Service Management

Maximize dispatching by scheduling the right people at the right time and obtain real-time data for work taking place in the field. Acumatica Service Management provides contract management, appointment schedules, and a full-featured mobile application for service-driven businesses, wholesale distributors, construction companies, and manufacturers for deliveries, installation, or remote service operations.

How Service Management can work for you

Quickly capture service needs to shorten the time between call receipt and job assignment. Track resource commitments, match tasks to the best available resources, and generate work orders. Streamline processes to reduce response times and costs, resulting in increased revenues and customer satisfaction that ultimately give you a competitive advantage. Seamless integration to inventory, purchasing, and projects provide service organizations with everything they need to grow their business.

Find out how the right field service software can help you enhance your customer service — and your profits.

Key benefits of Service Management for your company

  • Scheduling, dispatching and call center

    The visual Dispatch Calendar Board gets the right people to the right service or job every time.

  • Gain Control of Field Service Technicians

    Track resource commitments and real-time GPS location. Obtain real-time access to the progress of the appointment with status updates, the material used, and detailed notes and pictures.

  • Improve Communications

    Using emails, SMS or push notification, notify resources and customers of appointment assignments or modifications

  • Accelerate Decision-Making

    Improve decisions by using drill-down reports and dashboards to access past information and gain insights into future needs. Define metrics for technician utilization and service performance.

Important features of Service Management

  • Calendar Boards
  • Appointments
  • Resource Scheduling
  • Flexible Billing
  • Route and Resource Tracking on Maps
  • Route Optimization
  • Mobile App
  • Multi-Language and Localization
  • Warranty Management
  • Enterprise-Wide Integration

Calendar Boards

Create new appointments or assign resources to scheduled appointments. View your resource schedules by day, by week, or by month and filter calendars based on appointment requirements.

Appointments

Update technician schedules from the office. Technicians can start and end appointments in the field providing instant status updates to users in the application. Manage single or multi-day appointments and pause appointments for travel or break times.

Resource Scheduling

Schedule technicians based on workload, location, or by skill or certification. Ensure technicians have the right equipment and inventory to complete the job.

Flexible Billing

Generate invoices based on estimations or actuals, and group invoices by service order, time frame, or customer purchase order. Define different billing rules by the customer and by service order type.

Route and Resource Tracking on Maps

Visualize estimated route and route statistics by the technician. View actual route history and real-time GPS location to keep track of resources.

Route Optimization

Use WorkWave Routing Engine integration to optimize appointments to minimize driving time. The optimization considers the working schedule of your resources, as well as lunch breaks. This is an optional application.

Mobile App

Update appointments on the road or at customer locations using the mobile application available for Android and iOS. Access customer history, capture payments, enter expense receipts, and capture signatures directly from your mobile device.

Multi-Language and Localization

Support multiple languages, date formats, and number formats. Define a default language by user, for the web and on the mobile app.

Warranty Management

Establish warranty offers for your customers, specifying which parts are under warranty to avoid confusion, mischarges, and objections. Multidimensional contracts (different warranty periods for different components of the system) help to track warranties from sales to repair in the field, specifying what is covered and what is not. This helps ensure billing accuracy and improve customer satisfaction.

Enterprise-Wide Integration

Convert CRM opportunities into service orders and appointments. Allocate stock items to service orders and create purchase orders from the field. Create appointments for a project and manage budgets and profitability across and project. Capture time for employee timecards used for payroll. Manage inventory with integrated purchasing, requisitions, and powerful inventory replenishment logic.

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