https://www.xperience-group.com/solutions/erp/service365/
Service365 is a complete end-to-end service management solution built on Microsoft Dynamics 365 Business Central. It manages every aspect of the contractual arrangement, sites and equipment, scheduling, and mobile functionality and provides the tools you need to help your business gain greater control, improve margins and drive growth.
Service and facilities management businesses are reliant on IT systems to improve profitability, retain customers and improve workforce utilisation. With contracts subject to fierce price competition the emphasis is on meeting customer SLAs to maximise customer satisfaction and retention.
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Service365 is a complete end-to-end service management solution built on Microsoft Dynamics 365 Business Central. It manages every aspect of the contractual arrangement, sites and equipment, scheduling and mobile functionality and provides the tools you need to help your business gain greater control, improve margins and drive growth.
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Maintain all the information needed to manage your service contracts, including site details, equipment, SLA’s, planned call schedules, tasks and billing terms.
Set up SLA terms against each contract, including call priorities and required response times. SLA performance is constantly monitored and users can easily view or be
alerted to calls that are nearing SLA limits. SLA data can be updated in real-time from mobile devices.
Record details of all of the sites where service work is carried out, including access details, equipment, and planned tasks. A full history of all service work carried out at a site is maintained.
Maintain a full equipment register and allocate items to sites and contracts. Detailed information can be recorded including serial numbers and model details. A full history is maintained of all service work carried out on each equipment item.
Resources, such as engineers and subcontractors, can be set up with details such as skill sets and geographical region. Calls can then be allocated based on skills and location matching, diary availability and vehicle tracking information.
Raise service calls against contracts, sites and equipment items. Types of calls include planned, reactive, and installation. Each call can be broken down into user-defined stages such as received, allocated, accepted, travelling, on-site and completed.
Calls can be created with multiple tasks for different requirements and can be filtered by category and status for easy management. Consolidated call routines allow for tasks to be grouped together ensuring call efficiency.
Stock can be issued to service calls enabling first time fixes and maximising customer satisfaction. Van stock replenishment routines can be automated based on reorder levels with requisition and approval routines if required.
Integrated invoicing routines highlight calls that are due for invoicing. Flexible invoicing options can be set at contract level including fixed price, schedule of rates, time and materials, cost plus or based on quoted work. Users can adjust suggested pricing and authorisation options are available.
Service365 includes a powerful graphical resource planning tool, enabling service calls to be sent to the schedule for planning. Planners are able to easily allocate calls, ensuring the right people with the right skills, are at the right place at the right time to meet the client’s SLA.
The mobile app is fully integrated with service365 allowing calls to be sent to and completed by field engineers. This eliminates the need for paper-based job sheets, allows real time reporting and speeds up the billing process.
