resources
Route
Planning

Optimise the drive time and make sure appointments don’t overlap. Make better decisions in dispatching, saving your business time and money.

finance reporting
Scheduling
Jobs

Get the right people to the right jobs on time. Have easy access to the customer’s order history and all relevant site data.

sales customer satisfaction
Customer
Satisfaction

Automate hours of painstaking planning in minutes and free up technicians—and those who manage them—to focus their energy on the customer.

  • Developing processes for efficient and optimal customer service
  • Ensuring availability of staff and equipment, including on-hand inventory
  • Ensuring staff is properly trained and have access to necessary documentation for every service call
  • Ensuring customer satisfaction through prompt, accurate service
  • Managing compliance with SLAs and warranties
  • Tracking costs and service times
  • Implementing proactive and preventive technologies to expedite problem resolution
  • Allow service staff remote entry for time and service call management.
  • Know your true costs with integrated project accounting.
  • Give your staff what they need when they need it with collaboration tools they can access from remote sites. Staff can access current job orders, previous customer history, product manuals, and share best practices.
  • Shorten the time between call receipt and job assignment with Acumatica’s scheduling, dispatching, and call center.
  • Create and manage multiple service schedules per customer.
  • Track Customer and/or Vendor parts that may need warranty with Acumatica’s added Inventory functionality. Establish warranty offers for your customers, specifying which parts are under warranty to avoid confusion, mischarges, and objections.
  • Maintain a real-time view of your department’s activities across all your company’s operations when field service management is fully integrated with CRM, sales, inventory, purchasing, accounting, and financial reporting.
  • Use Acumatica’s real-time reporting and dashboard analytics to drive insight into all aspects of your department.

Give clients access to their information, such as contracts, financial statements, support cases, and more.

  • Services Revenue and Profitability (Drill to job type and employee)
  • 1st Touch Resolution Rate
  • % of Jobs Delivered on Time and Budget
  • Average Time to Resolve
  • Completion to Invoiced time
  • Upsell/Extra Quote Rate
  • Billable Hour %
  • Overtime Hours
  • Customer Satisfaction

Optimise routes for appointments with the ability to filter appointments by several different criteria. Routes are plotted in Google Maps for each service person with lists of required resources (equipment or machine).

Graphical displays show the routes and order status with different colors, enabling dispatchers to rapidly respond to problems and make route changes. Routes are designed to minimize drive time and changes to the route are instantly redrawn and available on the field technician’s mobile device.

In field services, tools and repair parts are typically spread across multiple vehicles and warehouse locations. With Acumatica, you can control and track these locations and costs. Since inventory and purchasing are integrated, replenishment orders can be sent to a specific location and, when the parts arrive, the dispatcher can schedule the service appointment for installation.

service technician service contract

Recurring service contracts are a significant source of revenue. Visibility on renewal dates for each contract helps preserve the revenue. Dashboards can alert the service team of expiring contracts. Your team can create and manage multiple service schedules per customer and fine-tune appointments using the Schedule Calendar Board for staff and resources.

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