In House Field Service Management
Our advanced Service Management Software (SMS) for field service work order repair, installation, and preventative maintenance is designed to streamline and enhance the efficiency of service operations. Below is a full description of our in-house field service management system, which maps out the process from start to finish and includes features like Infor XA integration.
Customer Request
Customer Call or Service Portal
The process begins when a customer reaches out via phone call or submits a request through our customer-facing service portal. The service portal is often integrated with the company’s website, allowing customers to request a service, track their requests, and communicate with the service team. Another typical initiation of a field service work order is service contracts for preventative maintenance. Learn More
Work Order Creation
Work Order Issuance
Once a service request is received, a work order is generated within the SMS. This work order includes all pertinent details such as customer information, service request details, priority level, and any other necessary data.
Technical Support
In house support is provided to solve issues prior to scheduling and dispatching.
Scheduling and Dispatching
Scheduling
The system then schedules the work order based on technician availability, skill set, location, and urgency of the request.
Dispatching via Mobile SM
The scheduled work order is dispatched to the technician’s mobile device through the SM mobile application. The technician receives all the necessary information to prepare for the service task.
Repair and Documentation
Completion of Repair
Upon receiving customer approval, the technician completes the repair, installation, or maintenance task.
Mobile Documentation
The technician uses the mobile SM to document all aspects of the service performed, including parts used, labor time, and any additional expenses incurred.
Work Order Forms
Technicians use forms to email customers of service performed.
Customer Approval and Billing
Customer Signature
The technician collects the customer’s signature electronically via the Mobile SM to confirm job completion and approval.
Billing
The SMS processes the billing through the ERP integration, generating an invoice that is sent to the customer.
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.
Value Proposition
The value of using a robust Service Management Software for field service operations lies in its ability to:
- Improve response times and service quality.
- Enhance technician productivity and efficiency.
- Ensure accurate and timely billing.
- Maintain synchronization between service operations and back-office systems.
- Provide real-time financial management and inventory control.
- Deliver actionable insights through advanced analytics and reporting.
By integrating our Service Management Software (SMS) with an ERP system, companies can achieve a unified and efficient workflow that enhances customer satisfaction and drives operational excellence.
"On the first day we went live, I got a call from a manager who was so excited, he had to tell me he just billed the customer before the technician was three miles outside the gate! "
– Michael Miller
Plant Manager, Distribution & Operations Center, Taylor Sudden Service, Inc.
Case Studies
Learn more about what our customers are saying by viewing service case studies below
Taylor Ready for Even More Growth with Faster, More Efficient Service Centers
By RMB Solutions Transforming Service Operations for Big Trucks Taylor is renowned for its colossal lift trucks, some tipping the scales at 100,000 pounds. Their technicians are always on the move, servicing these giants out in the field rather than bringing them into… Read More
Field Service App
Dispatching via Mobile SM Read More
Hussmann-Mexico Freezes Out the Competition with Streamlined Processes
By RMB Solutions Boosting Efficiency and Profitability in Refrigeration Services Hussmann, established in St. Louis, MO in 1906, is a global leader in manufacturing, selling, and servicing display and refrigeration equipment for food retailers. Hussmann-Mexico, a… Read More