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Powerful, Easy and Intuitive Service Management Solution on Microsoft Dynamics NAV. Manage the entire, end-to-end service lifecycle from Work Station, Web Browser and Smart device client. The solution helps to streamline dispatching process, minimize response times, maximize profit for company growth. Also this Service Management has flexible capabilities applicable to various type of service business, such as periodical maintenance, on-demand investigation and repairing or equipment rentals.

Key Benefits

Empower profitable service management

Improve the productivity of service process by leveraging desired functions along with your business, from simple service delivery to complex service model.

Leverage resource capability

Gain insight to resource availability and their skill quickly and dispatch engineers in the most efficient way.

Optimize field operations anytime anywhere

Enhance mobile devices capability for field engineers to drive real-time customer interactions.

Capabilities

ServiceBusinessFlow

Service Order

  • 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 center employee or by your repair shop. You can also use this module 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.

Service Contract

  • Set up an agreement with the customer concerning the service level to be delivered. With this module, 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 labor hours.
    > Measure contract profitability.
    > Generate contract quotes.
  • Automatically or manually generate contract invoices from a Service Contract. Also create invoices of multiple contracts at one time using a batch job for contract renewal.

Planning and Dispatching

  • Assign personnel to work orders and 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.

Service Item

  • Record and keep track of all your service items, including contract information, component management, and BOM reference and warranty information. Use the Trendscape Analysis feature to view key performance indicators on the service item in a given time frame.

Price Management

  • 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.

E-signature

  • Get customer signature on mobile devices on customer site and automatically have it related to an existing customer record, service orders and its lines. It also captures the time of signature which may be used for recording sing-in/ sign-off time of service deliveries.