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Uinta Business Systems is a satisfied user of e-automate for both the copier/printer and IT/VAR divisions of our business. Digital Gateway's willingness to listen and innovate sets your company apart from others in your industry. Joe Weis
President
Uinta Business Systems, Inc.
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Contracts
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Contracts Management |
As customers continue to place greater uptime demands on their equipment; the service agreement or contract has gained a higher profile in the customer / service provider relationship. The challenge for the service provider is now a matter of remaining both competitive and profitable while tailoring more creative service agreements to customers' unique requirements. A service contract is much like an insurance policy, with attributes like structured rating, coverage vs. service flexibility, and sound business metrics. ServicePlus Contracts is built on this model.
Contract - Contains the master business relationship between the customer and the service provider; supports standard, retainer and block time business models.
- Standard contract: equipment, or make / model based. Supports a "blended" warranty model.
- Retainer contract: allows for mid-term infusions, and for credit and debit processing. Pricing strategies define the reduction of the retainer and billing rates for overruns and out of scope items.
- Block time contract: allows for mid-term infusions, and for credit and debit processing. Pricing strategies define the reduction of time and billing rates for overrun and out of scope items. User can define cascading pricing.
- Primary, secondary and tertiary technician assignment.
- Default forms, renewal, billing and revenue recognition control (with overrides).
- Event log: tracks related events and documents.
- Notices and notepads.
- On-line profitability.
- Invoice, credit / debit note and job history with drill-down to document detail.
- Unique contract pricing strategies.
- Coverage, level of service and up-charge riders.
- User definable contract term.
- Unlimited number of contract details.
Contract Detail - Defines the equipment covered under the contract and can override the billing, riders (coverage, level of service and upcharge), assigned technicians and term definitions carried in the contract.
- A detail can support a single serialized item, an unlimited number of one make / model combination, or anything owned by the customer.
- Supports unique master company (customer) sites at the detail.
- Contains preventative maintenance strategy and schedule.
- Inherits contract type (standard, block time, retainer) from the contract.
- Notices and notepads.
- On-line profitability.
- Supports and pro-rates mid-term additions and deletions.
Catalog - Maintains control over contract service pricing and provides a sense of structure to the contract services offered by the service provider.
- User definable catalog term.
- Many catalogs can be active at any one time for renewals, new business and additions.
- Catalog can be tied to a contract for an unlimited term.
- Contains valued make / models, coverage / level of service / up-charge riders, and escalation tables.
Riders - Allow the service provider to increase or decrease the level of service and coverage, and apply zone (or other) based surcharges and discounts. Standard coverage (the make / model premium) includes a basic level of service and coverage that can be enhanced by applying "valued" riders.
- Premium (value) can be tied to riders as a fixed dollar amount, or as a percentage of the make / model and/or total premium amount.
- Coverage rider: defines percentage of valued coverage for labor, items, flat rate and four miscellaneous charges. Any detail types (labor, items, flat rate, misc.) can be excluded. Within labor, specific labor charges and fault codes can be excluded.
- Level of service rider: defines response time, escalation table, service coverage periods, and type of service.
- Upcharge riders: assign a value as a fixed dollar amount or as a percentage of the make / model and/or total premium amount. Can be associated with customer zone or applied at the user's discretion.
Preventative Maintenance
- Preventative maintenance at: date, elapsed time and period.
- PMs create calls in the Dispatch component.
Workflow/Setup - Define the business rules pertaining to contract business including renewals, billing, revenue recognition and escalation.
Billing
- Bill excess charges and out of scope charges at work order / job, or via a cumulative monthly statement.
- Supports pre-billing, billing in advance, and billing in arrears.
- Unique billing frequencies and periods by contract.
- User-selectable pro-rating (monthly or annual).
Renewals
- Auto and manual renewal rules (frequency, look ahead by) defined in workflow, assigned at contract.
- Rules also include mandatory forms selection, proposal, approval and price increase definitions.
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