Field Service Software Module

Field Service impacts customer service. Your field service dispatch center makes important decisions every day. Is the closest technician actually the best one for the job? Will the technicians and the parts arrive in perfect timing? Achieving the best (lowest cost, highest revenue) decisions all of the time, and ensuring that each decision is consistent with the strategic business goals can be a monumental challenge.

Customer satisfaction and operating margins are dramatically enhanced with the Seradex Field Service module. Meeting SLA’s on a budget is critical. This module processes service calls, parts, labor, quotes, warranty, purchase orders, work orders, repair scheduling, manufacturer charge-backs and customer billing. And best of all this is done in a completely integrated system in real time.

Open service calls can be accessed instantly by customer name, phone number or ticket number. Once the call is displayed, all relevant information pertaining to the issue is displayed. Any activity on the service order is time/date stamped and fully audited for management control.

Overall, the system is very easy to use. Staff may be manually assigned individually to service tickets or you can automate this! At the end of each day, the system can automatically schedule tickets by priority, route or request date. This maximizes the use of your staff and increases the number of customers that can be serviced daily.

Automatic reminders alert field service representatives when customer and follow-up goodwill calls are due. Representatives will know immediately when a customer's part has arrived, a service date has been set, or the order has been completed. The system ensures that all your customers receive the optimum service levels.

Field Service Module - Our Solution

Automatically manage follow-up calls and scheduling
Automatic warranty billing to correct parties, such as, vendor, customer or extended warranty provider
Quality assurance and analysis reporting by product, issue type, vendor or technician
Customers can log issues and track issue status over the web
Issue and manage Customer and Vendor RMA no's
Link associated tickets
Attach electronic documents to the Service Ticket
Link a service ticket to a Bill To and/or Site
Create Work Flows by Incident Type
Link a Service Ticket to a Bill To and/or Site
Search and attach a Service Ticket to a product and optionally a serial number
Create Service Contracts and associate a Service Ticket to a contract

Service Module Benefits

Streamlines the tracking and management of customer issues
Employees are held accountable for turnaround time and quality
Technicians will be able to view their workload and plan accordingly for optimum efficiency
Problem products, vendors or employees will be quickly identified
Centralized problem knowledge database for quick diagnosis
Escalation of outstanding problems based on exceeding time to resolve
Full integration to accounts receivable, vendor receivables, accounts payable and general ledger

The Field Service Module integrates to all of our supported accounting partners including ACCPAC, Great Plains, BusinessVision and QuickBooks.

Watch our ERP Video
ERP Resources
Lot and Serial Tracking
Product Configurator
ETO White Paper