For those organizations with an after-the-sale service element, Foresight offers our Service Management Suite (SMS).  SMS adds three modules to the MXP product: Contract Administration (CA), Service Order Management (SO) and Help Desk (HD).

Using CA, you can define formal contracts, preventive maintenance plans or service level agreements with your customers and vendors.  Whether driven from predefined templates, or crafted individually, a contract contains the information you need to provide appropriate service to the products your customers have bought, including any warranty information between you, the customer, and related vendors, as well as pricing details for service work.

The CA module also assists with keeping track of both the revenue derived from these agreements and the total costs incurred when used with the associated SO module.

Service Order Management is the "heart" of the Service Management Suite.  Here you will define your technician organization, including individuals and groups, levels of training, truck stock inventories, service territories and service types.  If the products to be serviced include serialized items, the system will also keep track of every transaction that affects those items, including original shipment, work performed, transfers between customers, component parts replaced, etc.

The creation of a Service Order is accomplished easily, because the system already knows which customer owns which parts, what service levels are appropriate due to existing contracts, and all previous history of repairs.  Based on this information, you can assign a technician manually, or the system can auto-assign based on technician availability and defined skill sets.

For your service dispatchers, we offer Graphical Scheduling functionality, allowing managers to visually review and manipulate the workload on their teams, graphically changing SO work times, travel times, and even transferring between technicians.  Graphical Scheduling can take into account work loads based on Service Orders, training sessions, sick and vacation times, or any other element that may affect technician availability.

The final component of SMS is the Help Desk module.  HD is designed to provide a repository for issues and solutions encountered in your business.  These issues and solutions may be related to your external service operation, or may be internal issues, and as such the HD module is used by many of our customers who have no external service operations. 

The Call Entry function of Help Desk provides information about the incident being reported, and contains a built-in search engine to determine whether this incident, or one like it has previously been resolved.  If not, HD will monitor the progress of the issue's resolution through the workplace, with full activity tracking, and can even be used to generate external service orders automatically.  Once a solution is developed, that information is permanently stored for future use, and can optionally be converted into a separate Knowledgebase entry.

For more information about the Service Management Suite, or any of our products, please contact us using the links to the left.