Fang Tianyun ERP system after-sales service support

1. Objectives of after-sales service support

The application of enterprise management software in support services is a key issue. Good support services can greatly reduce the complex work of customers, save a lot of working time and improve efficiency. We will make every effort to introduce support services to customers, so as to ensure the smooth and normal operation of the software. Based on the concept of "prevention is better than treatment" and "large-scale economic benefits", we will use most of our resources to provide good software system initialization services and regular error detection, so as to facilitate all customers.

2. After sales service support items

As the virtual IT Department of customers, Fangtian is bound to provide "quality assurance" support services.

Software system establishment

Software system maintenance

Software system upgrade

Complete system supporting documents

Professional training

Thoughtful door-to-door service

Remote digital support

System platform consulting service

Special professional support

3. Free service of after-sales service support

3.1 hotline, fax and email support services:

Customer service department provides product application consultation and question answer

3.2 Internet network services:

Fangtian has set up a user service column on the company's website to introduce to users the problems that may be encountered in the process of using Fangtian software and the application skills of Fangtian products, improve users' application level of Fangtian software, and strengthen communication with users.

3.3 on site support services:

Within one year after sales, we provide customers with system setting, maintenance, data sorting and other services.

3.4 lectures on basic management and product application:

Users can enjoy the lectures on basic management and product application offered in Fangtian training classroom.

3.5 user service card system:

Fangtian establishes a complete user archive, and regularly visits and guides users.

3.6 user exchange conference:

The user application exchange conference will be held in different regions and industries, and users will be invited to participate in the conference according to a certain proportion, so as to listen to users' application experience and opinions, enhance the exchange between users and industry experts, users and users, and further improve users' software application level.

3.7 weekly open class:

Make an appointment every month to attend classes and trainings in all branches of Fangtian

3. After sales service support service response

Since 2000, Fangtian group has established an online customer center, and online service Fangtian has distributed many customers across the country.

4. Service quality assurance measures of Fangtian Technology

Over the years, Fang Tian has accumulated rich experience in the development and implementation of enterprise management system projects. The accumulation of these experiences benefits from the trust and cooperation of customers to our company. In strict compliance with the ISO9002 international quality assurance system standard, a set of practical project management methods, system analysis methods, system design technology and a set of plans and methods for project testing and quality assurance have been formed. Fang Tian believes that these technologies and methods will contribute to the development and implementation of the current system along the right track, quality and quantity, efficient and orderly according to the plan.

4.1 service organization guarantee of Fangtian

Fangtian's customer service department not only has a group of experienced technical engineers, but also, more importantly, all consultants, technical personnel and administrative personnel present a service team in front of customers. We pay attention to the extensive exchange and communication of customers' feedback, work experience and results among colleagues, so as to improve the overall service quality and improve customer satisfaction. Through several years of efforts and strong support from customers, the customer service department of Fangtian company has won good reputation among the user groups.

The consulting and Training Department of customer service center has gathered many experienced implementation consultants. Before entering the field of ERP software, most of them have many years of practical ERP management experience. Therefore, in the process of helping customers to implement, they can really understand the actual situation and requirements of users, combine it with the features of Fangtian ERP, and then put forward targeted implementation plan. Therefore, we choose not only an excellent management system, but also a group of experienced implementation consultants.

4.2 customer event centered service mechanism

From the confirmation of events, assign special personnel to be responsible for the whole process of implementation monitoring mechanism, such as solutions, handling results filing, etc.

4.3 standard training criteria:

4.3.1 it basic knowledge training

4.3.2 ERP management training for modern enterprises

4.3.3 Fangtian ERP system architecture and process training

4.3.4 Fangtian ERP system operation training

4.3 training on business process / management system of Fangtian ERP set by customers

4.4 complete document system

4.4.1 project / product implementation organization manual

4.4.2 project / product implementation schedule

Founder ERP system platform manual

Operation manual of Fangtian ERP

Fangtian ERP image CD

User customized business process and authority Manual of Fangtian ERP

Maintenance Manual of Fangtian ERP system

Fangtian ERP image CD

4.5 customer relationship file system

Record all the implementation and maintenance documents of each user, which provides a perfect data guarantee for quick response to user's maintenance and upgrade requirements in the future.

4.6 quality assurance system at project / product implementation stage

Requirement analysis stage: ensure that "system requirement investigation report" conforms to quality specifications and user requirements

System integration and installation stage: ensure the normal operation of the system,

Implementation stage: ensure to carry out work according to schedule, control resource demand and cost, and provide personnel training

System acceptance stage: ensure that the system functions and performance meet the user's requirements and pass the acceptance once

System maintenance stage: to ensure that in case of system failure, technicians can provide technical support for customers or arrive at the site for troubleshooting in time to meet customer requirements

4.7 project / product implementation review system

Review the documents generated in each stage of the software production cycle to ensure that the contents and specifications of the documents are consistent with the requirements of standards, specification contract agreements or other criteria, and meet the requirements of users.