IBS Service - Synergy Holdings
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Any type of business with aftersales or contract service requirements, whether local, national or international, can benefit from IBS SERVICE. The solution automatically handles much of the routine work of managing after-sales service. All customer and product data relating to goods sold or supplied is available instantly for after-sales operations and management – with no re-keying. Powerful reporting features improve fore- casting, analysis and planning, as well as operational efficiency. Users can quickly find out how many service visits have been made, the type of service (preventive or repair service) and the labor and spare parts involved. Service object handling Pre-sales – Pre-installation work can be per- formed before the object is sold to a customer. Configuration – Specifies the configuration of the service object. Automatically updated upon sale to customer. Measuring points and counters – Number of copies, number of kilometres, etc., can be defined/specified for each service object. History – Event histories are automatically created, for example when a new customer, an agreement or a configuration is assigned to a service object. Documentation and drawings – Can be attached to items and viewed from service order entry, or wherever you work with items. Internal and external remarks – Unlimited text can be added to the service object through the application’s text editor. Work-center/tool connection – If used for internal maintenance, a service object can be connected to a work center or a tool. Quotations and service orders Quotation – Full support for service quota- tions with fixed or recommended prices. Service orders – Create them manually, copy from quotations or let them be created automatically through the preventive service calendar. Different prices/discounts are auto- matically calculated, depending on contract or warranty options. Multiple service jobs and objects per service order – Group several jobs on one or more service objects. Follow-up of time, cost and income can be done on service job level. Charge methods – Charge internal depart- ments as well as the customer on the same service order. Price can be shown as a mix of recommended, fixed and actual. Service order close – Defines when a service order is ready for invoice. Validates and calculates reported time. Handles return of parts not used. Primary failed parts – The primary failed part can be defined for statistics. Service planning and time reporting – It is essential to plan and use engineers as ef- ficiently as possible. IBS SERVICE is equipped with functionality for suggesting available, suitable engineers to an appropriate job or area. Planned work hours are automatically updated in the Engineer’s calendar. The engineers merely report hours worked, travel undertaken, external purchases and other data. The application then calculates both working hours for the payroll and how many hours to invoice the customer. FUNCTIONAL OVERVIEW - IBS ENTERPRISE IBS SERVICE is one of the most advanced service systems available today. Full integration with IBS ENTERPRISE gives you a powerful tool for providing the highest levels of customer service or internal maintenance, while managing resource utilization in the most efficient way. IBS Service • Excellent customer service before, during and after delivery • Designed to manage service for any size or type of business, internally and externally • Facilitates tracking of products and services supplied • Quick and easy access to profitability data about agreements, machines and customer sites etc. • Unique cost and profitability analysis per serial number.
Transcript of IBS Service - Synergy Holdings
Any type of business with aftersales or contract service requirements, whether local, national or international, can benefit from IBS Service. The solution automatically handles much of the routine work of managing after-sales service. All customer and product data relating to goods sold or supplied is available instantly for after-sales operations and management – with no re-keying.
Powerful reporting features improve fore-casting, analysis and planning, as well as operational efficiency. Users can quickly find out how many service visits have been made, the type of service (preventive or repair service) and the labor and spare parts involved.
Service object handlingPre-sales – Pre-installation work can be per-formed before the object is sold to a customer.
Configuration – Specifies the configuration of the service object. Automatically updated upon sale to customer.
Measuring points and counters – Number of copies, number of kilometres, etc., can be defined/specified for each service object.
History – Event histories are automatically created, for example when a new customer, an agreement or a configuration is assigned to a service object.
Documentation and drawings – Can be attached to items and viewed from service order entry, or wherever you work with items.
Internal and external remarks – Unlimited text can be added to the service object through the application’s text editor.
Work-center/tool connection – If used for internal maintenance, a service object can be connected to a work center or a tool.
Quotations and service ordersQuotation – Full support for service quota-tions with fixed or recommended prices.
Service orders – Create them manually, copy from quotations or let them be created automatically through the preventive service calendar. Different prices/discounts are auto-matically calculated, depending on contract or warranty options.
Multiple service jobs and objects per service order – Group several jobs on one or more service objects. Follow-up of time, cost and income can be done on service job level.
Charge methods – Charge internal depart-ments as well as the customer on the same service order. Price can be shown as a mix of recommended, fixed and actual.
Service order close – Defines when a service order is ready for invoice. Validates and calculates reported time. Handles return of parts not used.
Primary failed parts – The primary failed part can be defined for statistics.
Service planning and time reporting – It is essential to plan and use engineers as ef-ficiently as possible. IBS Service is equipped with functionality for suggesting available, suitable engineers to an appropriate job or area. Planned work hours are automatically updated in the Engineer’s calendar.
The engineers merely report hours worked, travel undertaken, external purchases and other data. The application then calculates both working hours for the payroll and how many hours to invoice the customer.
Functional overview - iBS enterpriSe
IBS Service is one of the most advanced service systems available today. Full integration with
IBS enterpriSe gives you a powerful tool for providing the highest levels of customer service
or internal maintenance, while managing resource utilization in the most efficient way.
IBS Service
• Excellent customer service before, during and after delivery• Designed to manage service for
any size or type of business, internally and externally• Facilitates tracking of products
and services supplied• Quick and easy access to
profitability data about agreements, machines and customer sites etc.• Unique cost and profitability
analysis per serial number.
IBS Service is integrated with IBS Planner view, which makes it possible to present a service information graphically. IBS Planner view allows role-based access to different service information panels such as capac-ity/workload, tasks or other supporting information.
A number of IBS Service functions can also be activated directly from IBS Planner view, including scheduling and assigning service engineers to a service job.
Service agreements – Multiple service agreements can be assigned to one service object.
Customer hierarchy – More than one customer can be connected to the same service agreement.
Different conditions by service agree-ment/service object – Such conditions as response time, completion time and dif-ferent price and discount methods can be noted. Customers can choose from differ-ent conditions and prices at order entry.
Automatic periodical invoicing – Service agreement income can be posted to the General Ledger in actual period or allocated to several periods.
Preventive service handling – Preventive service can be automatically planned for a certain service object, with different time frames, or when the calibration point is reached.
Preventive service visits – By agreement or customer-advised requirements.
Preventive service calendar – Shows all preventive service events due to take place for a given service object.
Preventive order suggestion – According to planned service in the service calendar.
Service kits and operations – Preventive service can include a recommended service kit, for example a group of
elements such as parts, time/labor, travel, subcontractors, consumables etc.
Internal maintenance – If the service object is used for internal maintenance, the capacity for the connected work-center or tool is automatically reduced when preventive service is planned.
WarrantiesWarranty-determined invoicing and mul-tiple warranties by object – One service object can be connected to multiple warranty types, controlling the posting to IBS FinancialS, as well as creating warranty claim records. Automatic start and expiry dates can be set according to delivery. Claims can be recorded on the basis of service orders.
Reports and analysisReport Writer – Unique follow-up on all levels. Drill down or across through information on service divisions, engi-neers, customers, agreements, service objects, recommended prices, charge prices, internal or external time etc.
Object repair history – Per service object, available online. Powerful search and retrieval facilities show a summary of invoiced quantity, internal/external hours, discounts etc.
Work-in-progress – Instant access to individual or accumulated costs for each job that has not yet been invoiced.
Time follow-up – Analysis on engineer level.
Service report – Provides engineers with all the details concerning the service job to be performed.
Integration with IBS AnAlyZer – Service order flow analysis and different Critical Success Factors can easily be followed up in IBS analyZer.
Service cost and profitability analysis by serial number – If serial number-based item costing is activated, each serial number can have its unique cost price. With profit analysis, it’s possible to get a complete view of all income and costs per serial number.
IBS North America: 1-800-886-3900 • [email protected] • www.ibsus.com
The materials contained in this document are summary in nature, subject to change and intended for general information only. For updates of this information, please contact your local IBS representative. v2006-09 © IBS 2006
IBS, International Business Systems, is a world-leading supplier of supply chain management software and professional services for large and mid-sized companies. IBS has some 5,000 customers in more than 40 countries, including ABB, Ciba Vision, Galexis, Nautor’s Swan, Nintendo, General Electric, Honda, Maxell, Scribona, Miele and Volvo.
