San Ramon, CA – August 4, 2001 – As a result of partnering with its build-to-order, discrete manufacturing, and maintenance organization customers, Relevant Business Systems has enhanced its Enterprise Resource Planning (ERP) suite by adding comprehensive features to its Service Call Administration module. Users can add, maintain, and track the status and severity of service requests made via phone, email, fax, web entry, or any other means of contact. They can define service procedures, assign staff, and manage workloads. The module also helps users manage interdepartmental service requests and provides feedback to customers.

“The Relevant Service Call Administration module complements our recently announced CRM capabilities, since it handles customer management and response issues,” explains Patrick Garrehy, Relevant Business Systems' President and CEO. “Customer information can be viewed from the call log and staff can be assigned, based on the severity of the call. The progress of calls can be tracked by service code, and calls can be categorized based on the procedures used to process them. The module provides fax or e-mail responses to customers and establishes standard responses to frequently asked questions.”

The service call log provides an automatic assignment of the service request number. It then tracks the add date, time, and source of the request, as well as the originating user. According to the description of the problem, the module can classify service by the procedure required. The service request is then converted to a work order, quote, or sales order.

The enhanced Relevant Service Call Administration module produces reports for managing progress on calls, customer support, and employee workload. Reports show who is working on what, the current stage of completion, and how many hours have been spent by each person on the problem. Reports can be selected by the severity of the call, their status in the pipeline, or by customer and contact.

The service request database integrates into Relevant via the customer database and can generate work orders and sales orders in both the inventory and order entry modules. All capabilities are presently available.