Services & Support for IFS Applications 10
Call Center Module
IFS Call Center™ enables you to effectively provide case handling as well as call center services to your customers for field service or product support. IFS Call & Case Management also supports thorough analytics by bundling a set of prepackaged measures for all parts of the process. Cases and tasks can be managed through advanced solutions for queue and escalation management. Customer views with information about open cases, work orders, due invoices, etc. are available. All communications around a case or task are logged in a journal. Tasks can be connected to different handover references like work order, purchase order and customer order.
Dynamic Scheduling Module
IFS Dynamic Scheduling™ enables you to optimize your mobile workforce by dynamically scheduling multiple business-defined constraints, such as skills and SLAs, to improve customer service and work efficiency. A highly scalable scheduling solution, it includes the Dynamic Scheduling Engine for handling day to day scheduling and dispatching of activities to resources in real time, an intuitive scheduling workbench for exception management and an appointment booking engine, which allows appointment slots to be generated in real time for future dates.
Mapping (Virtual Map Integration) Module
IFS Mapping (Virtual Map Integration)TM enables you to visualize driving routes, alerts on due jobs and efficiently plan last-minute jobs. It provides virtual road and satellite maps with overlay information about ongoing and planned jobs and is integrated with Microsoft Bing Maps for Enterprise (software and service). GPS coordinates can be fetched to an equipment object addressed through a BizAPI. Work orders can then be displayed on the map to visualize and estimate the driving route (time and kilometers) for field technicians. It is also possible to visualize information through configurable icons, information boxes and alerts. Any business object such as customers and sales orders in IFS Applications can be configured to be visualized in the map.
Mobile Work Order Module
IFS Mobile Work OrderTM supports separate and route work order processes and is applicable for Enterprise Asset Management and Service Management solutions along with manufacturers carrying out internal maintenance work in large plants and facilities. It also provides the flexibility of “store and go” features for field technicians to continue to work and report on work orders without connectivity.
Service Management Module
IFS Service Management™ handles customer warranties, agreements and other additional services needed for both field technicians and for after sales purposes. The component also contains support for service contract management that allows the user to specify and control the service level for each customer and for each service object as precisely as ever possible. Once the service pricing and invoicing of services is agreed on with a customer, it can be set up using the Contract Management functionality and automatically controlled and followed during the entire contracted period. Services can then be invoiced periodically, after each service activity or as a combination of both. Fixed prices can be set up as well. Furthermore, the extent and scheduling of preventive maintenance activities can be specified for each service object.