Global
France
Germany
JapanService Contract & Entitlement Management
The Service Contract & Entitlement Management process involves defining and tracking all service entitlements – warranties, service contracts, and service level agreements. Often, service agreement terms must be adapted or created to suit the diverse requirements of a Utilities company’s customer base. When service calls are placed and service orders created, the appropriate customer information and their entitlement terms must be easily accessible by service technicians.
Open Text Enterprise Content Management (ECM) solutions for Service Contract & Entitlement Management enables Utilities companies to manage their field workforce cost effectively by improving the amount and quality of information exchanged between the back office and the field technicians. ECM technology also enables Utilities companies to provide Web-based customer self-service to their customers, improving customer service and reducing service costs.
ECM solutions from Open Text for Service Contract & Entitlement Management deliver this functionality with the following components:
Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.
Meet your Business Goals
GOAL: 24x7 Web-based customer self-service
KPI: Decrease in service costs
GOAL: Improve service quality
KPI: Greater contact efficiency
GOAL: Extend market share
KPI: Increased percentage of new customers per year
GOAL: Maximize profitability per customer
KPI: Improved service costs to revenue ratio
