Service Management

As a field service organization, no matter what you sell, you are in the business of profitable customer service. How well you forecast resources, schedule and track their actual time will determine your labor utilization, resource utilization, customer satisfaction and services profitability.

PROMYS Service Management Functionality helps answer questions such as:

• Why aren’t my field resources more billable?
• Do some field resources need more training to become more productive?
• Where should I be planning to hire more people with what skill sets/certifications?
• Am I incurring any unnecessary overtime that affects margins?
• Are my service contracts profitable?

PROMYS provides the real-time visibility into service management to maximize project profitability and customer satisfaction.

PROMYS makes every aspect of your service management program more effective:

• Help desk trouble tickets, color coding and escalations,
• Comprehensive resource calendar shows all resources and current availability,
• Automatic work order notifications and integration with outlook calendars,
• Customer self-service portal,
• Forecast resources by specific skill set and certifications,
• Track service contacts, service levels, customer serial numbers and third party service agreements, and
• Track labor utilization, reduce un-billable hours

As part of the PROMYS enterprise business software suite, your service management module links seamlessly with order fulfillment to track customer assets and tracks change orders, RMA’s and returns affecting equipment under service contract. PROMYS also keeps track of block time accrual accounts, support invoicing and service contract renewal.

More than effective service management: PROMYS gives you the web-based service management functionality you need to forecast resources effectively, respond quickly to customer service issues and maximize service contract profitability.