SM-Plus facilitates responsive service for the most demanding customers. Because of the integrated flow of information, issues are often prevented. Potential roadblocks are eliminated. Efficient schedule/dispatch means technicians with the appropriate skills can be dispatched. Personnel can focus on building relationships with customers rather than answering complaints and troubleshooting errors. SM-Plus Connect helps the service organization maintain the efficiencies required for savings and growth.
Streamlining service management keeps technicians productive and minimizes wasted time and resources. Total visibility and performance management tools allow every step in the service process to be analyzed to as much detail as P&L per technician or service order, leading to opportunities to further improve efficiencies.
SM-Plus Work Order Management provides flexibility to support any type of service, from simple break-fix service calls to complex, multi-phased installation projects,refurbishment jobs, advanced exchanges and preventive maintenance visits. Configurable templates save time and enforce consistency in planning and recording labor, material and miscellaneous transactions. Tracking planned vs. actual transactions provides up-to-date analysis of each service call, including such details as P&L per technician. Multiple billing options, such as time and materials, fixed price and non-billable activities, are also supported.
Keep issues from “falling through the cracks” and service level agreements in compliance. Configurable priority status determines how incidents are escalated, from email notification to status change, event creation or owner change. The escalation can be triggered by due date, follow-up or other warning points. Automating unique business processes also saves valuable time. Work flow automation pushes information through Microsoft Exchange Server to both internal and external users, making sure employees, remote technicians,customers, subcontractors or vendors are notified and their responses captured--ensuring best practices can be followed every time. Critical equipment demands reliable service. Highly configurable, SM-Plus is ideally suited to manage the service and maintenance of complex, high-value mission-critical equipment.
Track and manage all customer issues from initial call through final resolution.
•Incident event communication log
•Online resolution/knowledge search
•Customer/unit service history access
•Visibility of contract entitlements
•Technician availability lookup
•Automatic issue escalation
•Web and phone system integration options
Analyze financial and operational data with built-in reports and analysis tools for real-time visibility and informed decision-making.
•Built-in Crystal Reports with Report Designer
•Sales analysis by customer, product, service order & more
•Profitability by service order, job, technician, hours worked/billed
•Optional Executive Dashboard real-time alerts
Track serialized units from return authorization through shipping & receiving, estimate and repair.
•Return service management support
•Multi-level repair order lines and operations
•Repair procedure templates with planned labor & material
•Barcode enabled data collection Flexible Work Orders
Offer flexible service contract options for increased profits.
•Coverage of multiple sites and pieces of equipment
•Percent labor and parts coverage
•Preventive maintenance schedules
•Service level agreement (SLA) compliance
•Multiple pricing and billing options
•Deferred revenue and amortization control
•Equipment rental management
Match people, parts and customer requirements to improve first-time fix rates.
•Recommended tech(s) based on skills, certifications and location
•Automatic preferred partner dispatch
•Flexible, configurable drag-and-drop scheduling board
•Appointment detail drilldown from scheduling board
•Truck stock inventory lookup via Service Order drilldown
•User-specific scheduling board profiles
SM-Plus Mobile - allows field-based personnel to perform specific functions and have access to important information without a connection to the SM-Plus base system.
SM-Plus Web (Customer, Employee and Dealer Portal options) - provides secure Internet-based access to critical processes and information including online parts orders, warranty registration and claims and time and material entry for remote employees.
Executive Dashboard - monitor your key performance indicators in real-time via "stoplight" alerts to identify a potential problem before it becomes a crisis.
SM-Plus Business Intelligence - delivers a standard set of graphical data analysis and drill-downs into SM-Plus data based on the best-of-breed Cognos business intelligence suite.
SM-Plus UPS Shipping Interface - eliminates time-consuming redundant data entry by transferring customer information from SM-Plus into UPS Worldship® and tracking number history back into SM-Plus.
SM-Plus Tax Interface - works with third party Vertex Quantum, AVP Taxware and Independent System to automate all aspects of the complex tax compliance process including billing, collections, remittance and audit trail maintenance.
SM-Plus Point of Sale - allows you to quickly and easily enter over-the-counter POS transactions and post them directly to your SM-Plus system, streamlining order entry, fulfillment, invoicing and payment processes.
SM-Plus Payroll Interface - provides a standardized extract file for use with external payroll services (i.e. ADP, Paychex, etc.) to speed transfer of data including exact hours worked by employee, approved expenses by employee and user-defined date ranges.
Abra Payroll® - Abra Payroll gives you the control you need to process payroll accurately and quickly, every time! Through powerful tax compliance reporting and analysis, and excellent tracking of employees' hours and accrual balances, Abra Payroll is a complete source for cost-effective payroll management.