Now available to every service business!
Customer Information Center (CIC)
Manage customers, personnel, scheduling and field operations
Our Customer Information Center facilitates and tracks recurrent customer service scheduling and tracking in many industries. Proven in continuous use and ongoing development since 2008. Online tools facilitate management and tracking of customer service orders, scheduling, delivery and collection. Data and reports are available from any point on the Internet via office-based or mobile devices.
We specalize in support for environmental remediation providers. Uses include restaurant services (cleaning, grease traps, cooking oil reclamation), tank maintenance, recycling, yard service, pool maintenance and many others. Our reporting tools can be customized for cooperation with supervisory agencies.
The CIC is software as a service (SAAS) and required no new hardware, no new software, and no new personnel in your office. The intuitive interface is user-friendly, and training key personnel is quick and easy. Populate the database from spreadsheets or use the simple data-creation forms.
Interested? Contact us and describe your service offerings. If we can help you be more productive, we want to be of service.
Customer Information Center Features
Account contact management
Contact management and integrated activity tracking for accounts. Each account can have multiple locations with hierarchical reporting. Optional export of receivables or payables depending on service agreement. Complete history in archive to start of service.
Account contacts, history and payment control.
Track service requests, completed tasks, contact data changes, and more. Relate activities to individual locations. Calculate payment due for export to accounting program.
Location contact management.
Search locations on scores of criteria. Maintain full information for multiple customer contacts and unlimited service event records with description and price in archive. See related account information with a single click. Upload images of location and open trouble tickets with image upload and extensive documentation; assign issues to your personnel and track performance.
Manage work and resolve issues at individual locations. Obtain detailed reports on service schedules, completed work, current issues, priority scheduling and more. Export many reports for technical analysis in other software. Master permission lists govern who can see what report types.
Scheduling & Routing
Just-in-time or periodic scheduling.
CIC maintains a dynamic pool of service requests, categorized by time since last service, capacity of related equipment, and other criteria. Sort, select and schedule urgent and planned service requests. Optionally build recurring routes. Map potential routes. Transfer requests to routing module.
Routes can be dynamic (recommended) or recurrent. Dynamic routing uses proprietary algorithms to predict the next required service based on time of day, site limitations and other factors. The system maintains a dynamic list of forthcoming requirements from which a dispatcher may select locations for a given trip.
Select scheduled locations; create or add to a route; open map. Specify first and last stop and system will define efficient path. Drag and drop to alternate order if required.
The optimized route also provides estimates of time and distance that may be compared to the technician's report after completion.
Field Operations Support
At each stop the technician can report all elements of the service that was provided. This may include quantities, issues and comments.
Between stops the driver-technician can rely on GPS-based turn-by-turn instructions.
Technicians can use paper-based or Internet-based reporting. For the former, detailed lists can be printed, and each stop can be reported for later data entry. Electronic reporting allows real-time evaluation hope progress by the dispatcher who is thus also enabled to insert stops dynamically if emergencies occur. Backup procedures are well-defined.
Management & Reporting
A custom dashboard is created for each user community. It summarizes activity in current and recent history and calls attention to urgent demands.
Configurable management reports.
Multiple logs and options.
Several logs are maintained. A general login and user transaction log records customer contact activity. Specific service activities are logged in their respective contexts. All recorded activities are linked to the active user. Requests for reports — especially those with export options — are logged as part of the security protocols.
Individual services are managed with Service Modules, e.g., restaurant services such as used cooking oil collection, grease trap cleanout, hood and related surface cleaning, and renderable food waste collection. Ad hoc or periodic services such as waste or other material hauling, yard or swimming pool maintenance, etc., can be managed with our General Services module.
Almost any Recycling Collection service can be tracked. Service modules have their own additional logging and reporting functions. Each service activity has activity tracking and performance analyses, presented graphically and in tables.
Numerous standard detailed reports and exports are also available. Custom reports can be developed by user request.
Each service provider can have multiple facilities. Data isolation may be invoked by facility. Permission sets under control of the group's manager govern what each user may do. So a user may access only the information needed to do their respective jobs.
Commencement of service for new organizations occurs in three phases: planning, implementation and continuation. The planning phase consists of several hours of consultation. Implementation includes upload of existing data, testing, data verification and training of key individuals. Continuation means active use of the system for customer service, scheduling, routing and reporting. The costs associated with each phase are based on customization (reprogramming), data storage and transmission, and the amount of data intervention and correction and customer support during the continuation phase.
En 2020, el sistema será disponible en español. Contáctenos, describiendo su empresa y sus requísitos.
Typical service and scheduling practices without CIC.
Due to continuous development, the images shown may not illustrate the precise, current appearance of the related features. Actual user data may be blurred or obscured.