Eagle Field Service Features
The Eagle Business Intelligence module is a solution for creating highly formatted reports and operational dashboards. In order to present real-time, personalised and pertinent information to management and staff, Eagle embeds KPIs and reporting into menu dashboards. These dashboards can display either BIRT reports or Microsoft Power BI reports.
Based on their permissions and roles, users can select different dashboard information to display within different modules in the system. Reports allow full drill-down to source data for increased efficiency of system navigation.
Graphical dashboards provide eye-catching modern visualisations to reflect different types of data, allowing users to easily identify anomalies and early warning signals, enabling them to react in a timely manner. Sales staff are able to gain insights into up-selling and cross-selling opportunities by mining customer data.
The Eagle Financial Management module provides a fully integrated financial system, and includes Nominal Ledger and Cash Book, Nominal Ledger Report Writer, Sales Ledger, Purchase Ledger, Product and Job Costing, Fixed Assets Register, Landed Costs and Multi-Company functionalities.
A single, integrated solution from one supplier brings a huge number of benefits, including increased accuracy, a single source of information, time savings and improved efficiency. All features are designed to be easy to use and highly flexible to enable optimum accounting as part and parcel of the Eagle business solution.
Customer Relationship Management
Customer Relationship Management (CRM) is a business strategy for managing your company’s interactions with external organisations. Exel’s CRM module will enable your employees to meet the challenges they face on a daily basis. With CRM you can organise, automate and analyse all business processes to do with marketing, sales, prospects, customers, opportunities, customer service, support services, in fact any business activity in which there is interaction with a prospect or customer. By providing your users with accurate, effective information you are providing them with the tools to nurture existing customers and find and win new business.
Planned & Reactive Maintenance
Eagle provides a solution for companies with requirements for both Planned Maintenance (PM) and Reactive Maintenance models. The integrated nature of the system means that companies operating a Reactive Maintenance system can for example use the Call Centre module to take calls and then schedule visits from those calls using the Assisted Engineer Scheduler. Likewise the Planned Maintenance module allows companies to create a maintenance schedule for the entire duration of the maintenance contract, and provides companies with the power and tools to plan, schedule and manage all planned maintenance requirements.
The Engineer Scheduling Board shows engineer loading for both PM and reactive visits. The fully integrated nature of the solution ensures that companies know exactly which assets their customers have on site, they can track changes to those assets and create exact maintenance contract prices for those assets year-on-year.
In this competitive and challenging business environment, it is vital that field engineers deliver exceptional service levels to customers. Remote working can lead to inefficiencies and inaccurate data and coupled with the need to maximise productivity, it can be difficult to meet agreed service levels. Eagle can answer this challenge with its Remote Worker functionality. The Remote Worker module allows service engineers real-time access to appointments, schedules and mobile data. Updates made by mobile users are relayed real-time to the back office management system, ensuring that company-wide mobile data and office based information is unified throughout.
Service Engineers are provided with real-time access to information; and can book activities via a series of events onto their mobile device. If an engineer is in an area that does not have mobile coverage or the device is off-line, data is seamlessly synchronised with the back office server when the device is back on-line. All information on the case is held on the device until the engineer has mobile coverage again.
The Eagle Assisted Scheduling Board uses assisted scheduling to aid the operator in making the right engineer scheduling decision first time, every time. This ensures that not only is the operator more efficient, but that the best scheduling decisions are being made for the business – making the engineers’ days more efficient and cost effective.
Scheduling should be an easy task for any member of a service team, but often, specialist knowledge about engineer availability is held with individuals within the team. The Eagle Field Service Scheduling Board helps to unlock that knowledge in order that it is shared amongst all users. The Assisted Scheduler is designed to be easy to use so that even operators that do not normally have exposure to the scheduling process, are automatically assisted in making the right decisions.
Call / Case Management
The Eagle Call Centre Management module is a fully integrated life cycle case management system that allows you to track, schedule and resolve new and existing customer support issues easily and effectively. The management of requests coming into the system caters for both customer requests that need to have time booked against them and then be allocated to an engineer as well as cases that can be logged and closed off straight away. Speed and ease of use are key features allowing call centre operators to maintain high levels of customer satisfaction.
Within the Call Centre Management module there are powerful and versatile search facilities to enable the user to quickly find the correct customer record. This search function is also very effective when making enquiries on what actions have taken place on a case at any given point. Users can use filters to search by product model, date ranges of work & jobs, completed calls within specific time frames, by contact, case problem criteria, progress action points, resolution, to name a few.
When taking calls from domestic customers, users need to have the ability to log information without delay and ensure that customers receive good customer service. The key to this is an efficient call logging system that takes the user through the various stages of the call without delays or confusing screens and processes.