chapter  4
14 Pages

INFRASTRUCTURE AND FUNCTIONS OF CRM AND SMS TECHNOLOGY

Description of Key Functions Supported by Integrated SMS/CRM......... 52 Service Call Management ................................................................... 54 Service Planning and Scheduling ...................................................... 54 Logistics Management......................................................................... 55 Financial Control and Accounting ..................................................... 56 Database Management and Reporting .............................................. 57 Internal Systems Interfaces and Communication ............................. 57

New Developments in Service Management Systems .............................. 59 Vendors of CRM-Based Service Management Systems ............................. 64

Thus far, we have described the general concept and models associated with service management. The technology for Customer Relationship Management (CRM) and the Service Management System (SMS) deals with the management direction and control of the interface between past, present, and potential future customers of the service organization. In basic terms, CRM and SMS are designed to provide a seamless interface between the service buyer and the service seller, providing for the coordination and control of the two key physical resources (labor and material) in the service business through the use of a third resource (data). CRM was orginally developed for a product business environment, whereas SMS is designed for a service business environment. In service, the concepts of SMS and CRM are the same.