Metric One Entitlements for Onyx Employee Portal

Entitlements for Onyx Employee Portal

Entitlements Overview

Metric One Entitlements for Onyx Employee Portal (OEP) adds comprehensive contract and product warranty capabilities to your existing Onyx system. The system is tightly integrated with Onyx customer product registrations and support incidents to provide an accurate and controlled contract management environment for your contract administrator, service and support users.

Metric One Entitlements for OEP provides automated customer support availability, allowing your support engineers to concentrate on your customers' issue at hand, and not the status of the customers' right to receive service. The process of creating, tracking and expiring Entitlements will no longer be a cumbersome task; Metric One Entitlements will automate these processes enabling your service and support departments to operate at a higher level of efficiency.

Metric One Entitlements is sold as a complete package that incorporates data feed templates allowing expedited integration to your current product registration and order entry systems.

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Features

100% OEAS COM+ architecture.

Control Entitlements based on a multitude of factors:

	Number of Support Incidents Allowed

	Number of Days

	Number of Authorized Contacts

	Status

	Start Date / Expiration Date

Automated notification of expiring Entitlement contracts to drive a proactive contract renewal process

Support incident creation is controlled and recorded against valid support contract entitlements.

Ability to tie the entitlement-driven support incident creation process to an online store or ERP purchasing process. This allows for single support incidents to be purchased by customers when a support contract is expired or unavailable, thereby creating a new source of revenue.

Multiple products can be covered and tracked by a single support contract entitlement.

Expanded OEP Search functionality to include entitlement related fields such as the Entitlement Id, Contract Number, Product Serial Number, etc.

Ten user-defined fields available for customization and expansion

Available for Onyx Employee Portal v4.5, 5.0 & 5.5

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Benefits

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	Lowers support costs by decreasing overall call volume and online support activity.

	Proactively notify and offer customers' maintenance contract renewals as plans approach their expiration dates, thereby creating a potentially new profit center for your business.
	Data feed integration with your back office order-entry system allows for automated entitlement creation and cancellation based on orders and returns received via the data feed.

	Quickly validates which customers are authorized for support. Online support systems can be completely driven off of the entitlement data to automatically allow or deny support without user intervention.

	Allows for the modeling and implementation of Service Level Agreement (SLA) rules to ensure accurate response times based on the customers level of service.

Automated Customer and Product Registration Overview

Using the provided core data feed and data feed connector templates, you can seamlessly create product registration feeds from your existing order entry system or other outside product registration sources.

The automated feed will cleanse and import each customer record, creating product registrations, support contract entitlements and warranty entitlements.

The Metric One Entitlements package for OEP includes complete core data feed and connector data feed DTS packages for easy customization and modification to fit your specific source systems needs. The data feed templates contain all of the logic to process and convert product registrations and purchased contracts, originating from outside sources, into properly created customer records, customer product registrations and support contract entitlement records.

Online Customer Support Overview

Whether you are using the Onyx Customer Portal (OCP), or your own custom online support site integrated with your Onyx database, Metric One Entitlements gives you the power and flexibility to control your customers' overall support experience.

The following are scenarios of entitlement-driven online support:

Allow new support incidents to be created only when the customer has a valid, unexpired support entitlement contract.

Limit the type of support incident submitted based on which products are covered by an active entitlement.

Limit knowledge-base searches and downloads to articles and files that relate to products which are covered by an active entitlement.

Customize your portal to show the customer which products and entitlements they have, and when the entitlements expire.

Offer entitlement renewals to customers, who are in need of support, but whose entitlements have expired.

Customer Phone Support Overview
With the Metric One Entitlements package installed, support representatives no longer have to determine if a customer should receive support. Support incidents are started directly on the entitlements tab from an active entitlement. If the customer does not have any active entitlements, then the support representative immediately knows that the customer should not receive support. Options for single incident purchased support, as well as free incident support, can also be modeled within the system to allow for more flexible support scenarios. Contact Us! We invite you to contact us at any time to discuss your specific needs. Our staff will be more than happy to assist you with questions or provide you with a demonstration of our enhancement products. Metric One 5405 Alton Parkway Suite 5A #214 Irvine, CA 92604 (951) 520-0878 (951) 520-0827 (Fax) info@metricone.com		(Click screen shot to enlarge)