The Business Challenge :
Across Industries it is a huge task to manage complex field service operations with high levels of
profitability and customer satisfaction.
To increase business productivity by adjusting quickly to change: to track the
effective date of changes so they can be made before they become effective,
to easily managing contracts and equipment, and increasing efficiency in
estimating the amount of time to complete service calls.
You can turn your
service center into a profit center by proactively initiating contract renewals,
tracking product warranties, level loading technician schedules, and more.
Share information With easy and
accurate access to a vast array of
information, organizations can provide
customers with first-class service,
ensuring that the right technician is
dispatched with an understanding of
the complete history of the customer.
Increase customer satisfaction
Improve customer service and reduce
costs with Web-based tools that enable
customers to resolve service issues
themselves.
Make quick intelligent business
decisions. Use standard reports and
inquiries to track equipment service
details, parts usage, and technician
labor. Monitor customer call status,
response times, and technician
workload. Analyze customer and
equipment call history, service contract
profitability, and vital warranty issues.
Flexibility Reverse a contract or
credit a customer a flat or prorated
amount when cancelling a contract.
Provide visibility across the organization
to ensure that the right resource is
assigned to the right work order.
The Solution :
Service Call Management
Track and update new and historical service calls against a
contract or service warranty. Time execution, coordinate customer
schedules, assign appropriately skilled technicians, and escalate calls
automatically.
Track parts, labor, and expense details. Create a Parts Usage report.
Manage spare parts and trunk- and lot- tracked stock inventory. Monitor customer billing. Automate a single consolidated invoice.
Generate standard and ad hoc reports to track profitability and
analyze parts failure, technician utilization, and workload.
Contract Management
Maintain unlimited contract price books, monitor profitability against
service calls, and recognize revenues through five different methods.
Create and convert customer quotes for multiple service levels and
options. Utilize contract options and response times to provide
customers multiple levels of service agreements. Renew contracts by
re-pricing and then reissuing them, or by utilizing automatic renewal
capabilities. Bill customers based on time or meter usage.
Identify the sales order or purchase order document number that
created the Equipment record with an Equipment record audit trail. Ensure accurate billing and compliance with service agreements
Exclude “expired lines.” Move contract line items from document to
document or from site to site within a document. Highlight multiple
equipment parts in the Equipment lookup to add to a contract
instead of adding them line by line.
Preventive Maintenance
Returns Management
Perform automated checks for returns. Track repair and return status.
Accurately credit customers based on the original sales invoice.
Generate customer return merchandise authorizations (RMAs)
from historical customer invoices, service calls, or manually. Built-in
workflow management allows for a separate RMA item receiving
process and RMA closing process.
Meet customer and vendor requirements for product and part returns.
Generate return to vendors (RTVs) or depot work orders with a single
click. Automatically transfer return-to-stock items from the returns
warehouse to the main warehouse
