USNet (www.usnetinc.com), a provider of cabling, networking-hardware, and computer-system installation, has introduced a customer-relationship management (CRM) software package called CallTrac. The program keeps track of technicians' abilities and performance, maintains updated records, and prepares customized reports.
"There are two main goals for CallTrac," said Chris Stern, the company's director of operations. "The first goal is to manage the technician base, to make certain we are assigning the right technician to the call. The second is to maintain the customer relationship by getting customers the information they need, in the format they want it, in a timely manner."
When a customer places a service call, CallTrac displays a list of technicians in the area, along with the technicians' qualifications and a history of performance on prior calls. The historical file is updated nightly. Also included are notes about the technician. "We see all of the history before making a judgment on whom to send," Stern says.
The company says that the system was designed for flexibility, so it could generate a series of reports for customers and technicians. Customer reports range from a single page showing all information about a particular call, to a summary of every call closed during a particular time period.
