COBAEX SVM is a complete solution for service ticket registration, processing and management. It covers services delivered on a guarantee and post-guarantee manner, as well as service contracts and standalone incidents. The solution is dedicated to the companies that are either vendors or dealers of various equipment, which is installed and under service cover served by either the company itself or other organizations that are delivering service on a contractual basis.

System delivers functionality for creating and maintaining in a structured way equipment installations base based in various customer locations. It also utilizes special web-based interface for registering the service tickets by customer, which has been provided an appropriate logon information. After logging in a customer is able to choose from his locations, equipment in these locations and appropriate service contracts the incident subject and fulfill the problem description.

The web-based incident registration mechanism can utilize the COBAEX CMS application providing it with additional, specialized components to be put on the webpages, as well as can work standalone - using the SOAP access to the system provided on the COBAEX platform level.

Service technicians are informed about the incidents completely automatically utilizing e-mail or SMS channel. Using these channels service technicians are also able to control the current status of an incident.

Devices, grouped in a type hierarchy are connected to specific customers. Every device type can have a special survey attached, which will be presented to the customer during the ticket registration process. This functionality delivers the way to describe the problem in a detailed and structured way.
Each device can have number of service contracts assigned. During the incident registration customer can select the contract he wishes to use during incident processing. System determines valid contracts in a fully automatic way, as well as uses contract data to determine the conditions, on which the incident should be handled.

Automation and standardization of the whole incident processing and maintenance process allows company to streamline all the actions connected with service ticket and provide higher level of customer experience gaining his loyalty. In the same time full control over the system processes will surely lower the service operations costs and eliminate escalations.