Service & Logistics

Designed to meet the needs of IT, high-technology and industrial equipment suppliers, OneOffice Service Management is a powerful solution enabling companies to provide their customers with the highest quality service. Service Management is ideally suited to organisations that sell, install, commission and provide on-going support for their products.

It also meets the needs of companies who repair items and need to provide quotations to customers, track items being repaired throughout the repair lifecycle and monitor parts used and repair costs and warranties through to subsequent despatch and billing. OneOffice automates the entire business cycle  from a) the initial sale of products and services b) their transfer from the sales order to the service contract and c) billing for their delivery, implementation and ongoing maintenance.

Challenges

• Superior contract management - with so much to keep track of, it is essential that all interactions with the customer are visible, from product deliveries, spare part requisitions, warranty returns and impending service calls.
• Complex inventory management - with a combination of finished goods, spare parts, swaps and loans located anywhere from the warehouse to the engineers' car boots, close control of stock is a must.
• Field engineer despatch - keeping track of expensive field engineering resources is important if calls are to be optimised and customer service maintained.
• Repairs and warranties - as suppliers become increasingly demanding in their warranty claims processing, good record keeping and serial number traceability is critical as is cost capture and billing for repairs.

 Industry-specific functionality

• Integrated contract management - ensures accurate and easy contract billing, with automated revenue deferral.
• Contract renewal - with facilities to support renewal quotation, with product substitution and price uplift options supported.
• Swap-out/loan item control -and billing facilities ensure that all items are properly monitored and recovered. 
• Keeping track of parts - as well as labour and travel expenses for each call means full and timely recharging.
• Complete movement history - of all serialised items is provided, ensuring that items can be tracked on and off all contracts.
• Returns material administration - warranty handling, scrapping of goods.
• Controls both customer and supplier warranties
• Controls allocation and scheduling of engineers - helps plan work load in advance, meeting your SLA commitments to your customers.
• Call logging and escalation - through to engineer despatch and follow-up where appropriate.
• Monitoring engineer stock levels - and flexible despatch of parts to engineers maintains optimum call closure
• Planned Maintenance - schedules may also be maintained for contract items.