After-sales, from installation to the third year of the contract.
Installations, warranty claims, service tickets with SLA escalation, and AMC renewals that surface before they lapse.
For most manufacturers the sale is not the end of the relationship, it is the start of the expensive part. The machine gets installed, it is under warranty, then it is under an annual maintenance contract, and across those years somebody calls when it stops working. How that call is handled is what the customer remembers when they are deciding on the next order.
The trouble is that after-sales is usually the least systematic part of the business. A complaint arrives on a phone, gets passed to whoever is free, and exists as a message thread. Whether it was resolved, how long it took, and whether the customer was still under warranty are questions with no reliable answer.
Service management software should treat the installed machine as a record with a history, and that is what this module does. The installation, the warranty period, every ticket raised against it, every part replaced, and the AMC that covers it are all attached to the same asset — so the engineer arriving on site knows what happened last time.
What you get
Installation scheduling
Installations planned and recorded against the dispatch that shipped the machine, so the warranty clock starts from a date the system knows.
Warranty claims
Claims raised against the installed asset, with cover checked from the record rather than argued from an invoice somebody has to find.
Service tickets
Complaints logged, assigned and closed, with the history of the machine visible to whoever picks the ticket up.
SLA escalation
Response and resolution targets with escalation when they slip, so a ticket cannot sit unnoticed until the customer calls again.
AMC contracts
Annual maintenance contracts with their coverage, visits and value, and renewal dates that surface before they pass rather than after.
Asset history
Every visit, part and claim attached to the machine, so the engineer on site is not starting from the customer's account of it.
Why SLA escalation is the part that matters
A ticket system without escalation is a list. It records that a complaint was made and not much else, because nothing in it forces attention. Escalation is the mechanism that turns the list into a process: a response target, a resolution target, and a rule about who hears about it when either is missed.
The value shows up in the tickets nobody would have chased. Most service failures are not dramatic — they are the complaint that was assigned to somebody who was on leave, or logged on a Friday evening, and simply sat. Escalation catches exactly those, which is why it is worth more than any other feature in a service module.
AMC revenue that does not quietly lapse
Annual maintenance contracts are among the most profitable revenue a manufacturer has, and among the easiest to lose, because losing one requires nobody to do anything at all. The contract simply reaches its end date while everyone is busy, and the renewal conversation happens three months later, if it happens.
Tracking the contract as a record with a date makes the renewal a task rather than a memory. It also makes the commercial conversation better: when the visits made under the previous contract are recorded, the renewal is a discussion about value delivered rather than a price the customer has to take on trust.
The machine as the unit, not the ticket
Service systems built around tickets answer the question 'what is open'. Service systems built around the installed asset answer the more useful question: what has this machine done to this customer over three years. That is the view that tells you a unit is a repeat offender, that a batch shipped in a particular quarter has a common fault, or that a customer's operators need training rather than a spare.
Questions people ask.
What does service management software cover?
The whole after-sales life of an installed machine — the installation itself, the warranty period, service tickets raised against it, parts replaced, and any annual maintenance contract covering it, all attached to the same asset record.
How does SLA escalation work?
Tickets carry a response and a resolution target. When either is about to be missed the ticket escalates, so it reaches somebody with the authority to act before the customer calls a second time.
Can it track annual maintenance contracts and renewals?
Yes. Contracts are held with their coverage, scheduled visits and value, and upcoming renewal dates surface in advance so a contract does not lapse simply because nobody was watching the calendar.
Is warranty checked automatically?
Cover is read from the installation record, so whether a claim falls inside warranty is a lookup rather than a search for the original invoice.
Does the service history follow the machine?
Yes. Every ticket, visit and part is attached to the installed asset, so an engineer attending a call can see what was done previously instead of relying on the customer's recollection.
Related parts of the system
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