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INFOR XA SERVICE MANAGEMENT OVERVIEW Powered by RMB Solutions
Transcript of INFOR XA SERVICE MANAGEMENT OVERVIEW - …schd.ws/hosted_files/inpower2017/76/728 - RMB...
INFOR XA
SERVICE MANAGEMENT OVERVIEW
Powered byRMB Solutions
ALLOWS MANUFACTURERS TO EFFECTIVELY MANAGE THEIR POST SALES SERVICE
OPERATIONS TO PROVIDE IMPROVED CUSTOMER SATISFACTION WHILE REDUCING
COSTS
INFOR SERVICE MANAGEMENT
POTENTIAL TO TURNYOUR
SERVICE & REPAIR ORGANIZATION
FROM A
COST CENTER
INTO A
PROFIT CENTER
TODAY’S DISCUSSION & DEMO
➢ Presentation/Overview of the RMB Service Management Solution (SM)
➢ Extensive service management offering
➢Modular so customers can make use of applicable functionality
➢ Easily tailored for specific user areas of responsibility
➢Demonstration of areas specific to a service organizations priorities
➢ SM is designed to enable data-driven operational decision making
➢ Transactional data is captured, managed and classified for analysis
➢ Example: Returns intake management with reason codes
➢Complete, transparent integration with ERP (XA)
➢ Analytics
➢ Seamless access to key performance analysis
➢ Extensive, standard reporting, analysis and presentation tools
➢ Ability for users to change or tailor as they see fit
➢ Example: Disposition management for return/replace, return/repair, field destroys
➢Customer Engagement – providing customer direct access: requests, status
➢ Return Request Portal (PMA Portal)
➢Claim app – for claim requests
➢Multiple independent systems
➢Lack of integration between systems
➢Lack of data standards
➢Lack of communication between service departments
➢Poor communication with customers
➢Warranty and contract expense
➢Lack of a system to support the Service Organization as a profit center
PAIN POINTS
WITH RMB XA INTEGRATED SERVICE MANAGEMENT SOLUTION YOU CAN:
➢ Reduce your order-to-cash cycle from weeks to minutes
➢ Realize substantial inventory savings in the first year
➢ See more profitable service contracts
➢ Reduce warranty expenses
RMB SOLUTIONS PROVIDES SOFTWARE AND SERVICES FOR MORE PROFITABLE MANAGEMENT OF THE FOLLOWING:
➢ Installation and start-up
➢ Field Service
➢ Repair Depot
➢ RMA (internal and external)
➢ Call Center
➢ Technical Support
➢ Warranty claims (dealer, 3rd party)
➢ Vendor claims
➢ Warranty management
➢ Service contract management
➢ Cloud based or self-hosted
➢ Analytics and reporting
➢ Intuitive customer and dealer facing browser-based user interfaces➢ Service Management
➢ RMA customer portal
➢ Field service app
➢ Tech support app
➢ Claim application
➢ Mobile solutions for the field
RMB XA Service Management fully supports all these processes and more with a robust, fully XA integrated solution
BENEFITS
➢ Reduced costs
➢ Warranties, utilization, material, vendors
➢ Increased revenue
➢ Service contracts
➢ Improved customer service
➢ Warranty claims, information, turn around
➢ Reduced product downtime
➢ Improved customer expectations and retention
➢ Improved quality data
➢ Effective warranty and contract management
BENEFITS
BENEFITS
➢ Streamline service transactions
➢Communication both internal and external
➢ 80% call reduction
➢Automate transactions with customer and outside parties
➢Analysis toolset
➢ Reporting
➢ Graphing
➢ Key performance indicators – KPI definition, tracking, reporting
➢ Forecasting
➢ Portals and dashboards
CUSTOMER TESTIMONIALS
Infor System i Service
Management
Contracts
Knowledge Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
Incident recording
Internal and external
Call center
Recall
Retrofit
Customer notice
Repair order Mgmt.
Integrated quote process
Spare Part Orders
Credit processing
Dispatch of technicians
Service Order Management
Preventive Maintenance Schedule
Integrated warehouse
Non-integrated warehouse
Warranty Cost Tracking
KPIs
Forecasting
Status Reporting
Dashboards
Lifecycle management
Item traceability
Automated process
Financial Settlement
Automated process
Financial Settlement
XA SERVICE MANAGEMENTWarranty Management
Primary
Extended
Repair
Service Contracts
Leasing
NOTIFICATIONS
DEFINED STATUS TRIGGER
DEFINE ACTIONS
EASE OF ACCESS TO KEY INFORMATION
RETURN REQUEST SUBMISSION
RETURN REQUEST SUBMISSION
RETURN REQUEST SUBMISSION
RETURN REQUEST SUBMISSION
RETURN REQUEST SUBMISSION
RETURN REQUEST SUBMISSION
RETURN REQUEST SUBMISSION
RETURN REQUEST STATUS LOOKUP
XA Service
Management
Contracts
Knowledge Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
Installation & Start-Up
Dispatch of technicians
GPS Tracking
Service Order Management
Preventive Maintenance Schedule
XA SERVICE MANAGEMENT
MULTI-PHASE PROJECTS
FIELD SERVICE DISPATCH CALENDAR
FIELD SERVICE DISPATCH MAP
GANTT CHART SCHEDULING
FIELD SERVICE APP (MOBILE SM)
MAP OF SCHEDULED SERVICE CALLS
LOCATIONS & DRIVING DIRECTIONS
FIELD REP VIEW: WORK ORDER DETAIL
FIELD REP ACTION: STATUS UPDATE
LABOR HOURS CAPTURED IN THE FIELD
SIGNATURE CAPTURE, EMAIL & INVOICE
XA Service
Management
Contracts
Knowledge Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
XA SERVICE MANAGEMENT
Lifecycle management
Item traceability
SERIAL NUMBER TRACK & TRACE
TABS BASED ON DOCUMENT TYPE
XA Service
Management
Contracts
Knowledge Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
Integrated warehouse
Non-integrated warehouse
XA SERVICE MANAGEMENT
INVENTORY
XA Service
Management
Contracts
Knowledge Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
Automated process
Financial Settlement
XA SERVICE MANAGEMENT
ON-LINE REGISTRATION
ON-LINE REGISTRATION
ON-LINE REGISTRATION
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
WARRANTY CLAIMS PROCESSING
XA Service
Management
Contracts
Knowledge Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
Automated process
Financial Settlement
XA SERVICE MANAGEMENT
VENDOR CLAIM
STATUS TRACKING & NOTES
ATTACHMENTS
XA Service
Management
Contracts
Knowledge
Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
Warranty Cost Tracking
KPIs
Forecasting
Status Reporting
Dashboards
XA SERVICE MANAGEMENT
DASHBOARDS
DASHBOARDS
GRAPHS
GRAPHS
EXCEL INTEGRATION
PREDEFINED VIEWS
DATA EXTRACT
FIELDS FORMATTED
INTEGRATION
Components
Bins
Buyers
Carriers
Countries
Currency Codes
Customers
Addresses
Price Codes
FOB Codes InvoicesItem Availability
Inventory
Items
Item Classes
Ledger Codes
Manufacturing Orders
Payment Terms
Planners
Price Books
Product Features & Options
Products Salesmen
Serial Numbers
Shipments
States
Units of Measure
Vendors
Warehouses
Work Centers
ROBUST INTEGRATION WITH XA
XA Service
Management
Contracts
Knowledge Base
Field Service
Operations
Serial Number
Management
Inventory
Management
Incident
Management
RMA and Repair
Management
Warranty Claims
Vendor Claims
XA SERVICE MANAGEMENT
BENEFITS
➢ Reduced costs
➢ Warranties, utilization, material, vendors
➢ Increased revenue
➢ Service contracts, at-fee preventive maintenance programs
➢ Improved customer service
➢ Warranty claims, information, turn around
➢ Reduced product downtime
➢ Enhance customer relationships and loyalty
➢ Exceed customer expectations; improve retention
➢ Become data driven
➢ Improved business intelligence enables better business decisions
➢ Superior warranty and contract management
➢ Streamline service transactions
➢ Communication both internal and external
➢ 80% call reduction
➢ Automate transactions with customers as well as with outside parties (dealers, contract service providers, etc)
➢ Business Efficiencies and Operations Analysis
➢ Reporting
➢ Graphing
➢ Key performance indicators
➢ Forecasting
➢ Portal/dashboard
BENEFITS
Questions
&
Discussion
THANK YOU!
