service order dispatching and management fields service & repairs
TRANSCRIPT
Service Order Dispatching and Management
Fields Service & Repairs
Opportunity
A revenue opportunity in its own right or as a supplement to sales in the shape of after-sales services
A recurring revenue stream with long-running service agreements
An ability to establish an improved customer relationship and satisfaction
A possibility to close the loop with production to support continuous product improvements and develop more competitive products
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Service Management Service agreements with clearly defined service
tasks and covered service objects
Service level agreements with fixed response times
Service orders that serve both as a work description for the technicians and an information carrier for all revenue-generating transactions
Dispatch board that provides an overview of the activity level and allows load balancing
Repair lines that capture failure conditions, symptoms, diagnosis, and resolution
Dispatch Board
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Performing Field Service & Repair A service agreement is established to
capture the recurring service tasks
Service orders are created and a field service technician is dispatched to perform the maintenance or repair
The field technician logs the repair conditions, symptoms, and resolution as well as consumption of materials, time, and expenses incurred
The service delivery manager approves the service order transactions and creates an invoice proposal
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