Excellent customer service before, during and after delivery Designed to manage service for any size or type of business, internally and externally Facilitates tracking of products and services supplied Quick and easy access to profitability data about agreements, machines and customer sites etc. Unique cost and profitability analysis per serial number
Any type of business with after-sales or contract service requirements, whether local, national or international, can benefit from IBS Service. The solution automatically handles much of the routine work of managing after-sales service. All customer and product data relating to goods sold or supplied is available instantly for after-sales operations and management – with no re-keying.
Powerful reporting features improve forecasting, analysis and planning, as well as operational efficiency. Users can quickly find out how many service visits have been made, the type of service (preventive or repair service) and the labor and spare parts involved.
SERVICE OBJECT HANDLING IBS service will help your company tackle all stages of service consisting of:
Pre-sales – Pre-installation work can be performed before the object is sold to a customer. Configuration – Specifies the configuration of the service object. Automatically updated upon sale to customer. Measuring points and counters – Number of copies, number of kilometers, etc., can be defined/specified for each service object. History – Event histories are automatically created, for example when a new customer, an agreement or a configuration is assigned to a service object. Documentation and drawings – Can be attached to items and viewed from service order entry, or wherever you work with items. Internal and external remarks – Unlimited text can be added to the service object through the application's text editor. Work-center/tool connection – If used for internal maintenance, a service object can be connected to a work center or a tool.
QUOTATIONS AND SERVICE ORDERS The quotation application offers full support for service quotations with fixed or recommended prices. The service orders feature allows you to create them manually, copy from quotations or let them be created automatically through the preventive service calendar. Different prices/discounts are automatically calculated, depending on contract or warranty options. You have the option to group several jobs on one or more service objects and follow-up of time, cost and income can be done on service job level. The quotation and service orders function also includes:
Charge methods – Charge internal departments as well as the customer on the same service order. Price can be shown as a mix of recommended, fixed and actual. Service order close – Defines when a service order is ready for invoice. Validates and calculates reported time. Handles return of parts not used. Primary failed parts – The primary failed part can be defined for statistics. Service agreements – Multiple service agreements can be assigned to one service object. Customer hierarchy – More than one customer can be connected to the same service agreement. Different conditions by service agreement/service object – Such conditions as response time, completion time and different price and discount methods can be noted. Customers can choose from different conditions and prices at order entry. Automatic periodical invoicing – Service agreement income can be posted to the General Ledger in actual period or allocated to several periods. Preventive service handling – Preventive service can be automatically planned for a certain service object, with different time frames, or when the calibration point is reached. Preventive service visits – By agreement or customer-advised requirements. Preventive service calendar – Shows all preventive service events due to take place for a given service object. Preventive order suggestion – According to planned service in the service calendar. Service kits and operations – Preventive service can include a recommended service kit, for example a group of elements such as parts, time/labor, travel, subcontractors, consumables etc. Internal maintenance – If the service object is used for internal maintenance, the capacity for the connected work-center or tool is automatically reduced when preventive service is planned.
SERVICE PLANNING AND TIME REPORTING It‘s essential to plan and use engineers as efficiently as possible. IBS Service is equipped with functionality for suggesting available, suitable engineers to an appropriate job or area. Planned work hours are automatically updated in the Engineer's calendar.
The engineers merely report hours worked, travel undertaken, external purchases and other data. The application then calculates both working hours for the payroll and how many hours to invoice the customer.
IBS Service is integrated with IBS Planner View, which makes it possible to present service information graphically. IBS Planner View allows role-based access to different service information panels such as capacity/workload, tasks or other supporting information.
A number of IBS Service functions can also be activated directly from IBS Planner View, including scheduling and assigning service engineers to a service job.
WARRANTIES Warranty-determined invoicing and multiple warranties by object. One service object can be connected to multiple warranty types, controlling the posting to IBS Financials, as well as creating warranty claim records. Automatic start and expiry dates can be set according to delivery. Claims can be recorded on the basis of service orders.
REPORTS AND ANALYSIS
Report Writer is a unique follow-up on all levels. Drill down or across through information on service divisions, engineers, customers, agreements, service objects, recommended prices, charge prices, internal or external time, etc. You can track the object repair history which is available online. Powerful search and retrieval facilities show a summary of invoiced quantity, internal/external hours, discounts etc.
Some other IBS Report Writer features include:
Work-in-progress – Instant access to individual or accumulated costs for each job that has not yet been invoiced. Time follow-up – Analysis on engineer level. Service report – Provides engineers with all the details concerning the service job to be performed. Integration with IBS Analyzer – Service order flow analysis and different Critical Success Factors can easily be followed up in IBS Analyzer. Service cost and profitability analysis by serial number – If serial number-based item costing is activated, each serial number can have its unique cost price. With profit analysis, it's possible to get a complete view of all income and costs per serial number.
