Contracts can be created and multiple items added to new or existing customer contracts directly from the sales process, or manually at any point. Users can specify billing frequencies, prices and cover dates and use the automatic invoice creation program to create contract invoices for a user-specified period.

 

Response times can be stored per contract, allowing call handlers to view and escalate related calls as appropriate. By using different call types the system can differentiate by the severity of the problem, and ensure that a customer’s business critical issues are dealt with as a priority.

 

Contract reporting is critical to ensuring the profitability and success of any service department. Fixed price contracts need to be reviewed constantly to ensure that overall contract costs from inclusive maintenance and warranty/service calls are commensurate with the revenue received. SLA’s also need to be monitored and controlled as there can often be financial penalties associated with non-compliance; either directly or through customer dissatisfaction and cancellation of contracts. By proactively managing this, Lakeview can ensure that any customers approaching a breach of their SLA can be highlighted and relevant calls are escalated accordingly. Available reports to assist with contract management include: