LabLite Customer Service

Lablite Customer Service is the most configurable, user friendly customer service application available, and ideal for Municipal Water Departments who process complaints. The application empowers you to manage complaints electronically through the entire complaint lifecycle. It can even be configured to integrate seemlessly with LabLite LIMS, our flagship LIMS solution, providing great value to your business.

• A robust client/server system
• Completely scalable
• Configurable at global level as well as user level
• Flexible security model
• A pleasure to use
• Complete electroninc trail of complaint history, cradle to grave
• You will no longer have to purchase sticky notes by the pallet!

Lablite Customer Service, designed with the Water Quality Concern industry in mind, allows you to separate customer data from location data. This is a powerful feature as it enables you to query the system for data that related to a specific building or home, over a long time period, as well as a particular customer, regardless of where they've lived, over a specific time period. Some people move around, other folks may own multiple properties where you service them, etc. Therefore these two specific pieces of data are kept separate.

The application gives you the opportunity to record customer service calls, even if they were handled over the phone, and no further action was taken. Just imagine how many times that may happen in the course of a week or a month, yet your department gets no credit for it. If you are trying to validate a budget increase, and can show documented proof that you spent several man hours on the phone, over a specific period of time, it may help you to defend your position.

A "complaint" may be defined as an event by a specific customer at a specific location at a specific time. Complaints can have one or more "actions" assigned to them. An action could be to flush the lines, get a lab sample, etc. Actions are completely configurable.

A typical example of a customer complaint being generated and going through the complete lifecycle is illustrated below. For the sake of the illustration we will assume that it is being used by a Water Quality Concern office.

The Water Company receives a phone call from a customer who has several complaints about the quality of their water. If the user is in the system, they can immediately be located in the customer drop down via power typing or entering their phone number in our handy phone lookup tool. Next their location can be retrieved in the same way. If either customer or location data is new, it can be added into the system quickly and easily. Conversely, Lablite can import your businesses' customer and/or location data.

Additionally, the following data is captured:

Complaint Type Who received the complaint Date/Time Report Preference (How does the customer want to be contacted re: resolution) Status Description

This process can take less than 5 minutes. There is no need to have several sticky notes littering your desk. It is quick, easy and configurable. The next step is to assign one or more actions to the complaint.

Actions, which are customized for your specific business, are available, as well as the responsible party (or parties) being assigned. It is possible to also create and print off work orders to distribute to those assignees. You can assign an unlimited number actions to a complaint.

Additionally, the following data is captured:

Complaint Type Who received the complaint Date/Time Report Preference (How does the customer want to be contacted re: resolution) Status Description

Depending on your firm's specific workflow, you may or may not desire to create a work order for the individual actions that were assigned to the complaint.

There are several features with Lablite Customer Service Work Orders:

They contain both Customer and Location data, separated for convenience Blank Work Orders are available as well Special Work Order comments are available. This may be very helpful the person assigned needs to visit a location where the person is hard of hearing, or there is a vicious dog on the property, etc.

If an individual needs to have a chain of custody in hard copy, for example, a sampler, Lablite Customer Service offers that feature as well. Like the work order, a chain of custody is not mandatory, but always available.

There are several points of interest with chain of custody forms:

• They are customizable so that you can automatically include your company specific data
• Blank COC's are also available

Download our complete Customer Service brochure