To meet customer demands with the field service organization, companies must ensure that the right technician gets in front of the customer at the right time and the right parts to provide the result of issue resolution.

The best service organizations have taken the next step in scheduling. They have evolved from reactive scheduling to predictive forecasting. This pro-active service not only prevents more assets from breaking down, but it also shows the customer that they are essential. The customer relationship does not end with responding to a customer problem. Resolution is imperative in meeting Service Level Agreements with customers and maintaining a healthy partnership. Service Management provides you with the critical functionality to manage your service business and supports you in realizing and improving your customer satisfaction level.

Features

Supports tracking and tracing of service requests including prioritization based on the severity matrix
Supports multi-level as maintained object hierarchies (e.g. sites, systems, components)
Manage contracts, including SLA's, periodic invoicing, revenue recognition and price agreements
Provides full financial forecasting and cost evaluation
Supports service logistics, financials and work orders for field service as well as workshops
Assign the right engineer to the task based on skills using the Scheduling Overview
Real-time statistics on costs and revenues regarding a service contract/object

Benefits

Increased service revenue creation and cost containment
Increased contribution of service to total company results
Improved service operational performance and efficiency
Increase percentage installed base under a service contract
Improved levels of customer satisfaction and retention
Enhanced competitive market differentiation
Increase in workforce productivity and first -time fix percentage
Full integration with Dynamics 365 for Finance and Operations, Enterprise edition for further utilization of inventory and finance processes

Mobile Field Service

A unique integration of mobile workforce automation and a rich service management solution.

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Service Management

by HSO