Solutions: SM-Plus Service Management
Service Management Plus (SM-Plus?), the exclusive service management solution seamlessly integrated with Sage 500 ERP, covers not only the entire service lifecycle and every type of service (call center, parts, field, depot, refurbishment, warranty and installation and professional services), but also the entire service enterprise through tight integration of mobile and web access for field service, customers, dealers and suppliers with costing, financials, inventory and operational support.
SM-Plus manages warranty tracking, incident reporting, resource scheduling, service repair orders, expense tracking/reconciliation, and service contracts. Core functionality of SM-Plus? also meets internal enterprise asset management (EAM) requirements such as plant, fleet, facility and preventative maintenance.
Core Functionality includes:
Call Center & Incident Tracking - allows customer service representatives to track and manage customer inquiries, offer front-line support and obtain information about a problem or issue.
Equipment / Configuration Management - provides detailed "as-built" and "as-repaired" BOM configuration for serialized equipment, including subcomponents.
Resource Scheduling & Dispatch - Helps you match technician skills with job requirements and provides total visibility of available partners and material capacity for better resource utilization.
Field Service - supports full field service processes from scheduling & dispatch through repair & customer invoicing and reporting.
Depot Repair - provides flexible service center support with visibility of products from the time they arrive to the time they leave so you can meet the demands of your customers.
Service Contracts - flexible contract administration allows you to tailor your contract options to meet a variety of customer needs including billing options, rentals, special rates, automatic renewals and more.
Warranty Tracking - gain complete visibility into product warranty information including a complete history of all add-ons and replacement parts made over time from a single screen.
Expense Reconciliation & Reimbursement - allows technicians to enter time and related expenses on a work order via the simple unified time entry screen or via a web portal using the SM-Plus Web Employee Portal.
Internal Assets - manage preventive maintenance and repair of your internal machines, workstations, calibration equipment, service vehicle fleets, etc. to ensure uptime and reduce costs.
Inventory Management - ensure that the right parts are available at the right time to avoid costly repeat service calls and ensure customer satisfaction.
Financials - consolidate, integrate and analyze all your financial information so you can track business success now and in the future with built-in AP/AR & GL, budgeting, forecasting, and multi-site/currency support.