Service Management Systems
Service Management Systems (SMS) is a Comprehensive Software Solution which supports the enterprise-wide operations for field service based industries.
SMS is an attempt to optimize processes and information needed by companies who send technicians or staff into the field. SMS can be used by companies which need to manage installations and maintenance of systems or equipment.
SMS consists of the following modules and these modules can be interconnected to provide a total solution and also can be used as individual modules:
| |
Customer Management
This module manages Customer, Customer Contacts (SLA) and Contacts information such as location details, system availability and various contractual obligations etc. |
| |
|
| |
Asset Management
This module manages Bill of Materials (BOM), Asset History and also provides Flexible Planning for Preventive Maintenance, Asset Refresh and Overhaul.
|
| |
|
| |
Resource Management
This module captures all the details about individual resource such as skill, tools, shift pattern, holiday eligibility and others. The output will be in the form of Rota, Diary (tasks information - such as Holiday, Meeting, Training and others), Timesheet and data will be feed to the Call Scheduling Module when assigning the Call to the appropriate resource.
|
| |
Fleet Management
This module captures all the details about vehicle related information such as Mileage, MOT, Insurance and others. And also allows the user to plan the routine maintenance etc. |
| |
|
| |
Call Management
This module facilitates call centre personnel to log a call and system automatically schedules the call based on the Contractual requirement and the scheduled call will be assigned to field worker based on their availability, location, skills, tools and other criteria.
|
| |
Remote Worker
This module acts as an interface between the field resource and the back office in providing information in real time. |
| |
| |
| Features of SMS: |
 |
 |
Automatic scheduling of the right resource, at the right time, based on skills and location, SLA, system availability, and other factors that could influence the cost of the task. |
| |
|
|
Automatic assignment of schedule tasks to field resources according to business practices. |
| |
|
|
Job allocation and response times would be considerably reduced. |
| |
|
|
Real-time updates of field activity. |
| |
|
|
Duty of Care stipulated under “Lone Worker” legislation requirements would be met; ensuring workers view and accept health and safety information before starting to work. |
| |
|
|
Control Centre and Customers are better-informed by real time information. |
| |
|
|
Engineers are better equipped with the right information - Total device fault history or previous maintenance work records can be attached to new job allocations improving quality and customer service. |
| |
|
|
Measurement of service levels, resource utilization, employee workload, and operational cost can be viewed in real time. |
| |
|
|
Provides analysis of customer SLA or employee level (KPI). Analysis can be based on area, job type, employee skill, time/date range and other factors. |
| |
|
|
Reduced “Hands On” involvement of the senior management in the day-to-day operations, allowing them to focus on developing the business. |
| |
|
|
