Field Service Management

Provide your customers with the best overall service experience. Manage your customer’s service and efficiently schedule service calls and maintenance items.

Drive customer satisfaction and retention
Optimize service inventory management
Maximize product quality
Improve service resource utilization, reduce costs

Service scheduling - Scheduling your service appointments efficiently and ensuring the right technician with the necessary skills and tools is dispatched to the correct job site at the right time is difficult without the real-time visibility into the service team's availability, location, and workload.
Inventory management - Managing your inventory and spare parts and ensuring that the right parts and equipment are available when and where they are needed to minimize downtime is difficult without real-time visibility into inventory levels, reorder points, and lead times.
Service quality - Delivering high-quality service to your customers is difficult without robust quality control measures and the ability to track performance metrics about your service technicians.
Data management - Without critical data and analytics around your customers, service records, inventory levels, and service technician performance metrics it is difficult to manage efficiently, improve service delivery, optimize processes and make data-driven decisions.

Capabilities

Action Requests

Control, manage and track all your service incidents including service orders, depot orders and RMAs

Service Contracts and Warranty

Provide your customers with service contracts and warranty coverage details for their products

Service Orders

Manage service delivery at your customer’s site

Depot Repair

Manage your customer’s return-to-base repairs with integrated RMAs

Field Service Management helps manufacturers and supply chains manage their field service operations with visibility into service requests, dispatch the right technician to the right job site, and enable technicians to access critical information and update records from the field.

Conduct better customer interactions to improve customer satisfaction and retention with full visibility into a customer’s service needs and information
Improve service and support decisions using customer-related KPIs and analytics
Gain efficiencies in providing, scheduling services and depot returns
Maximize product quality with a feedback loop to production engineers regarding returns, recalls and repairs

Field Service Management helps manufacturers and supply chains manage every aspect of servicing products both at the customer site and for depot returns, and provides a feedback loop back to manufacturing of any required quality improvements. It improves visibility and tracking of service activities, spare parts and related equipment inventory resulting in better control of service costs. It helps companies turn service from a cost center into a revenue stream.

Action Requests - Full incident management and tracking with linkage through to resolution via Service Order, Depot Order or RMA
Service Contracts and Warranty - Provide coverage details down to the individual product level whilst detailing how much labor parts and expenses will be supported. Fully integrated with Service Orders, Depot Orders and RMA's
Service Orders - Manage your field service delivery at the customer site, assigning the right technician to the right job and site. Full tablet access enables technicians to access critical installed base information and update records from the field. Integrated Quotations and Service Activity Reporting ensure parts labor and expenses are correctly estimated, accounted for and billed as appropriate
Depot Repair - Manage return to base repair with integrated RMA, Quotations and Service Activity Reporting to ensure parts labor and expenses are correctly estimated accounted for and billed as appropriate

For more information on how Field Service Management can help your company, please contact your account representative, contact QAD at +1-805-566-6100 or email [email protected].

Learn how QAD enabled a global life science leader in intraoperative imaging technologies to increase productivity by reducing time to record service calls with Field Service Management on the Adaptive UX platform.

View Case Study

Further Information

Actionable Insights: Customer Support

Understanding how customers are faring as they use your products and support services is crucial to customer retention and brand image. Learn about the KPIs included with the Customer Support Action Center and why they matter.

Learn More

Field Service Management

Key Challenges

Capabilities

Benefits

Solution

IMRIS

Further Information

Actionable Insights: Customer Support

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