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Service Management in Microsoft Dynamics NAV
Makes it profitable for you
to deliver superior customer service
Key Benefits:
- Increase your productivity
by creating a highly-efficient work environment for your service
employees and by gaining maximum efficiency from your service
operations
- Sharpen your competitive
edge by understanding your service operations better and by
improving customer satisfaction
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Key Features |
Description |
Service Item Management |
§ Register all your service items and parts,
including serial numbers, contract information, component
management and BOM references
§ Access the service level agreement information
concerning, for example, response times and warranty
information
§ Track all components of a service item and
view their status, for example, find out if a component has
been replaced, when it was replaced, and how many times
§ Access key business indicators on service
items, for example, view the cost, income or profit of the
service associated with a given service item in any chosen
time frame
§ Improve your troubleshooting capabilities by
providing guidelines and procedures for solving service
issues |
Service Price Management |
§ Set up, maintain and keep track of your
service prices
§ Assign fixed, minimum or maximum prices
§ Set up service price groups to take into
consideration the service item or service item group that
the service task involves or the type of fault, for a
limited period of time or for a specific customer or
currency.
§ Define price calculation templates to adjust
the different service parameters involved, for example, the
parts used, the work types and the service charges.
§ Have the program automatically assign the
correct price structure according to the related service
price group when you create a service order,
§ Generate reports about the profitability of
your service price groups and identify irrelevant,
non-profitable service price groups |
Service Order Management |
§ Register after-sales issues including service
and repair requests, and service orders
§ Automatically generate service orders,
according to the terms stipulated in the service contract
§ Enter critical information from call center or
repair shop
§ Register ad hoc or one-off service orders
§ Create customers and service items on-the-fly
§ Manage equipment lent out to customers
§ Access complete history on service quotes and
service orders through the Service Order Log |
Service Contract Management |
§ Set up an agreement with the customer
concerning the service level to be delivered
§ Create contract quotes and contracts using
standard or predefined templates
§ Have the program automatically create contract
renewals and contract invoices
§ Record details on service levels, response
times, and discount levels for each contract
§ Enable flexible invoicing of contracts
§ Instant access to contract profitability
measurement
§ Access history of each contract, including
associated service items, used parts and man hours |
Planning and Dispatching |
§ Assign personnel to work orders
§ Assign service personnel and field technicians
according to availability and skills
§ Gain an overview of service load levels and
service task prioritizations
§ Handle task escalations efficiently |
Job Scheduling |
§ Automatically perform service-oriented tasks,
for example, send out e-mails to customers upon completion
of service of their service items
§ Perform automatic periodic checks on how many
open service orders you have, and print them as a report |
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