Microsoft Dynamics AX Advanced Service Management

Transcription

1 Microsoft Dynamics AX Advanced Service Management For Service and Maintenance Organisations, Manufacturers and Installers Streamline processes, improve first-time-fix rates and customer service, and drive profitable growth with Microsoft Dynamics AX solutions from Charteris

2 2 Serve your customers better and more profitably with optimised Microsoft Dynamics AX ERP solutions from Charteris The only solution of its kind in the UK, Microsoft Dynamics AX for Advanced Service Management has been developed by Charteris specifically for service and maintenance organisations, offering unprecedented opportunity for savings, productivity and agility. The system is designed to help unify and streamline processes, improve efficiency and first-time-fix rates, and provide a single database for use by all departments. Improved BI specifically for the Service Management Industry Using Dynamics AX as the ERP engine enables organisations to integrate front and back office functions seamlessly and ensure that critical information and BI is available, accurate and auditable throughout the lifecycle of a service agreement. Advanced Service Management brings disparate data sources into one place, saving money typically spent on connecting applications or manual workarounds. 30% productivity improvement As a fully-integrated solution, Microsoft Dynamics AX for Advanced Service Management provides a rapid return on investment compared with traditional non-integrated best of breed solutions. Productivity improvements of around 30% are typically achievable. Key benefits include: Supports your entire service organisation - warranty, complaints, repairs and periodic maintenance Efficient tracking and tracing of all service requests A single view of the truth every aspect of a service agreement is linked, from the contract itself through to time, materials, financials and customer data Simplified management of your contracts, including service levels, periodic invoicing and depreciation Supports all your departments with easy-to-use hierarchical object maintenance (e.g. site, system, component) Support with logistics, financials and work orders for the service crew and workshop Optimised routes through integration with Microsoft MapPoint Easy daily data entry for improved management information and cash flow Real-time statistics on costs and revenues for service contracts/objects, with full financial forecasting and cost evaluation Improved service revenue creation and cost containment, with improved operational performance, customer satisfaction and retention Low-cost-of-ownership, reduced operational burdens and a flexible, sustainable platform for profitable business growth

3 3 Meet your service challenges Our Microsoft Dynamics AX business systems, with integrated Advanced Service Management features, address the precise needs of service and maintenance businesses and deliver true competitive edge. Solutions are developed from the ground up to enable organisations to service buildings, machines, equipment and facility services more efficiently and more profitably than ever before. And because the solutions are Microsoft Dynamics AX-based, your whole business gets a powerful system that s as easy to use as the familiar Microsoft applications your people use every day. The end result: a system that better serves your customers, your staff and your business. Find out more about the Advanced Service Management features over the coming pages, then call or us today to arrange a workshop or demo. Key benefits of the core Dynamics AX solution from Charteris: Agile, lower-cost-of-ownership alternative to traditional ERP systems Comprehensive solution that manages your complete processes Looks and feels like the Microsoft products you already use Allows one consolidated yet flexible view of the customer Optimised by Charteris and tailored to your employees roles Delivers efficiency gains across your entire business and reduces duplicated effort Improves decision-making by providing more accurate and real-time data Adapts to changing market demands without extensive development Rapid ROI with fast-track migration services and flexible finance options.

4 4 Advanced Service Management with Dynamics AX fully integrated solution with unique benefits for service and maintenance organisations Advanced Service Management is fully integrated with the Microsoft Dynamics AX CRM, Trade, Logistics, Projects and Resources modules to offer service and maintenance organisations the tools to be in control of: Short term: Open service requests Status of requests in respect of applicable SLAs Short-term resource planning synchronised with item availability (and ad-hoc for repairs) Long term: Resource requirements Financial planning based on contracts Financial: Invoice hours, materials and costs spent Non-invoiced but ready work Statistics: SLA fulfilment Average time to repair Pre and post calculations of costs and revenues Advanced Service Management provides you with the key functionality you need to manage your service business and is a fully integrated Microsoft Business Solutions-Dynamics AX module that supports you in handling service requests and initiates the activities of work centres. The system offers you several ways to register service concerns objects (e.g. a car, a machine, a software program, a building or any similar type of asset) 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 hierarchical structure. 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.

5 5 Optimise your service process Advanced Service Management features within AX enable you to bring together disparate resources to dramatically reduce costs, improve productivity and increase cashflow. Almost everything that occurs - from the standpoint of service - is logged and saved, providing a rich basis of historical data for each object and contract and enabling you to understand the components and costs of your service agreements better than ever before. A best-in-class service framework with full configuration helps you to plan and execute service for increased first-time-fix-rates and customer satisfaction. The basic service process In the flow chart a basic service management process is presented. Building on this proven framework, Advanced Service Management solutions from Charteris can be fully configured to meet the specific service process requirements of your organisation. For full details of each stage of the process, please see the Charteris guide, Optimising Your Service Process, which you can download at:

6 6 Working with Charteris As one of Microsoft s leading Dynamics AX partners Charteris offers a unique blend of skills and services for Service and Maintenance Organisations, Manufacturers and Installers, including: Customer Centric Business Change Industry-specific AX implementation and integration Comprehensive post-implementation support Our hands-on business systems integration experience, as well as a sharp focus on Advanced Service Management, can dramatically improve customer service and revenue opportunities. Our expertise in providing flexible, standardised, cost-effective ways to integrate systems and collaborate across the value chain, from suppliers to customers, is particularly relevant to service and maintenance organisations. To see how Dynamics AX solutions for Advanced Service Management can be easily tailored to the needs of your business and your employees roles, call us on + 44 (0) to arrange a workshop or demo. For case studies and white papers please visit London office: Charteris House, 39/40 Bartholomew Close, London EC1A 7JN Tel: +44 (0) Fax: +44 (0) Harpenden office: 85 Southdown Road, Harpenden, Herts, AL5 1PR Tel: + 44 (0) Fax: + 44 (0) Edinburgh office: Links House, 15 Links Place, Edinburgh EH6 7EZ Tel: +44 (0) Fax: +44 (0) Charteris clients include: APCOA Argos ASDA Avis Booker Centrica Debenhams G4S Risk Management ITV John Lewis Partnership Marks & Spencer Microsoft Premium Credit Sainsbury s Tesco TLV Engineering The Post Office Wales & West Utilities Wiltshire Council For more information: info@charteris.com