MobileERP Service Management System
ROLE INITIATOR   PLANNER   EXECUTER   MANAGER
LOGIN Customer   HelpDesk Agent   Field Service Technician   ServiceDesk
APPS Portal / Chatbot / Website   Portal / Chatbot / MobileApp   Portal / Chatbot / MobileApp   Portal /  MobileApp
A PROCESS TO EXECUTE SERVICE REQUEST     Stay on top of Requests   Delivery service in time   Know your business
1 HelpDesk Support Request > Ticket Ticket HelpDesk App - Anwers and close ticket
2 Field Service Request > Request Check Check Request against client requirements contract or warranty. 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 Run Job Process Process, Kanban, Progress, Journey
b Against Field Service New or Renew Contract > Contract Goto Contract Process C Run Contract Process
c Against One time Field Service Order > Order Goto Order Process D Run Order Process
d Against Inhouse Repair Order > Repair Goto Repair Process E Run Repair Process
3 ChatBOT / LiveChat Support Request > ChatBOT ChatBOT App - Can chat with live agent also
4 Knowledge Based Access Request > KBPortal KB Service App - Required to update KB
B PROCESS TO EXECUTE PLANNED TICKETS     Plan Job Execution in time   Execute jobs in time   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 Sanction Budget Allocation and Advance Sanction < Travel, Ticket & Advance Request > Check Cash flow
4 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 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 > Extra Bill Analysis outside AMC
10 VOUCHER Sales Voucher Posting > Party Account Statement
11 If any pending payments followup is done < COLLECTION Collection Followup and Entry > Client Outstanding Analysis
12 Payment done RECEIPT Receipt Voucher Entry > Payment Collected and Deposited in Bank > Job wise P&L and profit analysis
C PROCESS TO EXECUTE  CONTRACT   Win Contracts Execute Contracts   Schedule jobs faster   Know your contract income
1 Contract Inquiry > Contract New Contract Entry-AMC/CMC/WC/CC > Check Appintment Calender
2 Appointment Confirmed < DeliveryPlan Service Delivery Plan Entry - Plan Tickets > Check Appintment Calender
3 Offer Accepted < Offer Send Contract Renewal Offer/New Offer > Check Offer Pipeline
4 Job /Contract/Order > Order Contract Offer Accepted / Rejected / Re-Offer > Check Order Pipeline
5 Order Confirmation < OA Send Accepted Contract > 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
D PROCESS TO EXECUTE ORDER    Win Orders Execute Orders   Schedule jobs faster   Know your order income
1 Walk-in customer give Order > Order New Service  Invoice  Entry > 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 > Check Offer Pipeline
4 VOUCHER Sales Voucher Posting > Party Account Statement
5 If any pending payments followup is done < COLLECTION Collection Followup and Entry > Client Outstanding Analysis
6 Payment done RECEIPT Receipt Voucher Entry > Payment Collected and Deposited in Bank > Job wise P&L and profit analysis
E PROCESS TO EXECUTE INHOUSE REPAIR ORDER   Win Orders Execute Orders   Schedule jobs faster   Know your order income
1 Walk-in customer give Repair Order > Request New Repair Order  Entry > Check Reuest Calender
2 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 > Client Outstanding Analysis
8 Payment and Feedback given > Feedback Feedback and payment received > Job wise P&L and profit analysis
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