GeoSOFT Support & Maintenance

Great customer support and maintenance is at the heart of any successful small business. Geosoft gives you the tools to track all incoming requests and issues from your customers so that you can respond quickly. Your database of incoming queries will also help you track where the biggest opportunities are for improvements.

In this module, you can track incoming queries from your email using Support Ticket. You can keep track on Customer Issues raised by Customers on specific Serial No and respond to them based on their warranty and other information. You can also make Maintenance Schedules for Serial Nos and keep a record of all Maintenance Visits made to your Customers.

GeoSOFT Support Features:-

  1. Issue
  2. Warranty Claim
  3. Maintenance Visit
  4. Maintenance Schedule

 Issue

Issue is an incoming query from your Customer, usually via email or from the “Contact” section of your website. (To fully integrate the Support Ticket to email, see the Email Settings section).

Tip: A dedicated support email id is a good way to integrate incoming queries via email. For example, you can send support queries to GeoSOFT at support@geosoftbd.com.

Support > Issue > New Issue

Discussion Thread

When a new email is fetched from your mailbox, a new Issue record is created and an automatic reply is sent to the sender indicating the Support Ticket Number. The sender can send additional information to this email. All subsequent emails containing this Issue number in the subject will be added to this Issue thread. The sender can also add attachments to the email.

Issue maintains all the emails which are sent back and forth against this issue in the system so that you can track what transpired between the sender and the person responding.

Status

When a new Issue is created, its status is “Open”, when it is replied; its status becomes “Waiting for Reply”. If the sender replies back its status again becomes “Open”.

Closing

You can either “Close” the Issue manually by clicking on “Close Ticket” in the toolbar or if its status is “Waiting for Reply”. If the sender does not reply in 7 days, then the Issue closes automatically.

Allocation

You can allocate the Issue by using the “Assign To” feature in the right sidebar. This will add a new To Do to the user and also send a message indicating that this Issue is allocated.

Warranty Claim

If you are selling Items under warranty or if you have sold and extended service contract like the Annual Maintenance Contract (AMC), your Customer may call you about an issue or a break-down and give you the Serial No of this Item.

To record this, you can create a new Warranty Claim and add the Customer and Item / Serial No. The system will then automatically fetch the Serial No’s details and indicate whether this is under warranty or AMC.

You must also add a description of the Customer’s issue and assign it to the person who needs to look into solving the issue.

To create a new Warranty Claim:

Support > Warranty Claim > New Warranty Claim

If a Customer visit is required to address the issue, you can create a new Maintenance Visit record from this.

Maintenance Visit

A Maintenance Visit is a record of a visit made by an engineer to a Customer’s premise usually against a Customer Issue. You can create a new Maintenance Visit from:

Support > Maintenance Visit > New Maintenance Visit

The Maintenance Visit contains information about the:

  • Customer.
  • The Items that were inspected / maintenance activity was carried out on.
  • Details of actions taken.
  • The person who carried out the actions.
  • Feedback from the Customer.

Maintenance Schedule

All machines require regular maintenance, especially those that contain a lot of moving parts, so if you are in the business of maintaining those or have some of them in your own premises, this is a useful tool to plan a calendar of activities for its maintenance.

If the Customer Issue refers to “Breakdown Maintenance”, this refers to “Preventive Maintenance”.

To create a new Maintenance Schedule go to:

Support > Maintenance Schedule > New Maintenance Schedule

In the Maintenance Schedule, there are two sections:

In the first section, you select the Items for which you want to generate the schedule and set how frequently you want to plan a visit or maintenance. These can be optionally fetched from a Sales Order. After selecting the Items, “Save” the record.

The second section contains the maintenance activities planned in the schedule. “Generate Schedule” will generate a separate row for each maintenance activity.