Get more from Microsoft Dynamics AX with Service Management from HSO

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1 Get more from Microsoft Dynamics AX with Service Management from HSO FACTSHEET SERVICE MANAGEMENT CHALLENGES Integrated approach including managing customers, resources, partners and contracts Managing the service department as a profit Center Internal mandate to increase service revenue and at the same time to reduce/contain service costs Customer demand for higher asset uptime Mandate to gain greater competitive differentiation Desire to stimulate overall revenue growth from installed base SOLUTION Benefits Increased contribution of service to total company results Improved service operational performance and efficiency Increase % installed base under service contract Improved levels of customer satisfaction and retention Increase in workforce productivity and first time fix % More than 150 customers worldwide rely on HSO Service Management for Microsoft Dynamics AX to support their daily (Field) service business processes. Service Management supports your service organization featuring: complaints and warranty, repairs and periodic maintenance. At the same time you have direct access to all the data you need regarding the service objects, resources, contract and logistics. HSO Service Management is a certified for Microsoft Dynamics AX solution. Certified for Microsoft Dynamics is a program from Microsoft to elevate the standard of partner developed software solutions. Certified for Microsoft Dynamics solutions have met Microsoft s highest standard for partner developed software solutions. SERVICE OBJECTS Service is related to objects (e.g. a car, a machine, a software program, a building or any similar type of asset or configuration). The system offers you several ways to register these objects in relation to the service you want to provide. Objects can be a single item or a complex installation consisting of many objects and components in a flexible multilevel structure. The multilevel structure can easily be created via the graphical object builder. The service levels and types of service you agree upon with your customer can be registered in a contract with a direct relation to the objects and relevant customer data. Complete history on service data provides you with the (financial) management information you need. HSO Rental offers comprehensive rental order management from quotation to invoice. The basic service process

2 The flow chart shows a basic service management process. Service Management can be fully configured to meet the service process requirements of your organization. Service process and procedures can be tailored using the service call types and the service call statuses. Any change in flow related data, is recorded in the call-history. This allows for extensive and detailed SLA fulfillment analysis. You have the possibility to notify status changes to the workers, customers and vendors via automatic s. Diagnostic & follow-up You can route the service requests and - if needed - additional work can be identified to be carried out by the workshop or field-service engineers. Sales-orders (without hours or planning) can also be used in the follow-up. Resource and item allocation Service Management uses event codes to identify predefined work packages, which can have budgets and proposed spare parts usage. For example, a repair task which always takes two hours and requires multiple default spare parts. The event code serves as a template for a new service task like repair, inspection, preventive maintenance and testing. Event codes provide a common classification, which allows for a comparison over multiple object types. Service management offers you several graphical overviews to analyze call/event behavior on (a selection of) service objects. Within the graphical overview you can reschedule the service task by just drag and drop and get detailed information by directly zooming in on underlying information (service request, capacity reservations, etc.). EXECUTION & REGISTRATION When your service worker is planned for a service task, a work order is created. Work orders combine items, hours and work specification into one document. Work orders may start as a quotation from the sales module, from a service request or from predefined planned maintenance on an object in a service contract. After the service activities have been executed, hours, materials, costs and mileage are accounted for, so they can be charged as agreed upon, request evaluation and close. The allocations of the costs (hours, materials, costs and mileage) which are related to the service request are finally set, after the activities have been finished. Service call registration Diagnosis / determine follow-up PURCHASE, PLANNING AND PREPARATION Service Management can suggest a resource - based on the object (location management) and event code settings you have entered into the system. Your planner first determines what kind of resources (type/group of workers, machines and materials) are necessary for solving the service request. Based on standard problem codes that can be indicated for each object type, a standard use of resources is proposed. It is possible to access a list with sub-objects and/or components of which an object can consist of. Based on these data, a detailed plan can be made. With Service Management you get a graphical scheduling overview for a clear and detailed view regarding the scheduled activities for your service workers. Using this scheduling overview, your plannerhas all the necessary data in one or two separated screens with drag and drop functionality from the service tasks to the planning. Several views are provided: Resource (group) The view can be generated per resource group or per resource Overview period flexible definition of period and period duration Orientation Horizontal or vertical There are different ways to view the resources and periods Resource & item allocation Purchase, planning & preparation Execution & registration No Customer satisfied? Yes Call evaluation & closing Cost allocation & invoicing

3 Key features Service Management Graphical planning rental objects Graphical planning for projects Also at this time, it is clear which part can be charged. You can monitor the progress of the service request by service statuses. These statuses can be determined for each service request-type. Each change in status is logged, thereby creating a historical overview of the processing of the service request. In addition to this, more operational information, historical data concerning the costs and revenues can also be retrieved. What did the service object cost with respect to depreciation, hours, components, hiring third parties, etc.? Were the revenues for the period sufficient to cover the costs? Cost allocation and invoicing It is possible to invoice the activities not only after closing a service request, but also during the entire process. Periodically (daily, weekly, monthly, etc.), invoice proposals are generated, based on an invoice schedule related to the service contract. Periodic invoices can also be based on the executed service activities. What is invoiced on which date, depends on the contract agreements made and the costs incurred in executing the service request. Included in the invoice are the service, rent and lease amounts to be paid periodically. Historical data For each object, all transactions - from the service perspective - are logged and saved. Over a period of time this provides a rich basis of historical data for each object and each contract, such like: The amount of service requests Who handled a certain service status Duration of the service activities What types of requests and which activities are performed frequently Hour and materials which are necessary for various types of activities SERVICE CONTRACT MANAGEMENT In the service management module with enhanced contract functionality, creating a service contract becomes process driven. Service contracts are now created via a contract proposal. See the process below. Type Service Level Definition Content Proposal Quotation(s) Service

4 In a contract proposal the actual contract can be modeled without creating the actual contract. Only when a contract proposal is promoted the actual contract is created. A contract proposal can be made for anonymous content; this anonymous content won t appear in the service object table, but can be used to model the proposal with its invoice and service schedule. The contract proposal also supports adding/removing service objects using the graphical object builder directly from the contract proposal screen. By separating these processes it is now possible to change/renew contracts without reopening the actual contract. During the process of modelling the new changes, creating a quote and receiving the customer approval you can continue working on the existing contract. Since the addendum is using date affectivity you can add addenda contract weeks/months in advance while still respecting the current active terms and conditions. Invoicing and financial postings With the use of contract proposals and contract addenda the actual contract can stay active even when changes need to be made. This helps in limiting updating financial postings. When a contract change has a financial impact it will only update the financial posting for the service objects and periods that are affected. In addition, new financial functionality has been added to support more flexibility in invoicing a contract. With the pre-payment functionality, contracts can be invoiced without using journals. The new agreed changes will only be applied to the contract when the contract proposal is promoted. These changes are added to the contract as a contract addendum. Using the AX on-account logic, contracts can be invoiced upfront and the revenue can be recognized in the different months after invoicing.

5 Data Summary Sheet Service s quotations/confirmations Independent invoice schedule Unit volume for forecast correction Flexible project integration Used service points Preventive maintenance schedule per contract Invoice scheduling per contract Travel expenses template Request handling template with SLA Unlimited number of service objects Service object log Specification coverage components Service request overview and functionality Automatic crediting in case of turning back the clock when a contract is preliminary ended Project forecast based on set-up/object type usage volume Financially integrated with projects without overhead Invoicing in advance with posting in correct financial period s may be extended for another period, using new or old price agreements Batch and bulk postings Objects/sub-objects Graphical object builder Automatic creation of objects/contracts from sales lines Objects can be associated with Inventory Full financial service history Full logistic service history Depreciation versus invoicing Pools of objects for large contracts Maintenance of hierarchical object structures Planned maintenance, based on time or usage volume Active configuration of objects including serial number per sub-assembly Object Types Object class and manufacturer maintenance Recurring tasks with BOM as item context Service schedule at volume or time interval Forecast of time and materials for each service schedule line Components and Component Types Event codes and Operations Extra level in the hierarchical object structure Detailed registration on meaningful components Predefined material and hour usage per object type on service requests Forecasting on planned maintenance Statistics on budgets and realizations Detailed registration on meaningful components Continued on next page

6 Data Summary Sheet Service Requests/Tasks Standard and simplified helpdesk screen for registering Standard repair entry form for fast service request entry Flexible request-status schema SLA deadlines per status notifications on status (escalation) Logging of changes Monitoring progress and statuses Routing Complaint classification, crediting Planning and Scheduling Graphical planning Drag and drop functionality Partial rescheduling Route-planning and task overviews by period, mechanic or region Forecast of hours and items Graphical view of resources assigned to service request Detailed information by directly zooming in Work Orders Actual usage registration Flexible invoicing after assignment completion Multiple work orders per service request Documents for assignments Logistic support via sales module Workshop baseline, capacity in resources, including planned maintenance Closely integrated with the sales module Overview Analysis Standard and user defined queries Standard and user defined reports Compare object types Graph of action codes on volume axis Graph of action codes on time axis OLAP Integration Microsoft Dynamics AX Production Control Microsoft Dynamics AX Project Management and Accounting Microsoft Dynamics AX Human Resources HSO Service Management for Microsoft Dynamics AX Microsoft Dynamics AX Accounts Payable Microsoft Dynamics AX Accounts Receivable Microsoft Dynamics AX Sales and Marketing Microsoft Dynamics AX Procurement and Sourcing Prerequisites Microsoft Dynamics AX 2013 This information is based on HSO Service Management for Microsoft Dynamics AX 2012 CU2. HSO Service Management is also available for Microsoft Dynamics AX, version 2009, version 4.0 and 3.0. The solution is available in multiple languages. 645 Landwehr Road T: Northbrook, IL the results company