2serv

2Serv - A Windows Service Management System

Take care of everyday processes within your service operation with the 2serv system, allowing you to concentrate on achieving results rather than fire fighting. Receive real-time detailed information and management by exception functionality, freeing up your time and allowing your business to plan ahead.

2serv is a comprehensive Service Management System that is simple to use, but extremely sophisticated in its functionality:

Operational and customer related improvements in business process:

• Easy identification of the right resources for each job
• Superior utilisation of service engineers’ productive time
• Improved feedback mechanism for service job history
• Eliminate duplication of effort/entry of data
• Greater accuracy in the data entered
  (reduced transcription errors)
• Centralised operations to improve management of
  major accounts
• Enhanced feedback to larger accounts
• Better overview of operations across all areas
• Improved service history on all customers and
  their equipment
• Enhanced fault analysis through Q & A wizard leading
  to higher first-time fix rate
• Increased control and visibility of spares

Functionality Overview

• 2serv is a comprehensive Service Management System that is simple to use, but extremely sophisticated in its functionality. 2serv is designed to manage the process within the service operation, allowing you to manage the exceptions. Its design premise was this.
• Cover the range of service disciplines, including contract and job quotation; contract management; customer asset database; call logging; engineer allocation, scheduling and dispatch; multiple media engineer communication; parts usage; job closure and invoicing.
• Provide full management information to include contract profitability, engineer utilisation, equipment reliability etc.
• Named, multi-meter billing with Meterage in Arrears, Fixed Volume, Bulk Free, Minimum and Linked Billing.
• Collection of meter readings via a web interface, from engineer readings or automated meter reading collection and billing using our revolutionary Capture-IT product.
• Manage the process of a service business by assigning tasks to individuals and monitoring progress.
• Escalate ‘out of line’ issues automatically against user-defined criteria.
• Enable the system to be as effective in fully automatic as it is in manual mode.

Financial impact

• Improved cash flow from swift production of invoices
• Reduction of ‘dead time’ by engineers
• Minimise time spent chasing outstanding jobs
• Less time spent on the telephone on customer job queries
• Reduced paperwork and administration costs
• Increased control of costs on quoted / fixed price jobs
• Better control of prices/discounts/special offers (by customer)
• Reduced debt levels
• Minimised invoice queries
• Improved centralised operations to reduce costs

For many companies, the generation of additional revenue in the service department is not normally expected. However, our experience is that the introduction of 2serv creates additional revenue opportunities in a
variety of ways:

Additional benefits

• Maximise revenue through additional item billing on quoted or fixed price jobs
• Facility to offer greater range of Contract Service Levels
• Increased revenue through differential service levels customised for each client if required.
• Option to set up customer specific pricing on all service activities
• Ability to introduce special offers to specific clients or types of client to generate more business

2Serv - supporting module summary:

2-Serv:

• Core Module. Call Centre (helpdesk), field service operations, despatcher/scheduler, escalations, installations, project work, chargeable job invoicing, workshops, maintenance & support contracts administration and billing.

2-Web:

• Web access for both customers and engineers/staff. Allowing customers to view jobs & orders, create new and/or update jobs/orders. Engineers/staff can view personal work queue and schedule/calendar, open, update and complete jobs/orders, post activities, travel, materials, expenses, customer, site, installed base history.

2-Roam:

• Mobile data module. An advanced mobile data solution that requires a packet switched data network (GPRS or 3G). Hardware options includes Windows Mobile 5 or 6 devices, Tablets or Laptops.

2-Stock:

• Inventory Control, not just for internal stocks (eg: sales) but for your field engineers and other field service stock holdings (eg: indent stock at customer sites). Also links via the 2roam mobile data module.

2-Report:

• Ad-hoc reporting tool. Crystal Reports Professional is a third party reporting tool that has generic access to the product database. Also has full ODBC capability giving unparalleled access to your data through Access, Excel and Word.

2-Link:

• Financial and stock integration module. A generic template for an interface to link to a 3rd party application. Pre-set interfaces are available for a range of financial products, including Exchequer Enterprise and Sage Accounts. Live link to accounts, ensuring synchronisation of databases at all times.

To learn more or arrange a demo please email us at: enquiries@purposesoftware.co.uk or call us on: 01494 523111

More about 2Serv...

Download the 2Serv product fact sheet - PDF 2.56MB