Field Services

Service Call Management

• Module functionality automatically selects the technicians with the appropriate certifications to complete the service request
• Automatic costing of labour through the hotline button (i.e. billable hours). The amount of time spent can be attached to the service call or service ticket
• Parts/Materials/Labour Costs/Expense Costs flow to invoice to generate billing amounts and through to General Ledger to track all costs
• Screens for duplicate service calls for the same customer, location and equipment and provides the duplicate service call ID on the warning message
• Automatic escalation of calls based on user defined parameters (i.e. system e-mails the supervisor a notification that the call is past due)
• Integrates with telephony to automatically identify the customer before the call is answered
• Real-time integration to Contracts to maintain compliance on each covered piece of equipment and escalates accordingly.
• Contains default analysis reports to track profitability, failure analysis, technician utilisation and workload analysis. Customised reports can be generated using industry standard graphical report writers (Cognos Powerplay, Microsoft Excel, Crystal Reports etc)
• Seamless ties to returns and parts and material requisitions automatically update the status of the service call
• Technician travel and labour hours can be set to bill for a minimum amount of time or to round to a specified timeframe. Both the minimum and rounded labour time are completely user-definable to fit your specific needs
• Allows service requests to be collected from customers via call centre, e-mail or web browser through eService Centre customer self-service integration.

• Allows you to quote service level agreements and contract options, while monitoring the effect on profitability
• Renew contracts by transferring expiring contracts into a new quotation for re-pricing. Once re-priced the quotation can then be turned into a contract
• Once the options are defined, contracts can be configured to meet each customer's unique equipment coverage needs
• One contract can be applied to multiple customer sites, allowing for the needs of multi-site customers
• Provides full featured and extremely flexible contract pricing capabilities

• Provides customers with 7x24 service through the Internet without increasing staff
• Allows customers to place a service call, track status and trouble shoot their own problem with a powerful search engine

• Enables managers to predict future purchasing and scheduling requirements
• Once events are defined, the system can automatically generate preventative maintenance notices
• Synchronises the preventative maintenance schedule with the open service requests, to eliminate the need for multiple visits to the same customer site
• Allows for both fixed and floating types of service. Fixed type PMs are generated by month or day, based on the serial record. Floating type PMs are based on a measure with "AT" or "EVERY" options

• Allows technicians to access their open service call and submit updates from remote locations via synchronisation
• System can automatically calculate the internal cost and the amount to be billed to the customer based on status information entered by the technician
• System automatically updates the technician's trunk stock inventory as parts are used
• Technicians are given the ability to create work orders remotely.

• System maximises your capacity by automatically scheduling work orders based on specified parameters such as priority level or route
• Strategic reporting allows Depot Managers to view current and planned workflow
• Flags items that have been rescheduled or bumped in order to avoid missing customer expectations
• Tracks all miscellaneous items received with the returned equipment
• Automatically prompts the user to print the appropriate documentation
• Provides real-time status as equipment advances through the depot process
• Streamline data capturing on the shop floor through the use of Bar Code Scanners, which automatically track the labour and parts usage

• Ensures consistent workflow both internally and externally, depending on the Returns Material Authorisation (RMA) type (i.e. Credit, Replacement, Repair, Cross Ships)
• Ensures accuracy of each credit by automatically filling in required information from the original sales invoice
• Automatically checks for multiple returns of the same item, providing important product tracking information
• Provides repair status tracking
• Seamless ties to Inventory, Purchasing and Payables Management, ensure the tracking of Return to Vendor (RTV) credits, repairs and replacements

• Provides customers a convenient, easy to use interface to initiate and monitor the return process