Downloads

1. Installed Base Management & Entitlements
   5/23/2013

   In service, visibility is priceless. Nothing has the potential to frustrate and disappoint your customer more than a service technician or call center agent who knows nothing about the issue or challenge the customer is facing, and the history behind it.

2. Datasheet: Service Contracts
   5/23/2013

   Profitable service revenue and growth have never been more critical to businesses. For manufacturers of all types and sizes, selling services often delivers significant and growing profits – selling product alone just won’t cut it. For many service providers, service IS their business. So why are so many organizations still using archaic, manual tools to sell services?

3. Datasheet: OptiMax
   5/23/2013

   In field service, getting the right technician to the right job at the right time with the right parts and information is critical. For many businesses, talented and informed dispatchers work wonders with the daily schedule, mentally balancing technician locations, skill sets, expertise, priority customers, and situation severity with ease

4. Datasheet: Service Parts & Reverse Logistics
   5/23/2013

   Broken products, missing parts and messy returns; these are a major drain on your profitability and a major strain on your customer relationships. But they also represent a unique opportunity. A timely, hassle-free replacement or repair can result in a customer even more loyal to your brand than before. Also, a quick turn-around of refurbished products or parts can significantly lower costs and positively impact your bottom line.

5. Service Plans
   5/22/2013

   Although a well-designed slate of service solutions can boost both top and bottom lines, many organizations shy away from “standardized” service offerings fearing that consistency will be difficult to enforce or too hard to administer.

6. Battling Pests With Mobile Computers
   5/22/2013

   When the Okolona Pest Control started, each technician carried a clip board with the necessary account paperwork and daily route. Notes and services performed were hand written and invoicing was manual. All the paper was brought back to the office for data entry. Changes in regulations increased the documentation requirements and, as the company grew, the amount of paper created and stored also increased.

7. Work Order Management & Advanced Scheduling
   5/21/2013

   Lost carbon copies, illegible handwriting and unclear expectations of the service to be performed can cause huge headaches for you and your customers. Ensure that you dispatch technicians effectively, fulfill Service Level Agreement (SLA) commitments and keep your customers loyal and delighted.

8. Mixed Labor Resource Model
   5/20/2013

   The role of Field Service Organizations (FSOs) is changing. No longer are FSOs regarded simply as cost centers or necessary evils. FSOs provide important post-sale customer touch points that should be exploited by all verticals within the organization to increase sales and improve brand image and awareness.

9. Workforce Optimization
   5/20/2013

   Talented and informed dispatchers work wonders with the daily schedule – mentally balancing technician locations, skill sets, expertise, priority customers, and emergency situations with ease. But what happens when there are hundreds of techs to manage, or thousands? As complexity rises, humans need a bit of assistance.

10. Service Parts & Inventory
    5/18/2013

    Spare part shipments and RMAs are an integral part of your service strategy. You need to track and closely monitor every product, part, or unit that comes in or goes out of your organization.