SARA2000's Call Center handles the initial and subsequent phone contacts made by the customers. Customer service representative or anybody else who is using the Call Center module, can access the comprehensive information stored in the SARA's database, verify what level of service/support the caller is entitled to, and initiate the appropriate service process. By planting the vital data at your companies' fingertips and automating the call-taking and call-managing workflows,  our software  decreases the call-handling time, ensures that the appropriate steps are given to resolve each consumer's problem, and increases the overall customer satisfaction:

The main functionalities of SARA2000 Call Center include:

Displays detailed customer and product information: Call Center allows the proper personnel to identify the caller's name, address, purchasing history, call history, and contract/entitlements eligibility. It also provides comprehensive data on the caller's purchased item/product, such as its history of repairs, its configuration and main components, and its specific repair instructions. These data helps the customer representative to determine the caller's eligibility for a certain level of service, and to identify what exactly is the particular problem with the product. The repair instructions also allow for corrective action to be accomplished by the caller while on line, since the CSR can recite, fax, or email the specific instructions to the caller thereby eliminating the need for further service and repair. 

Automatically initiates the service process and schedules personnel: Depending on the information given by the customer and inputted by the customer service representative, the system automatically performs one of the following functions. It either generates a Return Authorization form, a work order, or a call ticket, programs an advanced swap of the product , tells the customer representative to refer the customer to a local service provider, or takes a combination of any of these actions. If necessary, SARA2000 can then be used to schedule the appropriate technicians and field engineers (either manually or automatically), and assign/transfer them the appropriate work order/RMA/call ticket. 

Electronically transfers data. Customer representatives can attach all of the customer/product information, as well as the notes taken during the consumer's call, to the work order/Return Authorization/call ticket, so the personnel responsible for the future handling of the customer's request will be provided with the necessary data to carry out their tasks well.

Requests Parts: SARA2000's Call Center can  be used to order either repair or replacement parts for the customer, repair shop, or field technicians

Provides Repair Estimates: If the item is out of warranty, an estimate of the repair can be provided to the caller.

Tracks the status of the repair/service request: Once the service process has been initiated, any time that the customer subsequently calls the CSR, or any time that the proper personnel wants to receive an update on the particular service call, - the current status of repair/service request can be tracked and ascertained. As a result, the customer can periodically receive information on the progress of his request, and the proper personnel can assure that no incident is being left  untaken care of.