MSI Service Pro

Service Pro, MSI Data’s flagship field service software, provides an easy to acquire and easy to deploy solution for managing all aspects of enterprise wide service management, including call center, dispatch, contracts management and spare parts inventory; scheduling optimization and routing; full accounting system integration; and true mobile applications for the workforce, including inspections, field service and field sales.

The field workforce automation solutions offered by MSI Data are designed to make transformative gains in field workforce productivity, while being easy to acquire and easy to deploy.

MSI’s solutions include a combination of proven software applications that are easily configured, and integration to ERP, CRM and other home office systems.

Whether your field workforce consists of 25 or 2,500 service technicians, field workforce automation solutions from MSI Data will boost workforce efficiency and effectiveness, on your choice of iPad, iPhone, Android or Windows tablet or smartphone devices.

Approval Management

Intended for larger companies where business processes dictate approvals are required on particular transactions before allowing the transactions to proceed. Flexible State configurations and audit trail are available.

Asset Tracking

Service Contracts are as important, if not more important, than the initial sale. Managing contracts, however, can be a clerical nightmare and, if not maintained properly, can result in lost revenue and poor customer service. Service Pro provides support for two key areas: creation and tracking of customer equipment and creation and maintenance of service contracts.

If your company issues service contracts and/or wants to maintain a comprehensive database of equipment located at your clients’ sites, this module makes it easy to do so. The asset-tracking functions not only help in the service operation but also can be used as a marketing tool to send correspondence about new products, upgrades, etc. to existing clients.

If your organization has responsibility for informing clients of recalls or who want to maintain services notices, this module is a necessity.

• Customer Site Equipment Tracking
• Maintain Individual Unit Manufacturer’s Warranty and Purchase Data
• Variable Coverage of Warranty or Service Contract by Each Unit
• Easily Add, Transfer, or Change Existing Equipment
• Apply Service Contracts to All or Some of Equipment Tracked
• Generate Service Agreements
• Automatic Renewal Notification
• Installment Billing on a Variety of Intervals
• Flexible Contract Coverage Periods

Call Center

Configure your system to the “optimal” efficiency possible through this module. Define your rules for handling everything from Field Service, RMA’s to Warranty and Contract coverages for all the modules in your system. Track all calls to and from customers, their problems, configurations, and entitlements.

• Maintains System Controls
• Calls Center
• Printing Facilities
• File Management
• Security Control
• User Preferences
• Company Setup
• System Tools

Chart of Accounts

• 30 Digit Alphanumeric General Ledger Account Codes
• Virtually Unlimited Segments Capability within GL Codes
• 60 Digit Alphanumeric Description
• 60 Digit Alphanumeric Internal Search Description
• Balance Sheet or P&L Indicators
• Typically Debit or Credit Indicators
• All Activity Updates Master GL Distribution File, Portable to Other Accounting Packages
• Transactional Changes to GL accounts
• Virtually Unlimited Comment per General Ledger Account Code

Credit Card Processing

Automatic credit card information storage and processing will be available in most of the modules of the Service Pro Standard and Gold Systems. You can accept credit cards for such things as telephone support, service dispatching, sales, RMA repairs, etc.

CRM

• Master Customer File Including Email and Telephone Data
• Unlimited Ship-to and Site Records by Customer
• Salesperson Master File with Email and Telephone Data
• Salesperson Year-to-Date Sales, Costs, and Commissions
• Commissions Master File
• Commissions Due
• Commissions by Customer Type and Salesperson
• Commission History
• Default Taxes, Ship-Via’s, Billing Terms, and Customer Type
• Credit Hold Functionality
• Internal Customer Search Names
• Default Credit Card data
• User-Defined, Table-Driven Codes
• User-Defined Free Form Codes
• Unlimited Customer Comments
• Credit Limits
• Default Customer Discounts
• Flexible Price Codes by Customer and Items
• Year-to-Date Sales and Costs
• Customer Item Cross Reference table
• Unlimited Contact Names with Telephone and Email Information Per Customer
• Accounts Receivable Aging Reports
• Cash Receipts

Deferred Revenue Processing

Takes out the tedious and time-consuming task of allocating contract (entitlement) revenue every month. Accounts for the liability of a contract sale and then monthly will reverse the liability and recognize the sale.

Engineering Management

Assign ECN’s for certain models or part numbers and /or certain serial numbers. Generous commenting gives you the ability of writing or copying virtually unlimited instructions with every ECN. When a Returned Item on an RMA qualifies for an established ECN, the user is periodically reminded on-screen that the ECN(s) is required.

GL Distribution

• 30 Digit Alphanumeric General Ledger Account Codes
• Virtually Unlimited Segments Capability within GL Codes
• 60 Digit Alphanumeric Description
• 60 Digit Alphanumeric Internal Search Description
• Balance Sheet or P&L Indicators
• Typically Debit or Credit Indicators
• All Activity Updates Master GL Distribution File, Portable to Other Accounting Packages
• Transactional Changes to GL accounts
• Virtually Unlimited Comment per General Ledger Account Code

Inventory Management

Service Pro provides an easy to use inventory management system with multi-warehouse capabilities. The streamlined process allows quick and easy maintenance of multi-digit alphanumeric part and serial numbers.

Have a need for lot number processing? Service Pro provides support for that method as well, including support for serial numbers within lot numbers.

Does your organization manage various costing methods? If so, Service Pro supports multi-costing methods as well as the ability to monitor and re-order stock based on prior or projected usage. Service Pro provides dynamic updates to inventory for quanity-on-hand, re-ordered quantity, quantity allocated, and net available.

• Multi-Warehouse/Office Capability
• Mobile/Van Inventory
• Item Usage History
• Average, Last, and Standard Costing Methods
• Audit Trail history
• Variable Warranty Schedules
• Variable Activity Status
• Default Vendor Information
• Manufacturer Part Number Cross Reference
• Document/Image Capturing by Item
• Manufacturer’s Serial Number Cross References
• Extensive Serial Number Usage History
• Year-to-Date Sales and Costs

Mobile

Your customers have higher expectations. Help your field service technicians exceed them.

Field service organizations that empower their service technicians with real time customer, asset, inventory, warranty and other call resolution information consistently outperform their peers because their technicians can complete their work more quickly, and at a higher first time response success rate.

A more informed technician is more productive! Empower your field service techs with immediate information to get the job done right, on the first call.

• Service Pro Mobile deploys on all major mobile platforms - Deploy on iOS (iPhone and iPad), Android or Windows, cloud or on-premise.
• Service Pro Mobile works anywhere - Service technicians can record work in areas with or without wireless network connectivity.
• Service Pro Mobile is easy to use - The mobile field service management features of Service Pro Mobile are intuitively laid out and use the device’s native navigation.
• Service Pro Mobile is a seamless extension of Service Pro - Stop wasting effort! Integration with Service Pro^® field service management software extends world class field service productivity to the field.
• Service Pro Mobile does work orders and inspections - Technicians that perform work orders and inspections need just one device and just one app - Service Pro Mobile.
• Service Pro Mobile can integrate with your ‘home office’ system – Enjoy company-wide field service automation by using Service Pro Mobile with your home office system.

Service Pro Mobile includes many paperless service management capabilities for field service technicians:

• Service Technician Status
• Important Alerts
• Built-In Text Messaging
• Service Technician Calendar
• Work Order Management: Site Contacts
• Site Equipment Assets
• Warranty Tracking
• Technician Time Tracking
• Inventory Tracking
• Asset Inspections
• Service History
• Photo Capture
• Signature Capture

Quote Management

Maintains Contact/Prospect table totally separate from the Host’s Customer table with easy conversion from Prospect to Customer. Create Quotes with the same ease as with Orders and print a variety of User-Defined documents. Once a quote is accepted use the one-click option to convert to an order for all or part of the quote. Quote is kept historically for easy reference and for “repeat” or “Master” quote functionality. Keeps Quote success history.

Repair Center Management

When returns are critical, the RMA Administration and Return service management capabilities of Service Pro software ensure you won’t lose track of what is to be returned. Whether it’s from your customer or from your technician, making sure parts/equipment are returned can save you money!

If your depot repair center performs repairs on returned goods, sends them to the manufacturer/outside contractor, or if you simply need to return the goods to stock, Service Pro controls the entire process, including billing or crediting your customer while tracking repair times and parts used.

Service Pro creates, expedites, and tracks RMAs in a flexible and highly configurable fashion that accommodates most every operation imaginable. Whether RMAs are pre-authorized or just come in the door, the system will track the RMA, expedite its return, and assure that history is kept.

Service Pro depot repair features include:

• Issue and Follow-Up on RMAs
• Track RMAs Issued but not Received
• Receive Returns (Loading Dock Function)
• Perform Inspections of Received Items
• Repair/Replace Items Returned
• Send/Receive To/From Vendors
• Return to Stock
• Establish Warranties by RMA Issue Date, Received Date, In-Service Date, Sold Date, Manufacturer’s Date, and Proof of Purchase Date
• Ability to Apply Labor, Use Parts from Inventory, and Apply Tasks to Returned to Customer and Return to Stock Repair Items

Service Pro also provides a full suite of bar coding label capability as well as RMA inspection documentation process management.

RMA Administration

When returns are critical, the RMA Administration and Return service management capabilities of Service Pro software ensure you won’t lose track of what is to be returned. Whether it’s from your customer or from your technician, making sure parts/equipment are returned can save you money!

If your depot repair center performs repairs on returned goods, sends them to the manufacturer/outside contractor, or if you simply need to return the goods to stock, Service Pro controls the entire process, including billing or crediting your customer while tracking repair times and parts used.

Service Pro creates, expedites, and tracks RMAs in a flexible and highly configurable fashion that accommodates most every operation imaginable. Whether RMAs are pre-authorized or just come in the door, the system will track the RMA, expedite its return, and assure that history is kept.

Service Pro depot repair features include:

• Issue and Follow-Up on RMAs
• Track RMAs Issued but not Received
• Receive Returns (Loading Dock Function)
• Perform Inspections of Received Items
• Repair/Replace Items Returned
• Send/Receive To/From Vendors
• Return to Stock
• Establish Warranties by RMA Issue Date, Received Date, In-Service Date, Sold Date, Manufacturer’s Date, and Proof of Purchase Date
• Ability to Apply Labor, Use Parts from Inventory, and Apply Tasks to Returned to Customer and Return to Stock Repair Items

Service Pro also provides a full suite of bar coding label capability as well as RMA inspection documentation process management.

Service Contracts

Service Contracts are as important, if not more important, than the initial sale. Managing contracts, however, can be a clerical nightmare and, if not maintained properly, can result in lost revenue and poor customer service. Service Pro® provides support for two key areas: creation and tracking of customer equipment and creation and maintenance of service contracts.

If your company issues service contracts and/or wants to maintain a comprehensive database of equipment located at your clients’ sites, this module makes it easy to do so. The asset-tracking functions not only help in the service operation but also can be used as a marketing tool to send correspondence about new products, upgrades, etc. to existing clients.

If your organization has responsibility for informing clients of recalls or who want to maintain services notices, this module is a necessity.

• Customer Site Equipment Tracking
• Maintain Individual Unit Manufacturer’s Warranty and Purchase Data
• Variable Coverage of Warranty or Service Contract by Each Unit
• Easily Add, Transfer, or Change Existing Equipment
• Apply Service Contracts to All or Some of Equipment Tracked
• Generate Service Agreements
• Automatic Renewal Notification
• Installment Billing on a Variety of Intervals
• Flexible Contract Coverage Periods

Service Processing and Order Desk

This module concentrates on two critical aspects of your operations, field service dispatch and sales. It also maintains technicians’s inventory (van stock) and has special functions to better support Installations of equipment and swapping of equipment at a customer’s site. It is also the module through which all order entry, billing and invoicing is performed.

• Provides an Order Desk with Full Order Processing Functionality
• Service and Sales use the Same Screens
• Technician Scheduling and Reporting
• Track Mileage and Expenses
• Combine Parts, Labor, and Tasks on One Order
• Auto-Create PO’s from Orders
• Immediate Printing of all Required Documents
• Auto-Invoicing
• User-Definable Forms
• Strong Historical Reporting Capabilities

Shipping Integration

Without leaving the Service Pro screen you can initiate a manifesting process that will assign a tracking number, calculate weight and shipping charges, and print the appropriate paperwork required by most freight companies. The data is then fed back into Service Pro for easy access when clients call to check on shipping statuses. This module integrates with and requires Star Ship manifesting software.