Glossary of terms used in the service CRM
Account and parent account: Account is a customer organization; typically with a physical address and employs contacts (the flesh and blood people you interact with).
Parent account is typically a multi-locational company. One parent account may have multiple accounts.
Sites: Physical address where an equipment is installed and will be serviced at.
Installed base: List and details of the equipment at various customer location. Some may be under maintenance contract, some may be under warranty support and some may be without any support contract.
Products: What you sell and/ or service.
Equipment: Products which have been sold and are now part of the installed base.
Contract and warranty: A product, when sold, is covered against manufacturing defect for a period after sale- typically 1 year; but, this can change from manufacturer to manufacturer. During the warranty period, the company may at its discretion, repair or replace the equipment if any fault develops in it. A warranty in many cases specifies
A Contract (annual maintenance contract) provides service coverage for the installed equipment beyond warranty period and is typically available at a cost. A contract may specify a certain number of scheduled calls for preventive maintenance. It may even specify a ceiling on the number of breakdown calls the company will attend to.
Service calls: When an installed equipment develops a fault, a service technician/ executive might need to visit the site for repairing it. A complaint is logged as a service ticket and the complaint is open or live till the ticket is “closed”.
Installation ticket: When an equipment is shipped out to customer, a service technician needs to be alerted to install the equipment and make sure it is working. When an installation ticket is closed, the equipment is “installed” and part of the installed base. It also moves the equipment in warranty.
Preventive maintenance/ scheduled service: Most installed equipment undergo a scheduled “health check” one or more times in a year to reduce the chances of catastrophic failure. Like your car goes for periodic service; after a certain number of days or miles of running.