Fidelity Service Management Suite (SMS) is a large-scale solution that provides service management in terms of customer, inventory, location and contract.

Total Service Management
Help desk service can  be provided to numerous companies belonging to the group from a single point of contact.

Call Management
Call entry and monitoring screens provide instant access to the essential information and documents. With the Self-Service module, problems can be communicated, monitored and reported over the internet or via e-mail.

Team (Back Office) Management
The questions and problems which could not be solved over the phone can be directed to the concerned back office personnel.

Notification and Escalation
Possesses a timely notification and escalation mechanism.

Inventory Management
With its robust, flexible and parametric structure, the solution answers specific needs in inventory management. Parts can be added to the inventory later on whenever needed. Spare part movements are monitored step by step.

Contract Management
Contract information is stored in the system in terms of inventory and location. The received services are monitored within the framework of SLAs.

SLA Management
SLAs can be designated in terms location, inventory and person while fulfilling the terms of the contract.

Spare Parts Management
Spare parts can be assembled in or dismantled from the product. These transactions are monitored and stored in the system.

Consumables Management
Consumables consumption can be monitored and analysed in terms of source of usage.

Monitoring Warranty Periods
Warranty periods can be tracked in terms of product and spare part.

ISO 20000 / ITIL Processes Management
Implementation of the ISO 20000 / ITIL Quality Management Standards in Service Processes; defining procedures in terms of processes; creating control lists.

Fidelity Service Management Suite Core Functions

• Help Desk Management

  • Taking calls over the phone, internet and by e-mail

  • Call Management

• Job orders and service management

• Inventory Management

• Contract Management

• SLA Management

• Debit tracking

• Change Management

• Satisfaction surveys

• ISO 20000 / ITIL Process Management

TEPUM Sigma

Phone: 90-212315 05 15 . e-mail: info@sigma.net.tr