Service Businesses

 Service Management  by Microsoft Navision®

Microsoft Business Solutions–Navision^® Service Management makes it profitable for you to deliver superior customer service.

Key Benefits:

• Increase your productivity by creating a highly efficient work environment for your service employees and by gaining maximum efficiency from your service operations.

• Sharpen your competitive edge by understanding your service operations better and by improving customer satisfaction.

Great Service Made Profitable

When it comes to service, your customers have high expectations. Given the many service organizations out there, you know that you can’t afford to disappoint them. Providing great service, however, can be costly.

But what if extending the services you offer to meet increasing customer needs was profitable?

The Service Management application area in Microsoft Business Solutions–Navision helps you increase the productivity of your service operations and sharpen your competitive edge because you can:

• Place tighter controls on costs.
• Organize your resources for maximum efficiency.
• Profit from existing customers by providing better service levels.

Control Costs

With Service Management, you maintain tighter controls on your inventory. Your operations are more cost-effective because you’re always up-to-date and well informed about the current status of your inventory. And you’re free to make more cost-effective decisions. For example, you can see if two differently priced spare parts in your inventory perform the same function and eliminate the more expensive one.

You are able to pinpoint out-of-date, defective, unreliable, and unnecessarily expensive spare parts and service items in your portfolio. More importantly, you can identify your most cost-effective spare parts and service items at a glance, as well as the hidden spare parts and service items that may be adding unnecessary costs to your operations.

Know What to Do and When

If you want to be cost-effective, you have to plan ahead. With Service Management, you can make good purchasing decisions because you know what orders need to be filled and when.

You can:

• See whether the spare parts and items you need are available when you need them.
• Gather your requisitions so you know what and when items need to be ordered for all your open service orders.

Your employees fulfill orders more efficiently because lengthy and often costly processes are automated. And as your employees save time, you save money.

You gain immediate access to customer contracts, warranties, and service information. What’s more, you spend less time tracking vital information, and you can allocate zones, skills, and service items to match the specific service order.

Organize Resources

Using Service Management, you become more efficient because you have an enhanced overview of your company’s service resources and customer needs. You significantly improve the overall handling of your inventory, employees, and response times.

You use Service Management as a planning tool for future resource allocation, and as a result make smarter business decisions, faster.

Avoid the Surprise Factor

You can identify service requirements in advance, and your dispatchers and technicians have accurate and up-to-date information about future demand. This means you’re better equipped to deal with customer needs.

What’s more, you can pinpoint problem areas. And the faster you identify problems, the faster you can resolve them. The overall efficiency of your organization increases because your employees have the tools they need to respond quickly to problems. More importantly, they have the power to prevent problems from recurring.

Win Customer Loyalty

With Service Management, you can profit from your existing customers because you respond to their needs effectively and consistently. You make each customer feel like a VIP because of the highly personalized service you offer. You satisfy customers and ensure their loyalty because you improve service levels, response times, and reliability.

Create Personal Customer Profiles

You create a personal profile for every customer, so you’re always up-to-date on the changing needs of each customer. For example, you can offer your customers billing flexibility, personalized pricing, and the opportunity to specify preferred technicians and service times.

Meet and Exceed Expectations

Service Management helps you take customer satisfaction one step further and exceed customers’ expectations. You can:

• Quickly and easily access customer service history.
• Anticipate customer needs.
• Maintain real-time records, such as the date, time, and Service Tasks.