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On this blog we will cover stories from all around the Exact ecosystem.

Posts Tagged ‘service’

Service Management: 1:1 scenario General Available

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

As of today our new Service Management solution is generally available for 1:1 scenarios. This solution enables manufacturers and wholesale companies to streamline their complete service management process.

After many days of interviewing, visiting, developing, testing we reached a phase were we release the first part of functionality from the service management solution.

The solution supports the handling of:

  • corrective service activities
  • preventive service activities
  • contract management
  • dispatching / planning
  • material requirement planning
  • field service
  • registration of time and materials
  • contract and activity invoicing
  • 1 Exact Synergy Enterprise with one Exact Globe Next service administration

Benefits

  • Stay ahead of the competition
  • Achieve rapid response times
  • Enjoy profitable service contracts
  • Assign the right engineer for the job
  • Have all spare parts and materials on hand
  • Enable service engineers to do a great job, the first time
  • Become proactive instead of reactive

Thanks to all our customers and partners that have participated in establishing the functionality for this version!

Source: http://www.northwestmilitary.com/news/fort-lewis-blog/2011/06/How-about-a-customer-service-job/

Service Management: Service Activities explained

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

Service Activities explained

The service activity is used to register the whole process from entering the request until the invoicing. The service activity is an Exact Synergy Enterprise request with extra options. You can view the configurations of a customer, and choose the service that is required. In addition, you can create one service activity or multiple service activities.

In the service activity, you can register what needs to be done, including linking standard problems and standard solutions to help in the process. The service activity can be created automatically from the Exact Globe sales order screen, or by the preventive maintenance generator. It can also be created manually.

You have the option to select one engineer or more who will do the job, and when they will do it. However, it is more efficient to leave this blank, and use the dispatch board for the planning. On the dispatch board, you will have a bucket with all the to-be-planned service activities, and you can use the drag-and-drop feature to plan which engineer(s) will be working on that date. You will be able to view the relevant information, which you can customize, so planning for the right engineer at the right time will be faster and easier.

You can also plan for the items that are required for the service activity, which can be pre-filled from the contract. Discounts can be used for the contracts. When planning the items required, stock information from Exact Globe is visible, and the stock is automatically planned in Exact Globe so the purchase orders can be generated or available stock can be allocated.

The engineer can realize the hours and used items based on the planned activities. After authorization, the invoice can be created. When the invoice is sent from Exact Globe, the detailed documents from Exact Synergy Enterprise will be automatically printed or emailed. This will all be in the Exact Synergy Enterprise software, and integrated in all the relevant master data and menu paths.

Okay, enough talk, you can watch the video and see for yourself by clicking the image below:

Source: http://www.northwestmilitary.com/news/fort-lewis-blog/2011/06/How-about-a-customer-service-job/

 

Feedback is highly appreciated!

Slips

Service Management: Service slips and more

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

Exact is currently developing a new Service Management solution. The development team has created this video to give you a preview about what you can expect from the solution which will be available soon.

 

For reporting, alerting and monitoring MS Reporting Services based reports and a set of predefined events will be offered. From service slips and contract layouts to reports on invoicing details and much more. Alerts will be offered via Exact Event Manager. It is possible to implement different scenarios such as automatic confirmations to customers of activities that have been done to avoid discussions after invoicing, creating workflow for sales to offer contracts when warranty expires, etc.

 While invoicing you can add attachments from the service process such as photos, invoicing details or signed service slips. Invoice details are reporting services based reports that can be adjusted to your company’s needs and wishes. But also service contracts are customizable and can be visualized the way your company likes to present them.

 

Need to supply the service slips or planning to your service engineer? Using reporting services a service slip, compressed or detailed planning report can easily be printed or emailed.

Service management is still under development and the shown solution can differ from the final product. Feedback is highly appreciated!

 

Service Management Movie

Service Management: Register service jobs

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

As I informed you in my previous blog, last week, we are developing a new Service Management solution. Our development team has created another video to give you a sneak preview about what you can expect from the solution which will be available soon

When creating a service request you have to deal, most of the time, with limited information provided by your customer and response time is critical. Now, it is no longer required to always link a contract and it is possible to only fill in the information available. In addition, multiple service configurations or parts of service configurations can be serviced in one go. Although we are still working on assigning (multiple) resources and materials required, we would like to give you an impression of the usability aspect we can offer helpdesk employees when dealing with incoming requests for service.

Feedback is highly appreciated!

Note: We are still developing and improving this solution, the shown solution can differ from the actual delivered solution.

A sneak preview of Exact Service Management

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

As we have informed you before we are busy with creating a true successor of the current Exact Field Service solution in Exact Synergy asp. We promised to keep you up to date with our developments and therefore we created a sneak preview video.

In the video you can see how the Exact Service Management team addresses the many usability requirements that are present in the Exact Service Management solution. The user interface which you can see in the video is currently being implemented by the team.

We will reveal more features on the Exact Service Management solution soon, so stay tuned and keep checking our blog!

Service Management: We are in Controlled Release!

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

On behalf of the whole solution team and the development teams we are happy and proud to announce the next phase of Exact’s Service Management solution!

It all started out on June 4th last year with the first sneak preview blog post and a video. Then we showed you a simple example how the solution integrates both Exact Synergy Enterprise and Exact Globe processes. We shared our ideas on the dispatch board and combined everything in a full concept video. We also showed you how we will use SQL Server Reporting Service reports with the solution and how we register the agreements you made in contracts with your customers and finally you could see how the functionality comes together.

And now we have reached the stage of controlled release! The first customers have started implementing the new service management solution. Many more customers are scheduled to be implemented shortly.

In case you would also like to participate in this controlled release please contact your local Exact representative or Exact Partner.

Who can join controlled release?

Exact’s product development process involves five main phases: verification, design, implementation, acceptance and launch. During the final “launch” stage, selected customers have the opportunity to take part in the controlled release of new product updates.

Please note that there are numerous pre-conditions for participation, thus taking part in a controlled release may not be for everyone. In addition to the use of Exact software, the requirements include:

  • An infrastructure that permits testing in a real-life environment
  • The creation of a database backup which is sent to Exact before the controlled release starts
  • Provision of remote access to help identify and evaluate any issues
  • A capacity to test documentation in detail
  • The preparedness to share results and opinions in periodic evaluations

Benefits of our controlled release program

  1. Gain privileged access to pre-release software
  2. Be the first to benefit from enhancements
  3. Become part of the development process
  4. Receive personal coaching on new functionalities
  5. Enjoy dedicated support throughout the controlled release
  6. Know that any issues will be resolved quickly
  7. Have a say in the development of a specific product update

 

Service Management: Closer look at contracts

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

Exact is currently developing a new Service Management solution. The team has created this video to give you a global preview about what you can expect from the solution which will be available soon. However we would like to take you a little bit more in depth for Service Contracts at this stage.

The service contract is optional but can be used to register the agreements made with the customer. For an easy and uniform contract entry, it is possible to create agreement sets containing different agreements, which can be added to a contract as a set. Templates can be created with pre-filled contract information. This means you only have to select the configuration; it is optional to select which agreement applies to which configuration item or part. To make sure the right prices are used when creating agreements for an item, you can define default contract rates. These can be invoiced periodically, or the agreements can influence the service activity process. You can also define when and how often preventive maintenance will be done, and which service activities can be created in a batch.

Please take a look at the video!

 

Feedback is highly appreciated!

Service Management movie

Service Management: Planning a job

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

Exact is currently developing a new Service Management solution. The development team has created this video to give you a preview about what you can expect from the solution which will be available soon.

Dispatching of service activities

Assigning the right engineer to a service activity is essential in service organizations. Aspects such as availability, skills and stock on hand are the instruments a planner or helpdesk employee can use in making sure the right engineer is planned for the job. We looked at the gaps that customers experience in the current plan board of Field Service in Exact Synergy ASP and used these to design and develop a completely new plan board. This plan board helps you to solve issues like separating backlog from planned activities, filter on resource and activity-related constraints, and makes it easy to assign or reassign service activities to one or more engineer.

Feedback is highly appreciated!

Note: We are still developing and improving this solution, the shown solution can differ from the actual delivered solution.

Service Management

Service Management: Selling goods so you can service them quickly later!

Written by Robin den Buurman on . Posted in Exact Globe, Exact Synergy

Exact is currently developing a new Service Management solution. The development team has created this video to give you a preview about what you can expect from the solution which will be available soon.

Need for speed when creating service requests

When creating a service request you have to deal with different situations. Most of the time the information provided is very limited and response time is critical. This movie gives a first impression of the usability aspect we can offer when dealing with incoming requests for service.

Generate Service configurations and activities from sales orders

In the current situation it is a separate manual step to make a service configuration visible for the service organization and to create service-related activities that come with the delivery of such items. Service configurations and service activities, such as installation activities, can now be generated directly from the Exact Globe sales process. A good example of cross-disciplinary integration that drives efficiency for companies that service the products they sell.

Feedback is highly appreciated!

Note: We are still developing and improving this solution, the shown solution can differ from the actual delivered solution.

Multi-divisional Products and Services.

Written by Richard Smits on . Posted in Exact Globe, Exact Synergy

Central master data management for Accounts is available .  Now company wide compliance for products and services is in scope.

Control over items is more than just identification of the items over multiple divisions.    

Having a corporate standard on items does not mean that a local division can not create or  maintain items. What should be taken into account is the fact that the comply with corporate standards. Besides that it can well be that a division offers only a selection of the overall product portfolio based on market focus or knowledge level. Within the item portfolio stock values or pricing can well differ per division. It enables managing the product life cycle on a divisional level as well as companywide optimization of usage and handling of products and services.

If you want to share your ideas, want to meet us, want to be one of the first to work with the solution, or any other way of participation, please let me know.

Do you:
• face this issue?
• what is your biggest issue?
• know customers facing this?
• how do they currently handle this?
• have any other ideas/remarks

You can comment on this blog or send me an email: Richard.Smits@exact.com