3rd Party Field Service Management
Our field service management software is designed to include collaboration with 3rd party service providers. Below is an overview of how the software manages the entire field service process with 3rd party integration from the initial customer contact to final reporting and data analytics.
Customer Call and Service Request Initiation
Customer Contact
A customer initiates a service request by calling either the manufacturer’s service center or a 3rd party service provider who has received the call from the customer.
Service Request Logging
The service request incident is logged into the service management software, capturing details such as customer information, issue description, product details, and urgency.
Issuing a Warranty Claim Service Request
Warranty Verification
The software verifies the product’s warranty status using the serial number or purchase information.
Service Request Creation
A warranty claim service request is created in the system from the incident, and tagged with all relevant details, including warranty terms and conditions. Additionally, a service request may incorporate a preventative maintenance service contract. Learn More
Dispatching through 3rd Party Service Portal
Service Provider Selection
The user selects a suitable 3rd party service provider based on factors like location, expertise, and availability.
Dispatch Notifications
The service request is dispatched to the selected 3rd party provider through an integrated service portal. Notifications are sent to both the customer and the provider, confirming the service appointment.
Technician Evaluation and Quotation
On-Site Evaluation
A 3rd party technician visits the customer site to evaluate the issue. The technician records observations, identifies the problem, and determines the required repair or maintenance tasks.
Generated Quotes
If necessary, the technician generates a detailed quote for any additional costs not covered by the warranty. This includes labor, parts, and expenses.
Customer Approval
The quote is sent to the customer for approval. The technician proceeds with the repair or installation upon receiving the customer’s consent.
Service Completion and Documentation
Service Execution
The 3rd party technician completes the repair, installation, or preventative maintenance as per the approved scope of work.
Documentation
The 3rd party technician documents the service performed, including parts used, labor hours, and any additional expenses incurred. Photos and videos of the repair process can also be uploaded for reference.
Submitting Details for Credit or Payment
Data Entry
A 3rd party administrator enters the service details into the service portal, ensuring all documentation is accurate and complete.
Submission to Manufacturer
The service details are submitted to the manufacturer for review. The manufacturer verifies the claim and processes the credit or payment to the 3rd party provider.
Closing the Service Request
Service Closure
The service request is marked as closed once the manufacturer approves the claim and processes the payment.
Feedback Collection
Customer feedback is collected to assess satisfaction and identify areas for improvement.
ERP Integration and Synchronization
(Learn More About Integration Capabilities)
Data Synchronization
Synchronization with the company’s ERP system ensures that customer data, products, and replacement parts are always up-to-date. This synchronization is crucial for maintaining accurate records across the organization.
Inventory and Financial Transactions
Real-time integration with the ERP system allows for seamless management of inventory availability, invoicing, and credit memo transactions. When a part is used or an invoice is generated, the ERP system is updated instantly to reflect these changes.
Data Storage and Reporting
Data Warehouse
All relevant data is stored in a data warehouse. This includes customer details, repair information, parts used, and financial transactions.
Reporting and Analytics
The software provides robust reporting and analytics capabilities, allowing stakeholders to generate dashboards and reports for insights into service performance, technician efficiency, common issues, and overall customer satisfaction. Learn More
Continuous Improvement
Insights gained from analytics help in refining processes, improving service quality, and enhancing customer experience.
Dashboards
The stored data is utilized for generating reports, conducting analytics, and creating dashboards. These tools help in monitoring performance, identifying trends, and making informed decisions to improve service processes.
By streamlining these processes, the service management software ensures efficient handling of warranty claims, swift service delivery, accurate documentation, and seamless collaboration between manufacturers and 3rd party service providers.
"All that warranty claim information is automatically transmitted now. Two of us review the information every morning, I sign off on the claims, and then send it to accounting to issue the right credits — all electronically,"
– Ted Martin
Warranty Service Manager, Landoll Corporation
Case Studies
Learn more about what our customers are saying by viewing service case studies below
New Service Management System a Piece of Cake for South Bend
By RMB Solutions Efficiency in the Heat of the Kitchen South Bend, a division of Middleby Corp. and a leading manufacturer of commercial food service equipment, handles 100 to 150 calls daily with just four technicians. This high standard of customer service requires a… Read More
Warranty Claims App
Dispatching through 3rd Party Service Portal… Read More
Landoll Corporation Breaks New Ground with Service Management
By RMB Solutions Revolutionizing Service Management for Heavy Equipment Landoll Corporation, a multi-million dollar manufacturer of heavy equipment, has transformed its service management processes with RMB Solutions’ Service Management software. This change has… Read More