and IT

    Optimizes your support

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    With Gedys CRM for Service and IT, you can manage your entire planning process. You make your support more successful by providing your employees with all the information about your customers and their requests. And in such a way that this information can also be viewed while on the move. Your team becomes more productive and resolves orders more quickly on site. This not only saves time, but also increases customer satisfaction in the long term.

    checkbox_orange_30x30 Optimal use of resources

    Use the skills database to find the best employee for a task. Use the service calendar, area search and route planner to organize perfect service appointments.

    checkbox_orange_30x30 Work according to a proven method

    Define a procedure model in terms of a handling process with the right questions and answers.

    checkbox_orange_30x30 Focus on satisfaction

    The CRM provides you with all customer information at all times. So that they can be served individually.

    checkbox_orange_30x30 Create analyses and forecasts

    The analytical CRM provides you with figures and trends as a basis for your decisions to improve your services.

    checkbox_orange_30x30 Access the current ticket overview at any time

    Thanks to the central storage of all ticket data, it no longer matters which channel customers use to contact you. You always have the latest data, from any device.
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    "Our daily work would be unimaginable without the CRM system from Gedys Intraware."

    Richard Hörmann, Director Customer Support at Hurco Werkzeugmaschinen GmbH

    Make your customers smile

    With these features for optimized processes

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    Today's customers demand a seamless, positive experience. To achieve this, you need a networked overall picture of all data on purchased products, contracts and documents. Gedys CRM for service and IT gives you the transparency you need. You can track the entire customer journey from interested parties to loyal customers. Optimally informed, you can also approach contact persons in a targeted manner. This allows you to create perfect services and ensure quick responses to complaints and claims.

    The 360° overview

    • Inquiries, complaints and claims are managed centrally and stored with all data and documents from support, sales and marketing.

    • As an optimally informed employee, you can react empathetically: The more intensively you can respond to your customers, the greater their satisfaction.

    Automation

    • Automated workflows in particular, but also visit suggestions, follow-ups and escalations, speed up your service processes.

    • You automatically receive updates on customers, projects, inquiries or solutions via a news feed subscription, keeping you up to date.

    • The "CRM colleague" informs you about the activities associated with a customer or project.

    Manage tickets

    • Inquiries via websites, social media or email receive immediate confirmation with a ticket number and contact person. Initial feedback that pleases the person seeking contact.

    • All relevant information is available in the CRM for service and IT to process the ticket, including information about your employees and their deadlines.

    • At the touch of a button, you can send a summary of the problem and measures to resolve it.
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    Planning the field service

    • The dispatch cockpit displays all tickets. It also shows all service employees, including their skills, available appointments and proximity to the customer's location.

    • You can see at a glance which employee can be deployed for which case . You simply enter appointments on site, including reminders.

    • Appointment surveys via the Internet shorten the time it takes to find appointments with customers.

    • Escalation management ensures that no ticket is forgotten.

    Customer center

    • After logging in, customers can submit new inquiries or view the processing status of an inquiry.

    • An integrated knowledge management system helps them to help themselves 24×7.

    Gain insights

    • Dashboards help you to find out what you need to improve. Where are the problems? What improvements are required? For perfect service management.

    Perfect service

    On site and on the move at any time via smartphone

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    Expand the mobility of your customer care with the combination of CRM and CRM app. This means you always have 100% of your data and practical knowledge with you, no matter where you are. Even without a network connection!

    Process tickets on the go with the CRM app

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    The top five benefits of the CRM app:

    • Log calls, process tickets and view all relevant data for a project, including from inventory, contract or knowledge documents, for on-site order processing

    • Always be well informed via caller ID and 360° overview of customers or service providers

    • Plan efficient tours with the help of proximity search and route planning

    • Save time with voice input, business card scan and file upload while on the move

    • Create visit reports simply by voice input

    You can download the CRM app for testing, including demo data, from the App Store or Play Store.

    Fast deployment planning for service teams

    With the dispatch cockpit in CRM for service and IT

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    Assigning work orders to your service team is a complex process. Information about the service case, but also proximity to the customer, skills and employee workload must be taken into account. With the new Dispatch Cockpit, the planning process can be perfectly coordinated via a convenient, easy-to-use user interface with drag-and-drop functionality.
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    4 info sources in one view:

    1. Which service tickets are to be scheduled?
    2. Which employee has the necessary skills?
    3. Which employee is geographically closest to the customer?
    4. What appointments do the service employees already have?

    A ticket is "transferred" to the planning calendar of the relevant employee via drag & drop. The employee is informed by email.

    Find out more in the Service Management video.

    IT helpdesk for service employees

    Ensures quick help and a good mood

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    Gedys CRM for Service and IT manages all incoming requests from users and transfers them to free helpdesk positions. If desired, they can be assigned according to the respective skills of your employees.

    Helpdesk support can be provided either by telephone, e-mail or with the help of software (e.g. via remote maintenance, live support system or video conference).

    Professional tracking gives support staff a precise overview of the previous history, e.g. of problems already resolved by a colleague, information from other employees or inventory at the workplace.

    Change management supports the entire process when changes are made to the infrastructure: from planning, approval, implementation and monitoring through to documentation of the process.

    Discover the advantages of Gedys CRM software now!

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