Infor Service Management

Infor Service Management

• One end-to-end solution manages the entire company.
• Advanced functionality supports efficiency.
• Familiar Microsoft tools and navigation.
• Embedded best practices and workflows.
• At-a-glance analytics and KPIs.
• Flexible and scalable to meet changing needs.
• Standard integration to Salesforce.com.

Create a Competitive Edge

Highly demanding customers, shrinking product margins, and escalating expenses are among the many challenges facing service organizations today. Providing fast, responsive service isn’t easy, especially when the industry is technical, components are complex, and the task is critical-such as keeping power on, medical equipment working, pumps and forklifts running, and buildings safe and secure. Timing is everything.

That’s why efficiency is so critical for a service organization. It’s key to responsive service-and controlling costs. Attentive service can be expensive to provide, if you don’t have streamlined processes in place. Customers, personnel, partners, subsidiaries, and franchisees all require up-to-the-minute access to information. Details drive critical decisions. Only a fully integrated end-to-end solution can provide the company-wide access to data you need. Only advanced service-focused functionality will let you make the most of your service opportunities. When you leverage the advantages of technology, your exceptional service can be a competitive edge, a way to build solid long-term relationships with customers, leading to greater sales and profits.

Seize the Infor Advantage

The advanced level of service that customers expect requires technology. Technology also makes this labor intensive business profitable. As a service-centric organization, you need an experienced, reliable technology partner that understands your unique business and can support your specific needs. Infor brings you exactly that. For over 25 years, Infor has provided organizations-from global manufacturers to family-owned companies-with enterprise solutions that meet specific industry challenges.

Infor Service Management provides deep domain expertise in the intricacies of service lifecycle management-plus the full support of a company-wide business solution. One integrated system means ultimate efficiency, speed, and company-wide access to critical information. The reliability and power of our technology has won the confidence of thousands of customers worldwide.

Combine Function and Strategy

Completing service requests isn’t enough. A world class service organization is also about strategy. It’s about insights into parts availability, workforce readiness, scheduling optimization, and sales opportunities. A service company today has to be smart. Managers have to make decisions quickly and with confidence, based on real-time data they know is accurate and complete. No guesses. No day-old spreadsheets from isolated systems.

Managers aren’t the only ones who need data. Providing a customer with efficient, cost-effective lifecycle management of technical equipment is a team effort, involving many departments, from accounting to warehouse management and shipping. Front-line agents, billing clerks, and scheduling/dispatch managers all require information.

Most importantly, it must be information from one shared, real-time database. That’s the only way to prevent costly, dangerous gaps in communication, discrepancies, delays, and errors.

Accounting

Manage the complete financials of the organization, including partner, contractor, and franchise relationships. Multi-language and multi-currency capabilities support global growth.

Analytics

Set up and track your key performance indicators (KPIs) with easy-to-use ad-hoc report writing tools that drill-down into real-time details. Add graphic gauges to critical screens for at-a-glance continual monitoring.

Asset Management

Schedule routine inspections and maintenance on fleet or other internal assets to prevent unexpected down-time and extend life expectancy.

Contact Center

Provide front-line agents with detailed, up-to-the-minute information they need to answer questions quickly and screen service requests. Prioritize response times in accordance to Service Level Agreements (SLA) and trigger escalation when SLAs are nearing in compliance.

Distribution

Create and manage campaigns and accounts. Track the sales pipeline and projections. Enable front-line agents, including field technicians, to provide quotes and sell replacement units/parts.

Inventory

Accurately track inventory levels by lot, serial number, and location, maintaining minimum levels and ensuring availability of essential materials and parts. Make sure you have the parts when and where you need them, so service can be completed on time.

Mobile

Optional module. Provide your technicians with freedom to use both laptop and handheld devices to access customer and equipment details, such as historical service, past invoices, current contracts and owned equipment. Regardless of Internet connectivity.

Resource Scheduling

Resource Scheduling helps you match technician skills with job requirements as well as provide total visibility of available partners and material capacity for better utilization and allocation of resources.

• Flexibility Partner Definition
• Drag/Drop Scheduling
• Skills/Certification/Location Matching
• Email Notification
• Automatic Service Order Generation

Sales/CRM

Create and manage campaigns and accounts. Track the sales pipeline and projections. Enable front-line agents, including field technicians, to provide quotes and sell replacement units/parts.

Scheduling/Dispatch

Assign the right technician to the right job based on location and skills.

Service Contracts

Manage multi-tier service contracts and extended warranties with ease. Transition responsibility away from the Technician in determining if services performed is to be billed based on existing contracts and warranties.

Service History

Track installation date or removal date, warranty status, and both service and inspections performed down to the component level.

Warranty Tracking

Manage all warranties for equipment and component level parts. Streamline the entire claims process from authorizing, reviewing, and reimbursing your service providers, to managing your own claim submittal to your vendors.

Web Portal

Optional module. Provide employees, contractors, franchisees, dealers, and customers with remote access to data through an online web portal. Self-service access adds convenience and speeds service resolution.

Work Orders

Manage the order through the entire process with defined workflows and automatic escalations and alerts, ensuring that exceptions are handled quickly.

Workbenches

Consolidate commonly used role-based screens into dashboards with workflow diagrams and KPI-tracking gauges, improving productivity and performance.

Workflow Automation

Infor Service Management - Plus workflow automation works throughout the system helping you ensure customer satisfaction and improve effi ciencies by reinforcing documented best practices– ensuring that you follow the right process at the right time.

• Flexible, user defi ned process flows
• Automation and control of repetitive processes
• Management by exception supported
• Automated escalation triggers to ensure service level compliance
• Automated technician dispatch notification & replies
• Customer e-mail notifications