busy service organisation must allocate the limited
resources of personnel and spare parts to the rectification
of customer faults and problems in such a way that response
times are within reasonable limits, inventory levels
are not excessive and staff utilisation is maximised.
achieve this an effective monitoring mechanism must
be in place to ensure that all resources can be located
and allocated to solve faults, outstanding problems
are resolved rather than forgotten, contract revenue
is commensurate with the real cost of providing service
and service histories are available for analysis of
repeat problems, production of maintenance schedules
and so forth.
Stamina Service Management System was designed especially
for the service industry, and provides a total solution
for service organisations, automating areas like contract
administration and call logging, streamlining day to
day information to evaluate the performance of every
aspect of their business.
mixture of contract and casual do-and-charge customers
can be processed by the system, with contracts providing
full or partial cost coverage based on parameters you
establish with your contract types. The system can also
process fault and repair servicing to hardware and equipment,
as well as general consulting and hotline support servicing.
an active calling environment, service calls are logged
directly onto the system as a fault is reported over
the telephone, along with the date and time of the call,
caller and details of the problem.
personnel, or Tech Reps, can then be dispatched to these
calls as they become available. Online status displays
can be used to determine not only where each Tech Rep
is, but also who is actually trained on the faulty equipment.
a call is finished, the Tech Rep calls back to the office
with details of the repair, actual fault, materials
used and probable cause. This "clears" the
call, and allows the Tech Rep to be assigned to his
system then calculates actual response time, which can
then be compared against target, and downdates stock
levels held by the Tech Rep if appropriate.
invoice for the work is also generated, using fixed
contract rates (which may be zero), or standard market
rates for T&M calls.
the Tech Rep may be unable to complete the repair, possibly
having to wait for parts or take the equipment back
to the workshop.
either case, the current status of the job can be updated
so that everyone is informed, possibly by way of a "current
situation" screen deployed in the service centre.
from the Service Management System can also generate
Jobs in the Job Costing System if appropriate, providing
extended capabilities of cost tracking that are especially
useful for major workshop repairs over a long period
and module swapping may also be performed, where a "pool"
of equipment is kept ready as hot standby’s for
faulty equipment. A pool component or entire machine
can then be sent to the customer, and faulty one returned
to the workshop or manufacturer for repair. When fixed,
this may be placed in the pool or swapped out to the
customer so they retain their original equipment.
these facilities may also be used in a passive calling
environment, where calls are logged, but Tech Reps have
a work schedule made up for all of their calls the following
day or week, rather than being dispatched in a dynamic,
online environment. A combination of both approaches
can be utilised if appropriate.
terms of contract management, the system allows for
individual items to be covered with a contract, or multiple
contracts to be aggregated into a complete service agreement.
Set rates for travel and repair labour can be set, specific
components covered or excluded for comprehensive "free"
service coverage, and the contract period can also be
set, along with the next type of contract for progression.
contract billing process can then be run at regular
intervals to generate contract invoices for all services
which need renewal. Cyclic contract billing can also
raise additional charges for usage, say, every month,
even though the contract period is for a year.
costs for each call, service and agreement are recorded
in details, extensive enquiry and reporting facilities
are available to highlight profitable and problem areas
of your business.
example, profitability can be determined by machine
types or agreement numbers, and the performance of individual
service items can be examined down to the level or all
service calls made. Performance of each type of equipment
can also be examined, showing average days between calls,
average expense/revenue/profit per call, average turn
around time etc.
performance of Tech Rep’s can also be examined,
showing average response time, travel time etc, and
if necessary a break down of any call can be obtained,
along with usage and stock levels of any stock that
may be held by the Rep, and the profitability of a Tech
Rep can also be determined.
Service Management will ensure that your customers receive
the highest levels of service possible, and that you
are fully aware of profitable and less-profitable areas
so that well informed business decisions can be made.
for Service Management System Flow Chart