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Managing Service Records in Sage CRM

Many of the projects that we’ve implemented use Sage CRM to manage equipment and service records. That might not be the first thing that comes to mind when you think of what is usually tracked within a CRM system, but managing service records in Sage  CRM is a surprisingly easy and flexible solution.

Inside of Sage CRM we track our interactions with companies and people, and while a lot of organizations choose to use Sage CRM to track opportunities or orders, it can also track Cases. Cases is a standard feature of Sage that gets used all the time to manage the progression of things like customer service issues, applications, or quite often, jobs that move through a service department.

Here’s our video breakdown of how to use Cases to manage equipment and service records in Sage CRM:

Tracking service requests with cases is great because it provides an ongoing history of the jobs you have done, along with any communications or documents related to a given job. You can also use Sage CRM’s workflow engine to control how these cases, (or jobs or tickets or whatever you would like to call them), move through the organization.

In conjunction with service records, many of these systems also track ‘Equipment’.

In the video we illustrate how to find equipment across the entire system. Within an individual company you can enable an equipment tab. That tab will contain a listing of all the equipment associated with that particular company. You can then go into an individual record and see a profile of the equipment. But you can also see all of the service records associated with that piece of equipment.

In the example system, the service department also produces Job Sheets and schedules their technicians. Any of these projects that use Cases are great because it links the activities of another department in with the rest of the company and gives all users across the company a much more complete view of what is going on.

Sage makes it easy to track all the moving pieces involved with the service process start-to-finish, including equipment used.

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