MobileERP Service Management System |
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ROLE |
INITIATOR |
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PLANNER |
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EXECUTER |
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MANAGER |
LOGIN |
Customer |
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HelpDesk Agent |
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Field Service Technician |
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ServiceDesk |
APPS |
Portal / Chatbot / Website |
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Portal / Chatbot / MobileApp |
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Portal / Chatbot / MobileApp |
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Portal / MobileApp |
A |
PROCESS TO EXECUTE SERVICE REQUEST |
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Stay on top of Requests |
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Delivery service in time |
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Know your business |
1 |
HelpDesk Support Request |
> |
Ticket |
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Ticket HelpDesk App - Anwers and close ticket |
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2 |
Field Service Request |
> |
Request Check |
Check Request against client
requirements contract or warranty. |
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Field Service App - Plans and sends Agent to
work |
Dashboard, Scoreboard, Reportboard |
a |
Against Existing Field Service Contract or Warranty |
> |
Job |
Goto Job Execution Process B |
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Run Job Process |
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Process, Kanban, Progress, Journey |
b |
Against Field Service New or Renew Contract |
> |
Contract |
Goto Contract Process C |
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Run Contract Process |
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c |
Against One time Field Service Order |
> |
Order |
Goto Order Process D |
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Run Order Process |
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d |
Against Inhouse Repair Order |
> |
Repair |
Goto Repair Process E |
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Run Repair Process |
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3 |
ChatBOT / LiveChat Support Request |
> |
ChatBOT |
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ChatBOT App - Can chat with live agent also |
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4 |
Knowledge Based Access Request |
> |
KBPortal |
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KB Service App - Required to update KB |
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B |
PROCESS TO EXECUTE PLANNED TICKETS |
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Plan Job Execution in time |
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Execute jobs in time |
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Know your service delivery |
1 |
Appointment Confirmed |
< |
Schedule |
Schedule Client Appointment
and Assign Ticket to Service Engineer |
> |
Gets Job Tickets as per request |
> |
Check Scheduled Jobs |
2 |
Customer Informed |
< |
Confirm |
Confirmation by Service
Engineer |
< |
Confirms Job Ticket as per request |
> |
Check Technician Perfo |
3 |
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Sanction |
Budget Allocation and
Advance Sanction |
< |
Travel, Ticket & Advance Request |
> |
Check Cash flow |
4 |
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Release |
Ticket Released for
Execution |
> |
Travel Approved and Ticket Released |
> |
Check Job Execution Expense |
5 |
Service Repair Analysed and Provided |
< |
Execution |
Technician Performs Service
Call |
< |
Technician Repair start: updates status on Arrival |
> |
Check Visit Reports |
6 |
Extra Charge Estimate given by technician |
< |
Close |
Resolve Tickert: Enter Parts
used etc |
< |
Technician enters parts used & service provided |
> |
Check Parts used Analysis |
7 |
Payment done as per estimate & feedback given |
> |
Feedback |
Client gives online Feedback
or Payment for extra items as per bill |
> |
Payment Collected and Deposited in Bank |
> |
Client Feedback Analsysis |
8 |
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CLAIM |
Expense Claim and Bill
Upload by Technician. MANAGER DOES BILL Passing |
< |
Expense Claim and Bill Upload by Technician |
> |
Job wise COPA Costing and
Profitability Analysis |
9 |
Final Bill sent to customer for records |
< |
BILLABLE |
Billable? Create Invoice
& Close Ticket |
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> |
Extra Bill Analysis outside AMC |
10 |
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VOUCHER |
Sales Voucher Posting |
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> |
Party Account Statement |
11 |
If any pending payments followup is done |
< |
COLLECTION |
Collection Followup and
Entry |
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> |
Client Outstanding Analysis |
12 |
Payment done |
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RECEIPT |
Receipt Voucher Entry |
> |
Payment Collected and Deposited in Bank |
> |
Job wise P&L and profit analysis |
C |
PROCESS TO EXECUTE
CONTRACT |
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Win Contracts |
Execute Contracts |
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Schedule jobs faster |
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Know your contract income |
1 |
Contract Inquiry |
> |
Contract |
New Contract
Entry-AMC/CMC/WC/CC |
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> |
Check Appintment Calender |
2 |
Appointment Confirmed |
< |
DeliveryPlan |
Service Delivery Plan Entry
- Plan Tickets |
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> |
Check Appintment Calender |
3 |
Offer Accepted |
< |
Offer |
Send Contract Renewal
Offer/New Offer |
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> |
Check Offer Pipeline |
4 |
Job /Contract/Order |
> |
Order |
Contract Offer Accepted /
Rejected / Re-Offer |
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> |
Check Order Pipeline |
5 |
Order Confirmation |
< |
OA |
Send Accepted Contract |
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> |
Check Sales Register |
6 |
Payment |
< |
Invoice |
Send Contract Invoice |
> |
Schedule Pending Collections |
> |
Check Outstanding |
7 |
Customer Informed |
< |
Ticket |
Execute Contract as per
Planned WO Tickets |
> |
Gets Ticket: Job Schedule as per Contract- goto B |
> |
Check Jobs Calendar |
8 |
Customer gets Reminder |
< |
Renew |
Contract Over and Due for
Renewal |
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D |
PROCESS TO EXECUTE ORDER |
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Win Orders |
Execute Orders |
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Schedule jobs faster |
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Know your order income |
1 |
Walk-in customer give Order |
> |
Order |
New Service Invoice
Entry |
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> |
Check Appintment Calender |
2 |
Appointment Confirmed |
< |
Execute |
Service Delivery Plan Entry
- Plan Tickets |
< |
Technician sees this work and execute it |
> |
Check Appintment Calender |
3 |
Offer Accepted |
< |
Invoice |
Send Invoice and collect payments |
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> |
Check Offer Pipeline |
4 |
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VOUCHER |
Sales Voucher Posting |
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> |
Party Account Statement |
5 |
If any pending payments followup is done |
< |
COLLECTION |
Collection Followup and
Entry |
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> |
Client Outstanding Analysis |
6 |
Payment done |
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RECEIPT |
Receipt Voucher Entry |
> |
Payment Collected and Deposited in Bank |
> |
Job wise P&L and profit analysis |
E |
PROCESS TO EXECUTE INHOUSE REPAIR ORDER |
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Win Orders |
Execute Orders |
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Schedule jobs faster |
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Know your order income |
1 |
Walk-in customer give Repair Order |
> |
Request |
New Repair Order Entry |
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> |
Check Reuest Calender |
2 |
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Assign |
Send Repair Item for
estimate costing to technician |
> |
Evalates product and estimate repair costs |
> |
Check Appintment Calender |
3 |
Offer Accepted |
< |
Estimate |
Send Costing Estimate to customer |
< |
Sends Repair Estimate to Help Desk |
> |
Check Offer Pipeline |
4 |
Confirmation |
> |
Order |
Repair Order confirmed |
> |
Send confirmed Repair Order intimation |
> |
Check Order Pipeline |
5 |
Customer Informed |
< |
Under Repair |
Item under repair |
< |
Repair Started |
> |
Check Repair Calendar |
6 |
Customer Informed |
< |
Repaired |
Item Repaired and checked ok |
< |
Repair Completed, Invoice prepared |
> |
Party Account Statement |
7 |
Repaired Item received with Invoice |
< |
Delivered |
Repair Item Invoiced and
Delivered |
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> |
Client Outstanding Analysis |
8 |
Payment and Feedback given |
> |
Feedback |
Feedback and payment
received |
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> |
Job wise P&L and profit analysis |
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