If you’re running a service management business, you will already know that client expectations of rapid service delivery from well informed technicians have never been higher.
They have an expectation that your people have the equipment, the parts and the know how to support their business. They expect your service company to support your technicians with modern communications that connect every area of your business so you can be more responsive and informed.
If your current business software solution is preventing your people accessing up to the minute customer information or access to the resources they need to service your customers, it could be costing you customers and profits. The smartest SME Service Management businesses turn to organisations such as CitySoft for help to incorporate modern technologies into their service delivery model. CitySoft’s extensive experience with this sector ensures companies receive the right advice and the right business software solution to achieve their immediate and future needs. One example of such a solution is Sage 300 Technisoft Service Management software for Technical Service businesses.
Business challenges for Technical Service businesses
Owners and service managers of SME Technical Service businesses are often frustrated by a lack of control and or visibility over their business. The list of complaints is extensive however, most of these complaints can be tracked back to business software solutions that fall short. Without the right business software, it becomes almost impossible to adequately manage staff in the field for optimal returns and to meet customer service expectations.
With over a quarter of a million users worldwide, Sage 300 is one of the most successful SME ERP solutions. Sage 300 is a ‘best of breed’ solution providing advanced financials, distribution, reporting and accounting capabilities to SME’s.
Technisoft Service Manager has been specifically built for Sage 300 as an industry-specific solution to provide technical service providers with the tools and the information to profitably deliver customer service from a mobile technical services team. Technisoft Service Manager utilises all the strengths of Sage 300 in delivering technical service organisations with best of breed service manager capabilities.
Coresystems Field Service Software
CitySoft is not unfamiliar with Core systems software having previously sold early versions of Core systems time capture software and the Coresystems eCommerce software - ePages a B2B and B2C eCommerce solution for SAP Business One.
The cloud field services system is specifically targeted at companies providing technical services. It manages scheduling of a field services team across Adhoc and scheduled appointments. A cloud based system, Core systems for a field services team is available on and off line on mobile devices, and will help organizations providing technical services to improve customer service and utilization.
The system consists of a resource and route planner, time & expense tracking, material management, & checklists and includes a whole host of reports, feedback, enquiries and assessments to streamline on-going customer service and equipment maintenance. Your resource planner can drag and drop service orders whilst creating optimal service call routes. Service technicians can use Coresystems field service software on line or off line to capture project or job times and travel, check past equipment service history whilst also obtaining sign on glass client acceptance of job completion. Materials can be reserved for jobs and ordered in for jobs and job quality can be managed through electronic job checklists. The Coresystems field service software handles scheduled and Adhoc service calls and offers client job creation via your Web portal.
Coresystems Connect allows you to create a branded customer portal where your customers can initiate a service request, on line, 24/7 Tag your equipment with a QR code and more identifiers if you choose such as RFID, NFC, BLE or iBeacon so your customers can simply scan their device to initiate a service request. The generated service request in coresystems will provide your service manager with contextual information such as service history, customer ID details and equipment status streamlining the entire request to service delivery chain.
Coresystems field service software utilizes the power of SAP Business One to deliver providers of technical field services a complete end to end business system. Coresystems field service software is an industry leader. It is built with modern Web technologies, and works on mobile devices freeing companies to deliver services, record and access information productively, efficiently and profitably
Technisoft Service Manager
The Technisoft Service Manager product for Sage 300 empowers field staff by providing mobile access to equipment history, customer account details, and stock information as well as CRM, appointment and scheduling information. Customer and employee portals provide an ideal vehicle for sharing data, requesting service and collecting electronic time cards. Optionally add in scheduled and preventative maintenance capabilities to round out the Technisoft Service Manager suite of software.
Technisoft provides system users with a wealth of information regarding customers, supplier; equipment, model and employee performance metrics and assists field staff to deliver services based on predefined checklists and technical data sheet information. Technisoft also provides system users with a solution knowledge base. Additionally Technisoft Service Manager enables project tracking and movement of equipment, as equipment is tied to a site, which in turn is linked to a customer. Contracts, warranties and preventative maintenance schedules further support post sale servicing and add on sales of parts, labour and consumables. Serialised inventory ensures comprehensive analysis of post sales service effort. Clear and concise graphical representation of jobs and resources supports the efforts of the service manager, to allocate the most appropriate resource to a job. With online access to jobs, SMS and email alerts, field staff will have greater transparency over their workload. With the ability to raise a product purchase order of items for a job from the field, manage van inventory and replenishment activities and to manage the full return material authorisation process field staff will be empowered to deliver optimal customer service.
The CRM application rounds out the Service Management solution by adding deeper geo, demo and psycho-graphic data capture to help deliver targeted services and support. Sage CRM aids communication with individuals and groups and cleverly records communications at service, person and company level with minimal administrative effort. Documents, emails and conversations regarding service, debt collection or sales opportunities are visible to your entire team responsible for customer service delivery.
CitySoft Consulting Group provides technical service providers solutions that incorporate preventative maintenance. 24/7 customer Web portal access, support requests, self-service and employee Web portal access, advanced scheduling and mobility modules that help produce highly effective scheduling and resource management and customer satisfaction. In turn the Sage intelligence and Sage Enterprise Intelligence applications enable companies to analyze their service, projects and jobs, accounts and inventory data for anomalies and opportunities to improve service delivery, cut costs and improve profitability.