National specialist private, commercial and heavy vehicle towing and recovery service, Car Towing Services, has contracted Logic Group company 4most, a leading supplier and implementer of SAP Business One ERP business software and technology solutions, to provide, install, implement and commission an ERP and financial software solution at its headquarters in Cleveland, Johannesburg.
The contract involves delivering an SAP Business One solution that includes full call centre and service management functionality, as well as financials, general ledger, accounts payable, accounts receivable, cashbook, purchasing, sales, inventory, workflow approval procedures and alerts and sales opportunities.
Integrating with MS Office, the SAP Business One solution enables each of the 10 branches at main centres in Gauteng, Mpumalanga, KwaZulu-Natal, Free State and the Cape to work with their own server.
Alex Viviers, 4most sales director, pointed out that hourly synchronisation with the main server at the Car Towing Services headquarters at Cleveland facilitates information transfer and consolidation.
The front office of the system is the fully integrated SAP Business One Call Centre Module, which operates 24 hours a day every day. It allows the entire process to be followed and logged from the time the assistance call is received to when the invoice is paid. Standard functionality includes approval procedures and alerts, such as current or new customer, payment history and credit limit.
“The call centre, on receiving a call from a customer with a break down, conducts a rapid search on an existing customer database and either brings up a full customer history or adds new customer detail and opens a job card for the control room,” says Viviers.
“This allows scheduling of assistance or pick up and recovery by the Car Towing Services driver closest to the scene. The integration functionality in the system enables a quotation to be prepared while the customer is being spoken to. The software also allows communication with customers, creates the required service activity job card and schedules a follow-up.”
Car Towing Services has contracted 4most to conduct the full implementation of the system, and to provide support services after the system goes live at the end of October.