abilityService CRM Systems

A product from the iOpen Group, Ability CRM Softwareanswers your service teams need for Service CRM andService scheduling and repair solutions.

QUALITY CRM SOLUTIONS

The approach that sets us apart

The iOpen Group approach combines various elements critical toanswering customer service needs in an in-house environment.

Call One: Select the appropriate software solution, with easyaccess to log jobs online 24x7. Select the appropriate client and technician automated job status communications.

Call Two: Actively manage technician performance through regular monitoring and review of KPI’s.

Call Three: Evaluate and manage your performanceby customer to ensure your long-term client

needs are met.

Ability ServiceSoftware

Service CRMsolution, for

logging, managingand tracking of

jobs.

Building customised

call-centres designedon the individualrequirements of

specific businesses –one size does not fit all

Reminders,scheduling &quotation

management tomaximize service

revenue.

Geared to manage customer and internal assets with ease, Abilitysoftware provides the simplest, most appropriate service CRM solutionsfor use across a variety of industry sectors. Ability systems will enhanceyour customer service experience and will help generate additionalservice revenue whilst reducing manual process and paperwork enablingyour employees to boost their value-adding productivity.

All systems are built on a platform of quality, agility and the capacity to improvise. Ability Service CRM software provides thebackbone of your successful service operation.

Our proven ability to deliver

iOpen Group gets things done. We believe our abilityto design systems to enhance and track productivity iskey to success. Our track record of improving

productivity, service revenue and response rates areone of our stand-out features. Our system records,manages and tracks some 11,000 service jobsper month, every month. Our systems willenhance customer satisfaction as well

as service key performanceareas.

This approach defines us. Ability is designed to allow per-client customizable KPI’s that provide management with measureableresults. By creating long-term partnerships with our clients iOpen ensures that Ability is always relevant to the changing needsof our clients.

Ability creates a world-class business environment to exceed performance targets. Performance can be tracked and evaluatedwithin the reporting function. Alerts, reminders and follow-up functionality means that you are always on top of next actions.

Complete KPI tracking and reporting provides data for return-on-investment and business improvement decision making.

iOpen Group services

iOpen will even take over your service contact centre – regardless of your software and current fixes required – andupgrade it to offer clients efficient service and effective solutions.

With Ability you get to choose the solution that is applicable to your business and you can make changes at anytime should the need arise. You can select from:

• Ability for Service Contact Centres – a software solution which provides job logging, resource management, sparesordering, job costing and full job management functionality.• Ability for Service Repair Centres – a solution which provides service scheduling and upcoming service reminders,advanced quotations functionality, asset management, service contract and warranty tracking.

Business analysis to understand and evaluateclient-specificrequirements

CRM Solutionsdesigned for

Service Contact &Repair Centres

Bespoke software

development andsolutions to suitclients’ particular

industries

iCallCentre team to answer,

log and administercustomer calls

for you

92,5%

95,0%

97,5%

100.0%

55,0%

60,0%

65,0%

70,0%

75,0%

80,0%

85,0%

90,0%

95,0%

100,0%

7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 7

Acc

essi

bilit

y

Ser

vice

Lev

el

Month Number

Ser-Level Accessibility

62%

79% 80%

86%

91%

87%

89%

87%

91%

94% 94%

82%

77%

87% 87%

75%

57%

68% 68% 69%

87%

83% 85%

89%

94,7%

96,7% 96,4%

97,2%

98,9% 98,5% 98,6%

99,1%

85,0%

87,5%

90,0%

92,5%

95,0%

97,5%

100,0%

40,0%

50,0%

60,0%

70,0%

80,0%

90,0%

100,0%

10 11 12 1 2 3 4 5 6

Acc

essi

bilit

y

Ser

vice

Lev

el

Month Number

Ser-Level Accessibility

57%

68% 68% 69%

87%

83% 85%

89%

Both case studies contain real data. iOpen Group solutions improved both service levels and accessibility significantly after take-on ofhigh-volume client service call centres.

iOpen Group solutions solves real world challenges

Monthly Monthly

“If you can’t measure it, you can’t improve it”

Physical Address:Pellmeadow Office Park60 Civin RoadBedfordview

Postal Address:Postnet Suite 239Private Bag X4Bedfordview2008

Tel: +27 10 590 5980

www.iopen.co.za

Any company who runs anin-house or

outsourced servicedepartment

Companies that have regular or

scheduled interactionswith customers(maintenance)

Companies that have “post sale”interactions with

customers(repair/warranty/

follow-up)

Companies with large

transactional volumes

Who wouldbenefit from

Ability software

iOpen has innovative solutions that match any financial requirementsWhether you are a large or small organisation, a startup

with unknown growth projections or an established

business, we have a business model that can match

your needs.

Our solutions include offering;

• Traditional software license purchase

• Monthly software rental - per job or per user

• iCallCentre – fully inclusive solutions, software, resources

and all overheads including all voice and data costs.