Customer requests

Access: Intervention → Customer request

note

The customer request is an optional step.

• Customer requests allow you to verify that a request made by a third party has been recorded, taken into account, and, if necessary, has resulted in an appropriate intervention.

• In addition, guaranteed intervention time (GIT) and guaranteed recovery time (GRT) are managed in accordance with the commitments defined in the contract associated with each request.

The workflow for a customer request is as follows:

Draft → Taken into account → In progress → Finished → Cancelled

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Following the response to a customer request, the Intervention status will be created in parallel.

1. On the request form, fill in the necessary information (address/intervention/partner).

2. Request Source: indicate the source of the request

3. Request Subject: indicate the subject of the request.

4. Intervention category: fill in the intervention category.

5. Contract: select a contract.

6. You will find all the equipment concerned by the request on the form.

From the customer request, you can generate a sale quotation and create an intervention.

However, you can still create an intervention without going through the customer request.

info

A customer request can be created automatically when the intervention is created. This can be useful for keeping a record.