Service Manager General

We live in a service oriented society. A beneficial and profitable business system requires field tested solutions in varying environments. Service Manager meets these requirements. 15 years of experience in several service-related industries gives us a unique position to provide precise solutions and consulting.

Service Manager covers all the essentials of the service industry: Service management, Dispatching, Scheduling, Equipment maintenance, Knowledge base, Customer relationship tracking, Warranty, Scheduled service, Work force management, Work flow automation, Inventory management, and Billing. Supports the field service categories: Installations, Repairs, Field Service, Scheduled/Planned Maintenance, Meter readings, Rebuilds, and RMA. Real-time visibility to service history, contracts, warranties, and customer profile ensures capture of billable work as well as identifying potential sales opportunities. Management can base decisions on well presented business intelligence.

In addition, repeat service information provides valuable information to increasing service and product quality. Service Manager improves productivity and cost reporting by automating tracking of job steps, parts, and labor through the entire repair process. This is done by our Work Flow Manager and drill-down inquiry system. This information enables better decision-making and prioritization while limiting the parts over and under stocking. Work flow management reduces unnecessarily efforts when standard flows are acceptable. The sales and service department requirements often involve many business components such as; Sales department, inventory, techs, trucks, multiple locations, management, outside service providers, vendors, and so on. This can lead to fragmented and inefficient processes that adversely affect service performance and profitability. Service Manager helps you get your arms around your business by providing a single solution and database fully integrated to the powerful Sage MAS 90 and MAS 200 Accounting system.

Service Manager can help you maintain strong customer relationships through post-sales service and support excellence.

Scheduling and Dispatch

Both Field and Depot service benefit from our schedule and dispatch options. Reactive and repetitive service can be managed from Dispatch. Visualizing and managing scheduled tasks is made easy with the Dispatch Board.

One place lets you do it all. View scheduled tasks, jobs, customer account info, and other important data. Open new jobs, change job status, add notes to jobs, and perform other live activity from the dispatch Board.

Service Manager scheduling and dispatch module adds features to schedule, manage, bill, and report on repetitive and reactive service tasks.

Along with Contract Manager you may define contractual task requirements, and the system will pre-schedule them to dispatch.

Auto-scheduling provides a method of assigning the best tech and time to scheduled service. Auto-schedule an entire month and let the system do the work of finding best workers and times. Map Point integration available, giving you the ability to view daily routes, route optimization, and including this data on service order printing for the technician.

Fuel efficiency!!

Work Force Management

Often over looked, work force management is important in getting jobs done quickly and profitably. Assigning the correct worker to the job, with necessary parts will ensure fast closure. Productivity is monitored using on screen inquiries as well as reporting. View worker productive hours, non-productive hours, and where time has been spent. Service Manager reporting will help you see which techs are performing best and which need improvement.
Define your business processes and rules and the system will automatically enforce them. User-definable stages and rules give the flexibility of defining processes. Work flow direction and rules are defined per job type. Work Flow Automation provides the following User-definable features.

• Define work flow direction and redirection, per job type
  
• Define Process Steps within the work flow.
  
• Define each Step's rules to be enforced.
• Set business alerts per Step for informing the right people at the right time as to job status.

Parts Management

Service Manager has specialized built in management of inventory geared towards service, repair, and rebuilds. This includes keeping track of parts used by type of job and equipment, return of unused and used inventory, tools and equipment needed to do a job, asset management, and more.
Inventory can be allotted to the job prior to dispatch. All parts are tracked by the system for accountability. Instant purchase orders may be produced to satisfy job needs.

RMA

Handle returns and replacements with ease. Service Order Processing has built in RMA functions for sending and receiving inventory items. Common processes handled include; Advance replacements, repair and return, return to stock, and warranty replacements.

Inform the parts department of items to be shipped and have order waiting for them in the system. For items to be received, preprint tickets. RMA number is assigned to all transactions and tracked into history.

Work flow automation and our service alert system will keep you informed of RMA status, change in status, and passed commitments.

Reporting

Over 100 reports are available. All reports are Crystal Reports based. This mean the User may add or change reports themselves.