The GLOVIA G2 Service & Repair ERP software module provides the ability to manage service contracts, launch service and repair orders, define service job requirements, receive and track damaged products, report progress proactively on the customer’s repair, and ship/bill the customer with accuracy. The types of services offered are user-defined and can include standard repair, preventative maintenance, advance swap, training, consulting and telephone support.
The Service & Repair ERP module allows users to create customer service contracts that specify both the financial and service agreement specifically to a customer’s need. The contract identifies material to be returned for repair or, by way of integration with the Field Service ERP module, material to be serviced at the customer site.
The service contract identifies by customer site, the items to be serviced and the terms and conditions under which repairs are performed and billed. For example, a specific response time can be stipulated, such as repair work must begin within two hours of a customer call and be completed within four hours. The service contract can also define penalties and escalation procedures.
The service order defines the scope of the repair work and specifies the item(s) to be repaired by serial number identification if needed. Using specifications from the service contract, the service order proactively checks the customer’s billing and performance arrangements and then stipulates the workflow to be followed for each repair. This service order can then also generate a product repair with appropriate bill of materials and routing, collect repair costs, document notes and comments, and track repair performance data.
The Service & Repair ERP module provides the option to update the customer site register. The customer site register identifies material directly from the installation order. This process supports the concept of “as built” vs. “as maintained” site configuration. This dynamic functionality provides full material visibility and enables Service & Repair with the ability to maintain material at the customer site.
With flexible service order billing, organizations can specify if labor, material, or other charges are billable.The Service & Repair ERP module also supports flexible and fixed billing modes and, based on the type of service provided, minimum and maximum billing amounts can be set.
Each service order status can trigger a number of possible tasks and thus provides the ability to tailor the repair workflow. The service and repair organization can define its own status codes and trigger actions such as “create a repair order,” “book additional labor,” “receive item from customer” or “close work order” in defining its repair cycle workflow.
The GLOVIA G2 Service & Repair ERP module provides up-to-the-minute service and repair order tracking that enables the service organization to ascertain the status of a customer’s order. Service & Repair also reports on service orders that are either at risk of or are triggering penalties because of past due conditions.
The Service & Repair application provides an online history of records and archives. Also, all contract and service repair activities – including costs, billing, completions, material and labor – are maintained in history.
Contact FUJITSU GLOVIA for more information about the GLOVIA G2 Service & Repair ERP module.
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