Manufacturing enterprises have been looking for ways to improve their customer service in order to increase their margins. But many consider their customer sales cycle ends with the delivery of product. World-class enterprises have discovered untapped business opportunities existing in their aftermarket service business, and are taking steps to grow and manage this business as a profit center.

To be successful, enterprises need to have a proper infrastructure in place--a means to manage transactions and information flow in all of the after-market services.

SM-Plus for Infor SyteLine ERP (marketed as Field Service Plus)

Infor provides manufacturers an after-market service solution that helps manufacturers improve their post-delivery customer service business. Service Management Plus for Infor SyteLine combines project management, variance analysis, field service, RMA management, and service contract and warranty management tools into a powerful enterprise solution.
SM-Plus provides the needed after sales service infrastructure, allowing enterprises to improve their customer service and benefit from increased customer retention and improved margins. SM-Plus allows manufacturers to effectively manage post sales servicing in critical areas, such as:

• Return Material Authorization -- receiving the defect to shipping the replacement, including RMA issuance and vendor invoicing,
• Service Contract and Warranty Management -- managing the vendor obligations to the customer while offering product registration via the Web and proper analysis for effective aftermarket pricing,
• Call Center Management -- capturing and synchronizing the critical customer and incident information,
• Knowledgebase creation -- creating symptom/problem/resolution records for future analysis and improvement,
• Field Service -- creating work orders, cost collection, billing, resource planning and scheduling operations, as well as purchasing and inventory management processes.

• Automates service contract and warranty administration from both directions of the supply chain. Cuts service costs while maximizing service pricing potential.
• Integrates service related-material management, financial management, and billing processes-translates into faster service to the customer (when uptime is important) and better cost-control and analysis capabilities.
• Integrated call center, tech support, and RMA solutions for improved efficiencies of those processes -- translates into cost savings and improved customer service, and provides hard data back to engineering for quality improvements.

Optional Modules

SM-Plus Mobile - allows field-based personnel to perform specific functions and have access to important information without a connection to the 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 & material entry for remote employees.