The service area is a sophisticated solution for managing and working on service orders. This part of the IT IS Intranet Solutions is separated in two roles: First, managing the service technicians and associate them with incoming service orders. Second the service technicians retrieve their tasks and should report back on their efforts. This structural divided helps both roles with managing and working on the different orders. The orders contain all relevant information about repairs and maintenance of products, accompanied with the service effort as well as additional information about the particular service items. These orders are directly stored in Dynamics NAV as service orders.

The particular service order contains all the needed information, so the technician is able to serve the customer’s request quickly.

A typical scenario for the service area looks like this: a customer calls in to notify the service dispatcher about a broken item. The service dispatcher will associate a particular technician with this call, considering the workload and skill profile. Often, the customer wants to have an estimate before completing the order.

Therefore, the technician opens an order and writes down all important details in the service order card, including the estimate. The dispatcher can add new lines with resources and items or service costs to the particular order in the corresponding worksheet. Then the technician is able to complete those lines with the precise item information like amount of items needed and the description. At last, the technician will enter the date and hours he has worked on the service task to complete the documentation of work.

At hand: The service guys and girls can use a nice menu online to get to the point instantly.

The kingpin of a rapid service solution is a well structured customer administration. IFor the customer record, this contains the customer details card. Here, a dispatcher or technician can retrieve all details about former orders, quotes and contracts. Thus they can see at a glance which items the customer has already bought in the past and which service orders are completed. It is also very easy to upload a document for various information, including timesheets or a estimation of costs. The service dispatcher has a detailed overview of all completed and uncompleted services. His task list shows the service item lines and especially the response date and time as well as the status of the task. For him, the processing of a service order is visible, so upcoming problems are realized at once and can be solved immediately, like adding additional service technicians or other resources to the job.

In the service worksheet, the technician lists all items and resources used up until now. The responsible technician can include time estimates for completion, too.

Coming to the resource allocations: Here, the service dispatcher can see which resources are allocated for the service items of the order. He can choose additional resources just from the pick list.

Then, the allocation of service technicians will take place and are getting posted into the “Service Calendar”. The service manager sees the schedule of service technicians and the status of the actual orders at once. 

You can even find out about “Items in service truck”. This way, the items that will be needed for the service orders are stored in the truck.

The service manager can allocate resources to the particular order with just a few clicks.