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ServicePlus Features
Testimonials
With e-automate, I now know how profitable my service contracts are and how well my technicians are performing.

Scott Diamond
President
Mountainland Business Solutions



What differentiates ServicePlus from other service management applications is the sheer extent of true process automation offered by the system. Calling on over 1,000 business rules, ServicePlus provides a level of detailed business definition that streamlines business processes, eliminates errors and prevents lost revenue. ServicePlus Enterprise has been designed specifically to deliver the highest possible value while offering exceptional functional design, scalability, extensibility and usability.

Highly integrated, component-based design. Virtually every component, process, table and file in ServicePlus is integrated with the Logbook component and its work orders / jobs. This approach provides a single point of entry within ServicePlus for access to most operational tasks, and ensures a two-way relationship between system operations - even across components and departments. Close an assignment on a call and a labor event is created inside a work order / job. Order a part from within the assignment and the process continues through Logbook, into Purchasing; receive the part into Inventory and the event initiates actions and notifications in Purchasing, Logistics and Logbook, and in the originating call / assignment.

An unlimited number of serial numbers (or units) on a work order. A one-to-many work order to job relationship gives each job its own unique cycle and attracts parts, labor, trip, shipping, miscellaneous charges and billing events. This functionality is supported by notepads, notices, event logs, user defined fields, and a user interface that's fast, clean and intuitive.

Call / assignment relationships. ServicePlus Dispatch provides unparalleled call performance tracking and escalation by supporting an unlimited number of assignments per call. This architecture allows each site visit to be tracked as a distinct entity while monitoring overall response on the call. Both calls and assignments are escalated by unique factors and events, and are tied to the distinctive work order / job structure of ServicePlus.

Call board / planner. Call and assignment management is facilitated by two full-screen color graphic desktops. Both the call board and the planner are supported by a rich suite of pull-down and right-click menus and our query front-end. With user defined color control, these tools help ensure that you have an accurate, scalable view of your field that is instantly readable.

Equipment history plus! This extensive customer-owned equipment profile supports "contained / contained by" relationships between system components, and is dynamically updated by service activity. Equipment records attract information the minute they are introduced into or modified by the system: make / model, ownership, warranty, repair history, containment, PM notes, technical notes, notices, user defined fields (UDFs), extended UDFs and more.

Workflow is defined for each of the ServicePlus Enterprise components to ensure that Enterprise reflects the business and service cycles of your operation. Enterprise users can tailor workflow settings that have been designed based on industry best practices.

Intelligent billing engine. By examining the potential coverage (manufacturer's warranty, contract, internal service warranty) on each line item on the work order / job, and applying a cost recovery methodology, ServicePlus ensures that all potential warranty claims revenue is realized without the requirement for user intervention.

Advanced invoicing. ServicePlus Enterprise offers a query-driven, off-line invoicing facility that automates and manages invoice creation, approval and finalization activities, and allows the user to schedule the resulting batches for off-line processing.

Shipping. Shipments are critical events to many of the processes in the service cycle and as such, need to be included to complete related processes. The Shipping system in ServicePlus Enterprise ties shipments to RMA replacements, RMA defective item returns and work order / job customer returns.

Pricing strategies. A new standard for flexibility in system design, ServicePlus supports even the most complex pricing models. Flat rate, factored, margin / markup, discounts, and an infinite number of combinations are tied to customers, work orders, jobs and contracts.

Knowledge-based resolution statistics. Available directly from within the work order / job, this facility allows technicians and support staff to quickly identify the top faults associated with complaints, and the most common resolutions (based on percentage occurrence with average time to repair) to the selected fault.

An innovative approach to contracts: true renewal automation, unparalleled rating flexibility and profitability measurement, fast contract creation and maintenance, and multiple billing options. ServicePlus Contracts will bring your contracts business to a new level of competitiveness, productivity and profitability.

World-class inventory, purchasing and logistics. These components are robust enough to operate in a Fortune 1000 level company, yet through workflow they can be tailored to even the most streamlined of business environments. Inventory and Purchasing are complemented by a unique Logistics front-end that allows managers to take parts and inventory demand into a flexible and dynamic view of supply and availability. Actions supported include reallocation of reserves, transfers, POs, returns and physical stock.

ServicePlus Enterprise Core Components:

Logbook - The operational heart of ServicePlus, Logbook provides access to all system functions through a single, logical point of entry, creating a powerful system with a work order-centric architecture.

Invoicing - Provides the automation and flexibility you need to recognize significant time and dollar savings.

Logistics - An indispensable managerial component for large, multi-location service organizations where parts are a critical element of the service cycle.

Shipping - A key component to the service cycle, the Shipping function ensures detailed tracking of parts and equipment.

Inventory - Effectively manage inventory stock and requirements levels across locations and processes, ensuring ideal parts supply with minimal overhead.

Purchasing & RMAs - Strengthen buying decisions and purchasing negotiation based on a purchasing history; manage the warranty claims and RMA cycles to ensure accurate remittance in a timely fashion.

System Manager - The administrative heart of ServicePlus, System Manager allows you to define and automate the structure within which you deliver predictable, quality service, to every one of your customers.

Companies and Equipment - By defining the core databases of companies you deal with and equipment you work on, ServicePlus initiates a standard of detail that will impress even your toughest customers.

ServicePlus Enterprise Optional Components:

Dispatch - Dispatch staff interface directly with your customers - give them powerful resources to perform their front-line jobs effectively.

Contracts - Make contracts a profitable part of your service offerings - with the ability to build and support almost any type of service agreement, ServicePlus Contracts will bring a growing revenue stream into your organization.

e-tech - Designed specifically to take advantage of the benefits of operating over the Internet, while delivering a technician-centered application that enables technicians to work more productively.

e-service - Strengthen customer intimacy and build lasting one-to-one relationships by providing customers with an Internet portal into your ServicePlus service management system