Service

Service Benefits Executive Overview

• Automatic :
  • import of meter counts, toner usage, parts status, error messages from machines via data feeds, email or vendor data sources
  •  generation of service orders for preventative maintenance or in response to changes in machine status. Moving from a response approach to a preventative maintenance approach
  •  toner tracking for single machines or groups of machines
  • scheduled price updates for meter prices
  • optional consolidation of sales for service work, sales orders and other matters relating to multiple machines and/or child businesses to a single monthly invoice
  • reporting on the benefits of dealing with you for the customer
  • messaging, alerts, sms, schedule integration
  • replenishment of stock in technicians trucks
  • parts performance tracking
• Mobile app for service technicians works even when out of wifi range, such as in remote areas or at the bottom of a mine
• Contract prices for groups of machines removes the need for individual contracts on each machine in most cases
• MPS billing with extreme flexibility including an entire contract, total machines adding up many other machines, individual meters on machines, breakup of internal revenue to multiple departments from a single meter/machine
• Technician actual vs charged vs travel time tracking
• Technician performance reporting
• Machine performance reporting
• Unlimited workflow management with drag and drop building of alerts, required steps, service level
• Unlimited reporting with three separate report generation engines
• Colour coded alerts on all screens taylored to your business
• Reschedule and timetable staff time with drag and drop staff calendar with ecal feeds to display on your outlook/google shedule client
• Cases allow anyone to log a service call as quarantined. Allowing review and classification as service work, phone call, sale order etc. Without giving all users access to create service orders directly

Service Key Features

• Service orders :
  • do not have to be linked to a machine.  For once off service requests you don't have to create a machine just to process the service order
  • once assigned to a technician.  Then it can be printed manually on a worksheet or scheduled via the mobile application on the technican's phone or tablet
  • displayed and edited on the mobile application.  The mobile app continues to work when the technician is out of range. So if they are in a remote area or 600 meters down a mine they can still edit their service order, look up products and machines etc.  When the mobile app is back in range it resyncs with the Readysell database
  • Support multiple technicians per site call and multiple site calls per service order.  Complex tasks such as installations can all be scheduled as an unlimited series of calls related to the same service order.  Individual calls can be posted while the overall service order is still open
  • Workflows enforce the required steps for completing a job.
    • Workflows can send sms or email messages
      • to the customer when the service order is complete,
      • to the technician if they are running late,
      • to the customer if the technician has rescheduled the appointment
  • Service order workflows and overdue status can colour code service orders.  So if something is overdue, late, waiting for parts, needs a quote etc., not only can an action item to be added to a staff member's list, messages can be sent, due dates for the next repair step can be adjusted.  But the colour coding of the service order can change to alert management and users about actions being required.
  • Standardised notes for faults, repairs, comments and other work makes management reporting and analysis of work performed possible.  Simple text notes are too unstructured to be used to report on and analyse service work.  By standardising the notes and automatically filling the selected notes on transactions, we ease training and save data entry time as well
  • Service orders can be charged to the customer, to the customer's head office or to third party equipment suppliers
  • The due dates and priority for service orders can vary by customer type.  So the response time Service Level Agreement (SLA) for Gold customers may be enforced moving technician resources to the most important work first.  The time due for each step in the process for more important customer types can be shorter and different messages can be created
  • Common parts for products and customised parts for particular machines can be used to pick parts used from a list on the mobile app or live application
  • Lists of parts that fit a machine can be drilled into showing toners that go with a machine and other machines that can use the toner allowing the technician to select the correct parts to be used before they get to the site
  • Pre-ordered products allow customers to buy labour hours in advance then use those hours when they wish to
  • Built in labour timer for service work using start timer and stop timer buttons on Windows client
  • Allow machines to be filtered by active contract
  • Set Sale Value to shipments and service orders
  • Generate machine on purchase receipt not just a sale
  • Service Order Templates
    • when Service Orders are being created automatically from :
      • Cases workflow by using the Generate Service Order from case actions
      • Meters workflow where the meter is set to create service orders conditionally e.g.
        • when toner level drops below a certain level or
        • where a meter reading reaches a particular count
      • Machines workflow where the service order for that machine is required
    • when Service Orders are created manually
    • are created to standardise and simplify the Service workflow
    • epitomised Readysell approach to the build-once-use-many-times strategy to maximise reusability and minimise the amount of work required to create a Service transaction
    • Except for 'Name', all other Service Order Template fields are optional so you decide how much information to fill in for each template.  This provides the flexibility to customise the templates to suit applications.

Technician performance tracking

• Call-backs are automatically tagged against service orders.  Call back rules depend on the market segment of the machine being serviced.  Technicians know the call back rules that are being used to evaluate their performance
• The mobile application geo-caches the technicians' position as they log service work allowing an accurate record of technicians performing the right work in the right location and confirming that technicians fill in required information into their mobile application at the right time, when they are on site
• Out of territory service calls are automatically tagged.  Reporting systems calculate the percentage and count of technicians performing service work out of their territory
• Charged and actual labour hours are recorded for all service orders.  All hours of the technicians' day are accounted for including travel, lunch breaks etc.  This allows summary and detailed analysis of technician hours vs. budget, vs last year, over time, between technicians, by month, by territory, by customer etc.

 Machine And Service Level Agreement Key Features

• Machines and contracts can be setup support Print Services, this allows you to manage all the facilities for a customer from scheduled service to hire and meter charges.  Maximum use is made of automatic data feeds from machines greatly improving service and reducing duplication.
• Enterprise SLA and facilities management are supported by being able to total up meters from any number of machines to one enterprise parent machine.  Then to base invoicing on the overall virtual enterprise machine.  One price for the customer but total control of individual machines for your business.
• Each service contract is recorded as a machine in Readysell.  This machine contains key information about the equipment and the support agreement, and tracks service orders.
• A single machine can have a number of meters.  These are used to track equipment usage, and to set up automatic service calls, replacement of consumables, and regular invoicing.  Adhoc service requests are tracked using cases.
• Meters can have automatic sell price increases such as CPI price increases.  Meters can have multiple sell price levels per meter based on meter count quantity
• Meter charge runs :
  • Show you all the lines that will be generated on the invoices before the invoices are posted
  • Invoices can be generated but not posted allowing you to add additional products/notes
  • Minimum charges and count charges (variances) are always calculated, then rules decide if the minium or variance charge applies
  • Do not have to post every month.  You can skip a month for a machine, such as for a school during Chrismas holidays.  Charges can be every month, two months quarter, year etc. Minimum charges can be calculated at the beginning or at the end of the charging period.  For example, a machine could be charged with a reconciliation at the end, three monthly charging with minimum charge at the start, variance charge at the end with reconciliation and unused variances being carried forward for six months.
  • Meter counts are automatically collected from FM Audit software at customer sites, emails sent automatically by machines, service orders entered into Readysell or the mobile app, email replies filled in by customers when you bulk email your requests for counts
  • Counts that are not filled in can optionally be automatically estimated.  Manual estimates and manual overrides are possible and are logged separately
  • It is simple to adjust incorrect counts during a period or after the count has been invoiced with optional automatic generation of credits if required.
• All the count and activity information is bound together and shown on the machine window.  You can drill down into the details from the machine or from any other related place in the system
• Huge variety of performance and profit measurement feedback such as profit by machine as a report, graph, chart dashboard, by enterprise, by technician, by machine life cycle
• CRM sales team integration.  Machine lifecycles for serviced machines and machines you do not service but just log can generate cases for sale reps to follow up the customers
• Due to live data feeds machines can automatically generate service orders when toner levels reach a specified level and when drums get near their expiry date.  Also there is a percentage variance factor.  If a technician is assigned a service order at a site and a part in a different machine is within a specified percentage of needing to be replaced, the system generates additional service orders for the other machines and automatically assigns them to the technician
• Machine templates allow quick creating of a machines base to template standards
• Cases can be logged against machines to track customer queries, potential issues or sales calls
• Machines including accessories can be generated automatically from sales greatly speeding up the process
• Machines can be created from sales above a specified dollar value of equipment you do not support
• Custom fields can be added to satisfy any government or other reporting requirements
• A single contract or a small number of contacts can apply to all machines giving them all for example 100% discount.  This tells the customer the full value of the savings they are making and eliminates the need to have one contract for every machine.  Gold, sliver and bronze style contracts can be used to push value to customers based on their support of your business.  Sales to customers for machine toners etc. only get the special prices if the customer quotes the machine id when they are asking for the sale to be entered.
• Machine life cycles can be recorded as start and end dates as well as maximum click counts.  CRM sales lead generation as well as the service module can use this information.