Lakeview Extends Service Management Capability

ERP specialist Lakeview (http://www.lakeview.co.uk) has significantly extended the functionality of its established Service Management module, with the development of call progression capability and enhanced reporting and analytics.

Bexleyheath, Kent (PRWEB) August 14, 2008 -- In response to customer demand, ERP specialist Lakeview (http://www.lakeview.co.uk) has significantly extended the functionality of its established Service Management module, with the development of call progression capability and enhanced reporting and analytics.

"Our established Service Management tool already offers strong call logging, serialisation and registration," confirms Lakeview product marketing director, Chris Hems, "combining sales history with a service record of emergency call-outs and scheduled preventative maintenance, for example.

"However, in response to a growing service market looking to meet the needs of an increasingly demanding customer base, we can now offer a more complete and proactive service management solution (http://www.lakeview.co.uk/accounting-software), linked directly to the business's existing ERP system. For the first time therefore, SMEs have access to an affordable service support capability which forms part of a fully-integrated, enterprise-wide solution."

The new module enhancements - available as a generic upgrade for all Lakeview users - enable the business to manage call listings, continuously track the location of service engineers and prioritise calls based on real-time performance against service level agreements. In addition, standard reports now include additional information on such important performance indicators as first-time fix rates.

"These improvements are especially valuable for businesses managing a high level of calls and with a large number of different products, customers and sites," says Hems.

Service performance measurement

The move is the first in a planned series of enhancements over the next few months which are designed to provide comprehensive reporting and analytics support. "In the past, it was almost impossible to establish service-based KPIs equivalent to those already well-established in sales, logistics or the supply chain for example," says Hems. http://www.lakeview.co.uk/solutions/improved-productivity/logistics.

"In response, our goal is to provide comprehensive real-time management information, enabling service directors and managers make informed decisions, dependent on the size, value and profitability of each individual client."
http://www.lakeview.co.uk.

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