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Get the right people to the right job every time M5 ACUMATICA SERVICE MANAGEMENT MODULE Get the right people to the right job every time. Track and manage every detail of your service organization with Services Management for Acumatica. Share best practices, automate manual processes and track service inventory by integrating information, people, and resources. Service Management for Acumatica connects your office and field staff with the information they need to help reduce response times, lower costs, and improve first-time fix ratios. Quickly capture service needs and access customers site and equipment information to shorten the time between call receipt and job assignment. Track resource commitments, match tasks to the best available resources, and generate work orders. Create daily or weekly schedules/appointments automatically or use drag-and-drop tools. Seamlessly integrated and built into Acumatica, M5 Service Management maximizes and creates synergies between Projects, CRM and Order Management, providing the ability to generate appointments for services derived from Sales Orders and CRM Cases. 2 1
Scheduling. Graphical Dispatch Calendar Board Services Master Table Customizable Workflow. Stages for your Service Orders/ Appointments. 2 Scheduling. Graphical Dispatch Calendar Board The Dispatch Calendar Board is beautifully and cleverly crafted. Drag, drop, swipe and create your appointments. Filter your crew according to service type and skill sets. Filter the remaining Service Orders and dispatch in various ways. Confirm appointments with just 2 clicks and vital information will show up in the Dispatch Calendar Board. Color-coding indicates the Stage or status of appointments. Equip your staff with our Android App and Stages can be automatically reflected on the Dispatch Calendar Board with their feed. Services Master Table Maintain the list of services available in your company with all the default details such as: Price List, Type (Time & Materials, Flat Rate, etc ), Tools and Resources required for your Services, Skills & Certifications required for your staff per service, Bill of Materials, and Kits. The fully automated Service Master Table, in conjunction with the Service Type Table, will allow you to create Service Orders and Appointments and tailor them to your business process. Staff Dashboard Your staff will be always connected. Access staff schedules via Internet Browser or Android App. Service Management will send SMS/Email to your staff on selected configurable events like bookings, confirmation of appointments, etc. Customizable Workflow / Stages for your Service Orders / Appointments Because every service company is different, this feature allows you to create all the Stages you need, with the features you need for each Stage, and related color-coding for the Dispatch Calendar Board. Stages will determine if various functions can be performed on orders, like posting, scheduling possibilities, deleting, etc. SMS and Email notification Notify your staff and clients about new appointments and upcoming appointment reminders with SMS and/or Email notifications. Reminders can be set as soon as the customer confirms the appointment. These notifications will help decrease the noshow appointments that cause lost time and money for your business. 3
Service Order update after the appointment. Bill of Materials (BOM) & Flat Rate Pricing. Google Maps Integration. Tools and Resources. 4 Managing your staff The Service Management Module will allow you to choose your staff with the right skills and preferences from the Services menu. The Dispatch Calendar Board will display the correct staff in various columns, indicating staff skills required, services to be rendered, and details and timing of how each staff member is booked throughout the day. Individual staff performance scorecards can be generated. Google Maps Integration Allows you to easily assign your staff based on the map, near the customer service order address. Provide field staff and back office team with dynamic street level maps and directions for dispatching. Mobile Field Service Management. Android and Apple OS-X The Android App and ipad App will allow your staff to report their position on the map to the central office and will automatically update the status of the appointment on the Dispatch Calendar Board. Allows the technician to access the customer history, customer equipment, and the service order history on the fly. The Android App will allow you to add additional charges and/or costs to the Service Order, such as additional sales, consumables, travel expenses, time spent, etc. Likewise, the Android App. offers the ability to capture customer signatures on mobile devices. Tools and Resources Service Management Module will allow you to schedule services that require special tools or resources that you might have in limited quantities. The system will track the quantities and will alert you if any tools are resources become unavailable. Bill of Materials (BOM) & Flat Rate Pricing Services can be defined as Flat Rate, including a list of sub-services and materials, which are part of the service. A Bill of Materials can be defined for any Service and part of the Bill of Material can be for other services, labor, materials, consumables, etc. 5
ACUMATICA INTEGRATION 6 Create Service Orders for appointments from Acumatica CRM Cases Integration to Contracts in CRM Create Service Orders from Acumatica Sales Orders Posting into Acumatica Project Controller Integration. (Not Required) The M5 Service Management module is seamlessly integrated and built into Acumatica, it shares the Acumatica database and inherits all the customization and technological capabilities and advantages. Create Service Orders for dispatch/appointments from Cases in CRM. We customized the task detail where services can be specified. Service Management will then update the status of the case. If there is a Contract or Membership, with recurring Services, Service Orders can be automatically generated. Customers and Quotes can be created quickly and easily and Quotes converted into Service Orders. If the customer or service type is required to have a contract, the eligibility will be checked. Credit terms are also checked. Once the Service Order is completed, the used time will be posted into Time Sheets so the customer contract is updated. If needed, you can create an appointment for any Sales Order in Order Management. We customized the Sales Order screen, so you can add services to the order, such as installation or delivery, and an appointment can be scheduled to complete the Sales Order. The Service Management Module will update the Sales Order when the appointment is has been confirmed as completed. Service Orders can also be created directly from our specific Service Order maintenance screen. The Service Management Module will invoice through Order Management. A Shipper will be created in Order Management at the end of a Service Order, including time, materials, and other charges. Service Management will also properly post travel expenses to Expense Claims, time into Time Sheets correctly linked to specific Projects. The whole Service Order can be signed off, or any partial detail/appointments on it, and the system will post it into Order Management. Therefore, any given Service Order could have multiple invoices. Service dispatch orders can be part of a greater project and defined in Project Controller. All costs and revenue will be tracked per Project and drilled down to Service Orders. Project Controller is NOT required for all businesses or for the Service Management to function. However, if Project Controller is required for your company s needs, it works seamlessly with Service Management to help you achieve your objectives. 7
PARTS AND INVENTORY Inventory Integration and Waiting for Parts Warranty Parts Tracking INDUSTRIES The M5 Service Management module is integrated into Acumatica Inventory, Purchasing and Sales in many ways. Service Management will post parts used, consumables and other sold goods by creating a Shipper in Order Management, which will then post into inventory. If there is a Service Order that requires parts that are not in inventory, the system will create a Purchase Order, and mark the Service Order as waiting for parts. Once the parts are received, the Service Order will be updated automatically, and marked as ready for an Appointment. Track both Customer and/or Vendor parts that may need warranty with Acumatica s added inventory functionality. Set up and detail your specific warranty offers for your customers. If parts need to be replaced because they are under warranty, Service Management will allow you to specify which parts are under warranty and will not charge your customer for those parts. M5 Service Management module helps product-based and service organizations automate and streamline their service processes for enhanced customer service, reduced operating costs and significantly increased revenue. From small organizations of less than twenty technicians, to enterprise-level businesses with thousands of technicians, we serve companies across virtually every industry. Aerospace / Defense Beverage / Vending Capital Equipment Manufacturers Computer Hardware / Electronics Consumer / Residential Services Government Electronic Equipment Inspection IT Service / Managed Print Services Medical Equipment Oil & Gas Retail Services & Equipment Third Party Service Providers Trade Contractors Features are subject to change. Not all features are available on version 1.0. 8 9
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