Introduction

Call Management (CLM) is the customer’s primary link into the service environment. In Call Management, you can register and further handle calls related to products. You can be alerted about existing calls on the selected business partner at the time of registration. The concept of a central call center with several local call centers can be supported taking into account the various time zones. The registered calls can be assigned to any support center or support engineer. When assigned to a specific support engineer, the call enters the individual’s queue. Subsequently, the call can be taken up for processing.

Calls can also be assigned to a business partner (subcontractor), for which e-mail is used as a carrier to transfer the call. This e-mail message contains an attachment that contains all relevant call information.

The service organization can agree to specific response times while signing contracts with the customers. Response times could be based on a specific time period or based on specific business days. To honor a possible agreed warranty or contract condition, the call is dispatched to a service center (and service engineer) for field service, to the help desk for support, or to a workshop for depot repair through an RMA order.

The status of the call provides insight into what is done so far and what can be expected further. The status can have values such as Registered and Assigned. Each call has a response time that is controlled.

Calls can escalate if they are not solved within the agreed time frame. In addition, logging what is done and by whom is carried out automatically. This feature enables you to trace and track calls from the start until the end.