Mobile Field Service Solution for SAP Business One
- Digital Worksheet
- Ad-Hoc service and maintenance
- Ad-Hoc and planned maintenance
- Managing Maintenance plans
- Managing Flat Rate maintenance and service contracts
- Supporting Call Backs, RMA processes
- Equipment Life-Cycle management
- Full transparency
- Work Scheduling Cockpit
- Mobile Application
Digital Worksheet
• Worksheet Management on the Mobile device
• Digital Signature and Confirmation of Worksheets
• Fully documented
• Immediate invoicing once signature is completed
When receiving a Service Call the Service Manager gets immediate insight into the paid/unpaid invoices, the work history and status of open worksheets of the Customer or relevant information about the equipment located in the particular site and complete service history of the equipment in question. Using data recorded in the service call a digital worksheet will be created that can either assigned directly to a Technician or can be scheduled through the Work Scheduling Cockpit.
Digital worksheets assign to a Technician is immediately synchronized with his/her mobile device. Technicians add relevant information to the digital worksheet i.e comments, time consumed, travel related costs, activities completed and maintenance task fulfilled. Technician can also enter materials consumed, can add photo or any external digital document. When closing the Visit Customer signs the worksheet electronically on the technician’s mobile device and may add comments. This signed worksheet can be sent to Customer. Signed Worksheet immediately appear in the central administration where Service calls can be closed and invoicing process can be started using data recorded.
Mobile Service Application
• Managing tasks Scheduled
• Managing Digital Worksheets
• Digital Signature on Worksheets
• Equipment History is available
• Managing Customer contacts and relevant information
• Material management and Service car stocks
• Time and travel consumptions.
Technicians get Digital worksheets and tasks assigned through their mobile devices.
They can easily review their tasks on a calendar like screen and worksheets suspended. They have immediate access to site information i.e location, how to get in, etc.
They record all tasks completed, materials and time consumed. When necessary they can create and store photos, or add external documents to the worksheet.
When completing their tasks, they can access all technical information about the site and the equipment: User Manuals, Service instructions, installation and setup information. They can display maintenance and service tasks completed, Service History and previous service calls.
Customer can review the completed and printable worksheet and can add comments and sign the worksheet digitally. Digital worksheets can be directly sent to Customer’s e-mail account. Once worksheet is completed, the related service call can be closed and the invoicing process can be started.
Mobile Service Application manages the stocks of Technician’s Service Car. All materials and stock levels are visible. Either the Technician or the Service Manager can start a stock replenishment to the minimum stock level. It supports Batch and Serial number managed items and stocks allowing full traceability of items.
Mobile Service Application supports both Online and Offline operation. This means that if the Mobile Device has active internet access, all data are synchronized continuously between the server and the mobile device. Completing a worksheet is also possible without internet connection, materials and time consumptions can be added, worksheets can be signed and closed that will be synchronized later when internet connection is up.
Ad Hoc Service and Maintenance
• Receiving Service Calls centrally or creating new Worksheet on site.
• Scheduling tasks through the Work Scheduling Cockpit
• Closing Worksheets, invoicing procedure in the same system
Worksheets can be created for equipment already having historical data or for a completely new independent activity. Service Manager records a Service Call. If necessary, an internal expert can extend/add details to the particular problem/task. Digital Worksheet is then directly assigned to a Field Service technician or can be scheduled through Work Scheduling Cockpit. Service Manager can display the status of worksheets, completion ratio and the administrative tasks to be completed for closure. Closing Service Calls and starting invoicing procedure can be executed through this Overview screen as well.
Quotations and sales order can be created referencing worksheets which can serve as a basis for invoicing.
Service invoices created and their financial status can be managed and monitored in SAP Business One using standard tools. (Just as other invoices)
In case the service call was created on site at the technician and not centrally through the Service Manager, worksheet can be created on the Mobile device and the activity can be started.
Managing Ad-Hoc and planned maintenance
• Managing equipment specific maintenance plans
• Managing Flat Rate maintenance contracts.
o Automated management of recurring invoices
• Runtime based maintenance and service
• Receiving data from IoT capable devices, process automation
Ad Hoc and planned maintenance activities can be managed using Mobile Service Application.
In case of Ad Hoc maintenance activities can be added to the worksheet. This can be scheduled together with ad hoc services, and can be closed or invoiced accordingly.
In case of planned, recurring maintenance prices, equipment in question, SLA and other details are usually recorded in a single contract. For particular equipment maintenance plans can be recorded: When and how often certain tasks are to be completed. System automatically created worksheets for tasks becoming due. These worksheets can be scheduled using Work Scheduling Cockpit. Technicians can review maintenance and service tasks on their mobile device, where further details of completion and materials consumed can be added.
Tasks completed appear in Service History, therefore the complete lifecycle of the equipment becomes traceable.
Both maintenance services at external partners and internal planned maintenance services can be managed using the Field Service Solution software.
When an equipment is IoT capable (It can directly communicate with a server), error messages or certain parameters can automatically start a maintenance process.
Recalls, RMA processes
• Management of Manufacturer Recalls.
• Full documentation on recall processes
• Automated creation of tasks, traceability
• Customer relationships, management of Customer notifications
Manufacturers - depending on the equipment in question – sometimes initiate Recalls.
This can a simple notification to be sent to a group of customers using the equipment (usually a range of serial numbers or using a particular software version), about suggestion or a mandatory request to change a particular part, software update or the replacement of the complete equipment. Field Service Solution can manage all related process.
The activities to be completed for a particular recall can be configured, status of activities can be tracked. If needed the system creates all worksheets, CRM activities (i.e planned call to a customer) that are transferred to the filed technicians to be completed and documented.
Usually Manufacturers initiate recalls also require the thorough documentation as well. System supports in fulfilling this request.
Equipment lifecycle management
• Full lifecycle management of equipment
• Service and maintenance activities completed, materials consumed
• Installations, certifications
• Software versions
• Documentations
• Protocol documents, Worksheets, Photos
Full lifecycle of equipment become available in the Field Service Application. All repairs, service, maintenance and part replacements are visible on the equipment card. All related worksheets, documents, installation and configuration memos and photos are also available in the equipment card and on the mobile device as well when technician visits the site in question.
Full visibility, transparency
• Managing the tasks and work loads of technicians.
• Overview on status of Service Calls, Worksheets and tasks.
• Full visibility of equipment lifecycle
Field Service Application provide full insight to Service and maintenance activities. All contracts are visible that have warranty or other extended service conditions just as the ones handling planned maintenance services. Notification can be received of contracts becoming terminated, the revenue and cost of a particular contract or equipment can be analysed.
An overview screen displays the then-current activities and workloads of the service staff.
Also the tasks and worksheets of technicians, the pending (not yet assigned) worksheets and their status information, leaves and other absences are displayed in time-horizon.
Worksheets can be displayed by their actual status as well. Invoicing and other related transactions can be started from this screen also.
Work Scheduling Cockpit
• Graphical Work Scheduling Cockpit
• Managing technician work load, leave and absence
• Fast rescheduling of tasks
• Overview of worksheet status
The activities allocated to technicians, status of worksheets, leaves and other absences are displayed on an overview screen in time-horizon. Worksheets and activities can be rescheduled or allocated to another technician easily by drag and drop function. Details of rescheduled tasks are updated on technician’s mobile device.