Service Management

Helps equipment dealers to plan, track, and analyse service operations

Service (work order)

  • Create segment level quotations; each version is saved in history for reference
  • Set up orders manually or automatically at periodic intervals
  • Record service time, expenses, parts and outside labor and materials
  • Supports multiple serial numbers and customers on a work order
  • Split work order segments between customers by specific amounts or percentage total
  • Independently close a single segment, multiple segments, or the entire work order and present the invoice in the order that makes the most sense
  • Setup each segment independently, or the entire work order to flat rate all, partial flat rate (labor, parts, miscellaneous) or, time
    and materials
  • Rapidly create service orders over the Internet with Enterprise Portal in Microsoft Dynamics AX

Service Agreements

  • Tailor agreements to customer requirements, service prices, and payment arrangements
  • Unlimited combination of equipment and service scenarios on a single contract
  • Full component and downtime tracking
  • Track true profit and loss at both the equipment and contract levels
  • Easily add or delete equipment from within a contract
  • Automatically schedule service visits utilizing calendar or telematics interfaces
  • Create and process service subscriptions for fixed-price service over a period of time
  • Accommodate revenue based on fixed or irregular periods and multiple price arrangements

Skill Tracking

  • Manage employee skill sets
  • Allocate technical assignments based on skill level and certification
  • Track employee certification renewals

Technician Time Management

  • Manage technician’s time as they “clock in” to a segment in real time, or
    batch enter labor at the end of the day
  • Quickly and easily view and approve time to final post to work order

Standard Job Management

  • Easily import and amend standard jobs from supported OEMs
  • Create from an existing segment or create and edit as needed from other media

Service Calls and Dispatching

  • Create service tasks and appointments within the Microsoft Outlook messaging and collaboration client
  • Gain full visibility through graphic field and shop floor scheduling screens
    • Visually track telematics enabled equipment and your service fleet when GPS enabled. Quickly see which technician is closest and able to complete the repair

Repair Management

  • Register repair tasks
  • Undertake diagnosis tracking and record resolution
  • Identify faulty products

Warranty Management

  • Enhanced warranty claim submission and reconciliation
  • Create a warranty claim on a work order segment and if supported by OEM, automatically
    transmit claim, receive claim acknowledgement, and settlement
  • Set parameters to automatically settle and close claims that fall within your guidelines
  • Fully integrated warranty parts tracking
  • Instantly locate stored parts for return to vendor; auto-purge parts upon expiration of OEM required parts retention period

Telematics

  • Automatically obtain hour meter, location, fuel level, error codes, and geofencing

Performance Reporting

  • Analyze expenses and profit and loss associated with the service engagement

Customer Feedback Management

  • Improve service delivery through case management and questionnaires
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