Service and Support Management (SSM) in QAD

Posted on: March 17, 2022 | By: David Kwo | QAD Manufacturing, QAD Business Process

QAD Service and Support Management (SSM) provides a comprehensive suite of functionality to support a manufacturer’s efforts to service products sold to their customers and ensure customer satisfaction.

Determining what SSM functionality to implement is based on the services that you provide to the customer now and those you intend to provide in the future. Among the many decisions that need to be made, determining what SSM functionality to implement is key.

The various SSM functions include:

Standalone RMA’s (Return Material Authorizations) support

  • Sales Returns for Credit
  • Exchanges for different product (with or without added billing)
  • Exchanges for Warranty or Billable repairs

  • Return for Warranty or Billable repairs

Standalone Calls

  • Document Technical Support activities including quantifying reasons/resolutions for call.
    • Customer/Technical service personnel can use tool to record interactions and next steps to resolution
    • Customer service personnel can use tool to record interactions for assessment purposes

  • Document other Customer Interactions (besides service)
    • A/R Collections
    • Complaints (FDA or other)
      • Generate reports in FDA-required manner ad hoc
    • Any other customer or internal interactions

Calls with Activity Recording

  • Fully supports Field Service activities under Warranty, Contract or Billable scenarios
    • Keep track of expenses, labor, and parts
    • Automation of invoices costs in system
  • Provides scheduling of Field resources
    • View each technician’s schedule and workload to delegate efficiently

All of the above functionality provides the ability to trace root causes for support/returns/failures and are fully supported by the Master Data and Accounting/Finance modules within QAD.

Read more about leveraging QAD systems to service customers:

Creating Customer Profiles in QAD

Customer Consignment in QAD’s Adaptive ERP

Improve Responsiveness and Customer Management with QAD

Next Steps

If you are interested in learning more about Customer Profiles in QAD and/or maximizing the use of your QAD system, contact us here to find out how we can help you grow your business. You can also email us at info@loganconsulting.com or call (312) 345-8810.



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