Service Management

Assign personnel to work orders. Log details, such as work order handling and work order status. For Dispatching, manage service personnel and field technician information and filter according to availability, skills, and stock items. Gain an overview of service task prioritization, service loads, and task escalations.

 

Set up an agreement with the customer concerning the service level to be delivered within the Service Contract. With this granule, you can:

• Maintain information on contract history, contract renewal, and contract templates.

• Manage warranty details on service items and spare parts.

• Record details on service levels, response times, and discount levels, as well as on the service history of each contract, including used service items and parts and labour hours.

• Measure contract profitability.

• Generate contract quotes.

 

With Service Item Management you can record and keep track of all your service items, including contract information, component management, and BOM reference and warranty information. There is a Trend-Scape Analysis feature to view key performance indicators on the service item in a given time frame.

 

In the Service Order Management granule you can register your after-sales issues including service requests, services due, service orders, and repair requests. Service requests can be initiated by the customer or created automatically according to the terms in your Service as

 well as on the service history of each contract, including used service items and parts and labour hours.

• Measure contract profitability.

• Generate contract quotes.

 

With Service Item Management you can record and keep track of all your service items, including contract information, component management, and BOM reference and warranty information. There is a Trend-Scape Analysis feature to view key performance indicators on the service item in a given time frame.

 

In the Service Order Management granule you can register your after-sales issues including service requests, services due, service orders, and repair requests. Service requests can be initiated by the customer or created automatically according to the terms in your Service

Agreement. Data can be entered in the service orders by a call centre employee or by your repair shop. You can also use this granule to register impromptu or one-off service orders. Register and manage equipment loaned to customers. Get a Complete History of your service orders and service order quotes through the Service Order Log.

 

Set up, maintain, and monitor your Service Prices. Set up price groups based on different criteria—such as the service item (or several item groups), the service task involved, or the type of fault—for a limited period of time, or for a specific customer or currency. Define price calculation structures that include all parameters involved in providing service—for example, the parts used, the different work types, and the service charges. The system automatically assigns the correct price structure to the service orders that match the service price group criteria. You can also assign fixed prices, minimum prices, or maximum prices to service price groups and view statistics about the profitability of each service price group