IBM News on Ulitzer

Managed Maintenance, Inc. (MMI), a provider of complete contract management process optimization solutions, has significantly enhanced and extended the functionality of their ONEview™ contract management web portal with the addition of a new Customer Service Request (CSR) management module. The CSR module helps resellers, distributors, systems integrators and OEMs facilitate communication with customers and improve the efficiency of service request processing.

The CSR module provides a convenient, comprehensive, interactive service request tracking and management mechanism. From the minute an online service request is submitted, the CSR module tracks the status of the request every step of the way during processing, from origination through completion. It also automatically records, time and date stamps every communication between the end user and the vendor related to each request. This greatly improves customer service by eliminating ambiguities, confusion and missed communications.

“Customer satisfaction and retention are critical, and our clients look to us to help them take the best possible care of their customers,” said Tina Lux-Boim, president of MMI. “We created the CSR module based on client feedback and requests for enhancing our existing platform to make it even more robust and full featured to address specific customer service challenges they face every day. The CSR module now enables them to efficiently handle huge volumes of requests and ensure timely processing, which not only makes their customers happy, but it streamlines their billing cycles, as well.”

With the CSR module, an end user can enter a request and set the priority level for virtually any kind of service: getting a quote, revising a quote or contract, adding, changing, upgrading or removing equipment, relocating equipment to a new location, changing system configurations, whatever is needed. The CSR module auto-notifies everyone associated with the account via email.

Built for maximum flexibility and ease of use, the CSR module lets users copy old requests to new ones and link multiple requests to an original request or project. Any number of files and documents related to the request can be attached at any point during processing, such as quotes, revisions, contracts, purchase orders, configuration information and any kind of backup documentation. The CSR module automatically stores a copy of everything on the central server to ensure continuity and preserve a complete historical record.

As part of the ONEview™ portal, the CSR module can be customized with an OEM, VAR or distributor’s logo and branding for use by their customers and extended supply chain. MMI’s ONEview™ web portal provides a consolidated, real-time view of all customer contract information along with reporting tools and a notification system that alerts customers to expiring contracts and product lifecycles.

MMI offers the ONEview™ portal to clients in conjunction with its professional services on a hosted Software-as-a-Service (SaaS) subscription basis to deliver a complete service contract management optimization solution. More information is available at www.managedmaint.com.

ABOUT MANAGED MAINTENANCE, INC.

MMI is a leading provider of outsourced asset lifecycle and service contract management solutions that enable technology manufacturers and their channel business partners, distributors and service providers to maximize service contract and equipment replacement revenues. MMI’s professional services and ONEview unified contract management portal simplify the management of the entire lifecycle of their service and maintenance contracts, thereby reducing the cost of procurement and increasing the revenue opportunity to the supply chain. Founded in 2007 with a focus on IBM hardware, the company now has more than $300 million in maintenance business under management for a wide variety of technology products. MMI is headquartered in Boca Raton, Florida. For more information visit www.managedmaint.com