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  • Sales & Service Management
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Pegasus Opera II - Sales and Service Management

Sales Pipeline Management

In today's hectic business environment, employees need more tools and information to win new customers and manage existing customer relationships. With Sales Pipeline Management (SPM), you gain total control over customers and prospects, whatever your goal.

SPM is a fully integrated module of Opera II that gives you clear visibility into all stages of the sales process. From the first point of contact, you can manage prospects, convert prospects to customers, manage the customer relationship, report on their profitability and increase your business potential with them, all from one solution.

When your sales team is out on the road, it is essential to be able to manage SPM data on the move. SPMRemote allows users to work offline with SPM and other Opera II related data with synchronisation of the SPM data back to the main system via a virtual private network (VPN) or local area network (LAN) connection.

Functionality Summary

Fully integrated module for Opera II -eliminating the need to maintain data on several systems

Maintain company details - single point of entry for new prospects or cross-reference existing customers/suppliers from the Sales / Purchase ledgers

Maintain unlimited contact details (including site addresses) within a company

New contacts can automatically update your Microsoft Outlook address book

User definable fields and look ups for Contact, Company, and Opportunity forms

Send e-mail / e-shots and import incoming e-mail from Microsoft Outlook 2003

Record notes and history against a contact

Remote access available for sales people on the move

History automatically updated by activities that take place, e.g. letters, mail shots

Record and track sales opportunities against a contact

Quotations can be generated for a customer or prospect and associated with a sales opportunity

Book appointments with a contact. These can be added automatically to your Outlook diary and recorded against the contacts history. Log 'to do' tasks against a contacts, opportunities, helpdesk calls or contracts.

Send e-mails via Microsoft Outlook for a contact or group

Generate mail shots (using Microsoft Word) for list of contacts / groups

Convert prospect / quotation details to live customer / sales order

Flexible reporting system via CRM reports, Excel allowing easy customisation

Sales funnel report

Sales forecasting reports, adjusted for probability. Analysis of sales by status / user / contact / company for a given date range.

Activity Reports - including time based reports

Service and Helpdesk Management

Service and Helpdesk management works with the Sales Pipeline Management (SPM) and Sales Order Processing (SOP) to provide complete, end-to-end service and maintenance management from Quote, Order and Delivery through to Installation, Contract, Service Breakdown and Billing.

Service Management is designed to maintain and renew maintenance contracts. You can also log all activities against a contract, such as site visits and Helpdesk calls, and have a complete picture of the contract, all in one place.

Service Level Agreement (SLA) call monitoring and engineer scheduling

Skills Matching, Service Areas and Fault Analysis, with comprehensive reporting capability

Contracts, Period Renewal Billing, Pro Rata Charging, Planned Maintenance

Equipment (Assets) Components, Variable Service Types, Warranty and Loan Equipment

Time, Expense and Parts Recording and Billing

Installation Projects and Scheduling

User-defined fields: Add your own data and terminology to key forms Complaints and Change Requests: full helpdesk and Knowledge Base

Helpdesk Management enables you to log calls against individual contracts and track them through to resolution. It provides a central point for recording problems, customer complaints, installation and preventative maintenance visits required against your products, services or contracts.

Calls can be logged with unique references, dates and descriptions

Track calls from initial logging through to resolution

Service areas and fault codes can be assigned to calls and then analysed

Skills Records and Asset Skill Requirements can be maintained so the right people area assigned calls

Engineers can be assigned to area codes

Calls can be assigned to different teams and members of teams

A register of solutions (Knowledge Base) can be maintained

Reports provide analysis of calls (eg by company, contact product or job)

Performance can be monitored against an SLA for each customer