Single Source Service Management-Plus (SM-Plus) is a complete end-to-end enterprise solution built around the unique needs of the service-centric organization which manufacturers, distributes or services complex, high-value equipment. SM-Plus includes a full spectrum of functions, making it well-suited for a broad range of companies. Specific features include:
Advanced Quote Management - Allows engineering or product design departments to easily define and maintain unit configurations, specialized features and related costs. The sales channel uses a rules-based Quote Configurator to quickly create estimates and work orders (SROs). "Untethered" synchronization allows sales personnel in the field engaged with the customer to create accurate estimates and subsequent SROs to decrease the quote-to-order cycle time.
Contact Center and Incident Tracking - Allows customer service representatives to track and manage customer inquiries, offer front-line support and obtain information about a problem or issue. Incidents can be created and tracked by phone, internet or intelligent device. Third party vendors and customers can enter or track incidents from a web connection.
Equipment / Configuration Management - Provides detailed "as-built", “as-sold”, and "as-repaired" BOM configuration for serialized assets and equipment, including subcomponents at any level in the BOM.
Work Order Management – Service Request/Repair Orders (SROs) define the structure and type of work to be performed. SROs provide a complete work breakdown structure such that SROs can be utilized in numerous business environments such as small and medium sized design and install projects, depot repair, rework, or field services. In addition, all work order labor, material, and expense are collected via back office entry, web portal, remote laptop or wireless device.
Mapping and Fleet Management - SM-Plus dispatchers can quickly export all the stops on a technician’s route and display them in Microsoft MapPoint to assist with optimizing the stop sequence. In addition, all the stops for all the technicians can be exported to provide visibility to technician proximity.
Resource Scheduling and Dispatch – Standard functionality allows the scheduler or dispatcher to match geographic proximity, technician skills with job requirements, and provides total visibility of available partners and material capacity for better resource utilization.
Field Service - Supports full field service processes including scheduling & dispatch, incident history, work order management, inventory use and replenishment as well as customer invoicing and reporting. Access to data through mobile devices further enhances efficiencies by allowing field technicians to confirm information while still in the field, increasing first-time fix rates.
Depot Repair – For service organizations utilizing a depot repair center, SM-Plus offers return material authorizations (RMA), "advanced exchange", and pre-defined SRO templates describing expected material and labor usage. Entry of labor and material usage can provide real-time access to work order/repair status.
Service Contracts – Provides flexible contract administration and service level agreements (SLAs), allowing the company to tailor contract options to meet a variety of customer needs including billing options, rentals, special rates, service response expectations, automatic renewals and more.
Warranty Tracking – Allows complete visibility into product warranty information including a complete history of all add-ons and replacement parts made over time from a single screen. Easy access to warranty status enabling informed decision making and opportunities for upsell.
Expense Reconciliation & Reimbursement – Proper allocation of expenses is inherent to SM-Plus SROs. Expense payment types include cash, company credit card or personal expense. Reconciliation of expenses to proper customer SRO and reimbursement reconciliation to employee or third-party provider is standard functionality.
Internal Assets - Manages preventive maintenance and repair of internal machines, workstations, calibration equipment, service vehicle fleets, etc. to prevent costly unexpected delays and downtime, often detrimental to customer satisfaction.
Inventory Management - Ensures that the right parts are available at the right time to improve first-time fix rates, meet scheduled maintenance agreements and ensure customer satisfaction. Supports multiple costing methods such as LIFO, FIFO, standard, and average costing as well as quantity control methods such as cycle counting and safety stocks.
Accounting - Consolidates, integrates and makes it possible to analyze all financial information required to track business success with built-in accounts payable, accounts receivable, general ledger, inventory control, budgeting, and forecasting with multi-site and multi-currency support.
Workflow Automation – System event management helps ensure customer satisfaction and improve efficiencies by enforcing and automating documented "best practices" so that employees can follow the right process to eliminate error and reduce transaction costs.
Document Management - Attaches any electronic document or folders of documents, including CAD drawings, instructions, faxes, digital pictures, and more to any data element for instant access anywhere within the system.
End-to-End Mobility – Allows field technicians, dealers and off-site employees the ability to maintain connectivity through the use of handheld wireless devices, utilizing Microsoft Windows Mobile, or laptops utilizing Microsoft Windows. A user editing tool makes it possible to create and modify forms for both laptops and handheld devices. As screen real estate is limited on most mobile devices, the designer can be used to build/edit forms so that technicians are only presented information pertinent to their job. As new forms are created with the Mobile Forms Designer, they are deployed “real-time” to the mobile technician during the synchronization process enabling an organization to make changes in their field-based business processes.
Reporting and Business Analysis - Provides flexible built-in report writing with industry leading Crystal Reports and export data to numerous business intelligence OLAP tools to identify trends and exceptions for well informed decision making.
Multi-site Functionality - SM-Plus Enterprise is developed to support multi-site and multi-currency functionality.
• Move or transfer material or items between sites or warehouses
• Combine financial entity data from multiple sites
• Ship to common customers and receive from common vendors
• Share administrative functions between sites
• Centralize payment processing (between sites having the same currency)
• Centralize customer order entry
• Centralize maintenance of vendor data at a master site for an intranet
• View Accounts Payable and/or Accounts Receivable transactions across sites
• View item availability across sites
• Maintain and validate licensing across sites on an intranet
• Use "builder" forms to enter manual journal entries, vouchers, and purchase orders for
multiple sites at a central location
Read Single Source Case Studies to learn how successful organizations have used these features to help their companies grow.
Sites/Resource Library/Data Sheets/case studies-SM-Plus/JD SMPlus Case Study.pdf
Sites/Resource Library/Data Sheets/case studies-SM-Plus/Komax SM-Plus Case Study.pdf
Sites/Resource Library/Data Sheets/case studies-SM-Plus/Viking SMPlus Case Study.pdf