Nurture – Service Management Software helps your organization automate service operations to improve customer satisfaction and in turn create Stronger brand image of your Company. Nurture is pre-developed software product that is configurable to suit many industries.
This section provides insights into the built-in features in Nurture. Nurture maintains and provides updated information on Products, Customers, Installed base, Contracts, Ticketing etc for the benefit of users and customers.
The products/equipments form part of the product master. Each model and version of the equipment is identified as a unique entry in this master. The product master also holds all the spares for all the products/equipments. The product master is synonymous with product catalogue. The following information is maintained for each product:
Product Code
Product Name
Version or Capacity
Equipment or Spare indicator
Serial Number
If spare, used in which equipments
Alternate items for which other spare or products/equipment
Maintains complete list of past, present and future customers with persons (contacts) representing that customer. The following information is captured as part of the customer details: Customer Name
Billing Name
Customer Type (definable)
Customer Level (definable)
Phone
Fax
Tax ID
Address
Billing Address
Org Level
Primary, Secondary employees responsible for customer
Contacts
- Salutation
- Contact Name
- Login Info
- Phone
- Email
- Mobile
- Title (designation)
The instances of each model of product installed at a customer location is called installed base. Each product/model is uniquely identified by the serial number. Each product/equipment configuration can also be saved and monitored. Each Installed Base contains following information:
Product Code
Serial Number
Notes
State
Warranty Start, period (vendor warranty)
Details
- Customer Name
- From Date
- To Date
- Service Engineer
- Warranty start, period (customer warranty)
- Location (where situated) - Notes
Configuration (Equipment/product/machine configuration)
- Product Code
- Serial Number
- Qty
- Warranty period (sub item warranty)
- From date, to date
- State
- Notes
Contracts are created for installed base, which either is in warranty or covered by paid contracts. Contract has the following information: Contract Number Customer Contract Type (definable) Payment Type (definable) Tax code Contract period
Items
- Product code
- Serial number
- Service Period
- Annual Value
- Contract Amount
- PM Type
Tickets (Call Handling)
Tickets (also known as Trouble Tickets) are used to handle requests from customers. A ticket is created to handle service call, sales enquiry, billing enquiry, complaint etc. A request can be created for any reason and ticket type identifies the purpose of the ticket. Following information is saved in the ticket: Caller Info
- Customer
- Contact Machine Details
- Machine Serial No
- Warranty Details
- Contract Details (if any) Creation Time Priority Ticket Type Problem Description Assigned To Assigned Time Attended Time Closed time Resolution Resolved By Time Spent Closure Notes Spares
- Spares Requested
- Spares Consumed
- Down Time
- Expenses
Escalation Process
Escalation process allows rules to be defined for raising alerts based on information on ticket, contracts, quotation and invoice. The alert can be sent to any user associated with the ticket, any person playing a specific role (like manager, coordinator) or to customer contacts associated with the ticket. The mode of these alerts can be SMS, Email or built-in alert messages! The rule process works based on built-in events raised at various occasions and works within the process defined using the interface.
Outstation/field featured primarily can access Nurture using “Nurture – Remote Access”, which is a browser based interface accessible from any Internet browsing centers*. This application mainly targets field engineers who, can perform the following:
View list of customers and machines served by remote user View tickets and tasks assigned to remote user Create a new ticket or task Update and/or Close existing tasks View PMs assigned to remote user Update or close PM after performing
Maintains database of your products and services
