Key Features

Description

Service Item Management

§  Register all your service items and parts, including serial numbers, contract information, component management and BOM references

§  Access the service level agreement information concerning, for example, response times and warranty information

§  Track all components of a service item and view their status, for example, find out if a component has been replaced, when it was replaced, and how many times

§  Access key business indicators on service items, for example, view the cost, income or profit of the service associated with a given service item in any chosen time frame

§  Improve your troubleshooting capabilities by providing guidelines and procedures for solving service issues

Service Price Management

§  Set up, maintain and keep track of your service prices

§  Assign fixed, minimum or maximum prices

§  Set up service price groups to take into consideration the service item or service item group that the service task involves or the type of fault, for a limited period of time or for a specific customer or currency.

§  Define price calculation templates to adjust the different service parameters involved, for example, the parts used, the work types and the service charges.

§  Have the program automatically assign the correct price structure according to the related service price group when you create a service order,

§  Generate reports about the profitability of your service price groups and identify irrelevant, non-profitable service price groups

Service Order Management

§  Register after-sales issues including service and repair requests, and service orders

§  Automatically generate service orders, according to the terms stipulated in the service contract

§  Enter critical information from call center or repair shop

§  Register ad hoc or one-off service orders

§  Create customers and service items on-the-fly

§  Manage equipment lent out to customers

§  Access complete history on service quotes and service orders through the Service Order Log

Service Contract Management

§  Set up an agreement with the customer concerning the service level to be delivered

§  Create contract quotes and contracts using standard or predefined templates

§  Have the program automatically create contract renewals and contract invoices

§  Record details on service levels, response times, and discount levels for each contract

§  Enable flexible invoicing of contracts

§  Instant access to contract profitability measurement

§  Access history of each contract, including associated service items, used parts and man hours

Planning and Dispatching

§  Assign personnel to work orders

§  Assign service personnel and field technicians according to availability and skills

§  Gain an overview of service load levels and service task prioritizations

§  Handle task escalations efficiently

Job Scheduling

§  Automatically perform service-oriented tasks, for example, send out e-mails to customers upon completion of service of their service items

§  Perform automatic periodic checks on how many open service orders you have, and print them as a report