Sage 200 Service Management

Service Contracts
Each customer can have one or many items on a service contract. Each of these items can have a different service level.

History
Each item on the schedule will have a full drill down history available to view and show immediately if it is in warranty, under service cover etc.

Logged service cases
These can be easily emailed to customers along with update notifications and actions completed.

Contract Billing
Using the excellent Sicon contracts module this function controls the contract reminders, invoice generation, deferred revenue management and other contract specific detail.

Regular Contract Visit
These can be set-up as part of the service contract and internal reminders are generated to schedule these visits.

Customers
Each customer can have many service contracts, each contract can be related to a site location and each location can include exact site sub location information.

Engineers
Each engineer is set up with a number of parameters that can be used when assigning service cases. These include postcodes covered, custom skill types of the engineer (associated with contracts), and availability of the engineer from his diary, holidays etc.

Installed and maintained within Sage 200
Installed as a standard Sage 200 module.

Sage 200 menu structure included
Menu structure provided for quick custom user menu design.

Memo’s and Notes
Memo’s and notes are available against each service contract, location and case log.

Reports
A suite of standard Sage 200 style reports is provided but you can also build your own as required.

Mobile Integration
Scheduled cases can be sent to outlook/exchange and these will synchronise with most mobile devices. In addition, a dedicated Sage 200 mobile workspace is provided to deliver more detailed information to the engineer.

Logging a service case
Logging a service case allows the selection of the customer, location, sub location and contact for the location and then the various items that are located on the site.

Each service case can be assigned to an employee
This can be controlled by location, skill type or simple availability rules.

Service Levels
These include SLA’s relevant to the cases logged and the cover types which could be inclusive of parts & labour, parts only, invoice to the customer etc.

Contract Costing
Using Sicon Job Costing module functionality to capture both cost and revenue postings over the life of the contract, it is easy to identify contract profitability.

Equipment list
The customer equipment list will show all items associated with them. These can be items purchased through SOP module, issued to the contract via stock control or added manually from the maintenance screens or import functions.  Each item has the following attributes:

• Location: SOP delivery address + sub location at the SOP address.
• Type: Stock item, Free text item, Purchased.
• Details: Make, Model, Serial number tracking (linked to Sage serial numbers where enabled).
• Contract: Each item can be linked to a contract or held for information against the customer to be referred to at a later date.
• Service Level: Each item will have a service level, response time and default order priority.

Suppliers (Back to Back contracts)
Allows the configuration of back to back service contracts with supplier details and service agreements held within a customer service contract. Back to back costs included in service contract costing.

Runs with Multiple Sage Companies
Unlimited Sage companies are supported at no additional cost.

List Views and Workspaces
Provides on screen information with customisable columns, supporting data panes and drill down to key information.

Outlook/Exchange Integration
Scheduled cases are assigned to an engineer within the service management module.  Each engineer has an e-mail address and this is used to create an appointment record with details of all actions carried out for the service case.