Enterprise Applications for...

The Field Service Industry

SERVTRAC® .NET is a suite of integrated field service management solutions that provide the tools your company needs to manage all aspects of service delivery.   It has been built on a proven enterprise-class infrastructure and delivers business value through a single system, common platform design.

SERVTRAC® .NET Software Solutions

Enterprise Edition

SERVTRAC® .NET Enterprise Edition is for enterprise-class service companies that deliver on-site services to customer locations that are regional, national, international, or global in scope.  These organizations have unique requirements  that must be addressed to properly care for customers who have service locations dispersed throughout a wide area.

From both an application and technology perspective, there are five areas that will differentiate Enterprise Edition from Standard Edition.  Those areas are:

• Enterprise Business Value

• Scalability

• Availability and Uptime

• Performance

• Advanced Analysis 

SERVTRAC® .NET Enterprise Edition provides tools that will simplify business processes associated with the activities listed below:

• National and Key Account Service Delivery Strategies

• National and Key Account Data Consolidation and Reporting

• Global Data Management of Customer, Equipment, Warranty, Contract, and Inventory Files

• Integration with Back Office, Financial, CRM or other Corporate Systems

• Integration with Business Partners and Customers

• Developing, Deploying, and Supporting New Applications

SERVTRAC® .NET allows you to define your service boundaries and, when these boundaries change, system flexibility will make it possible to respond quickly to that change.  

Standard Edition

SERVTRAC® .NET Standard Edition is a more affordable option for independent, single entity service providers that deliver on-site services to customer locations that are local or regional in scope, and do not normally provide on-site services outside of their business area.  Standard Edition provides the same feature-set as Enterprise Edition, but does not require the advanced scalability, availability, performance or analysis features that are provided with the Enterprise Edition. 

Call Center Management

SERVTRAC® .NET Call Center Management has been designed to support multi-tiered service operations that need to handle inbound requests for service. Whether your customer calls are placed at a central call center, a field service office location, a customer web-portal, or a third party service provider, SERVTRAC® .NET will provide the ability to easily manage customer service from a global, national, regional or local view.  

Configurable workflow features enable end-users to tailor the software to their local needs and rule-based alert features allows the system to remind users of tasks that need attention. 

Examples of system alerts include:

• Warranty and contract expiration

• Contract inspections that are due or past due

• Alerts to escalation of service call status

• Alerts to customer entitlements

• Sales Lead or Quote Follow-up

• Accounts receivable  for collection activity

• Configurable algorithms for call planning

Call Administration - Add or Update Call View

• Add/Update Call View is used to add new calls and to update existing calls

• Customer Search options include: 

  • By Name

  • Location / Store Number

  • Address

  • Telephone

  • Customer Number

  • Bill-to Number, Name, Address, City, State, and Zip

• Open Call Search options include: 

  • Variety of call search options

  • Call details appear in grid 

  • User may configure grids

  • Option to exclude or include completed calls

  • Option to show only calls logged by the user

  • Option to show only calls escalated by the system

  • Option to show only calls considered callbacks

  • Same search mechanism can also be used to search call history

• Configurable search grids throughout the system can be re-sorted by clicking on the column heading – for example, to re-sort the grid by City, simply click on the heading “City”

Call Administration - Customer Information View

• Once a customer is selected, user defined Alert Memos appear

• Alert Memos can be attached to any customer, technician, call, contract, etc. to be viewed throughout the system

• Alert Memos provide an unlimited amount of space to store important information about the customer

• Allows you to override bill-to by searching & selecting another customer number

• Provides immediate snapshot of customer’s status, including:  history, other open calls, credit limit, and AR balance with drilldown capability

Call Administration - Call Information View

• Automatic assignment of call number

• Automatically records user who logged the call

• Select name from customer contact list or enter caller's name to record the call contact name

• User is prompted by system if PO is required for this customer

• User may optionally record an expected date/time range for service to be performed

• Equipment grid may be displayed to allow you to select equipment for service call.  Or simply close the view and access it later when you know specific equipment information. 

Call Administration - Call Detail View

• Configurable rules allow you to define Call Types, Problem Codes and Call Priority Rules 

• Priority rules influence automatic call scheduling

• Warranty and Contract Status is monitored and displayed

• Customer Entitlements are displayed if available 

• Attach memos to each piece of equipment on the call

• Add equipment to the call

Call Administration - Job or Trip Information View

• Record status of call, or segment of call

• Select Technician or Vendor to assign to call from a drop-down technician or vendor list, or ask the system to recommend a technician for the call 

• To have the system recommend a technician, simply click on the link and:

  • Microsoft® MapPoint will locate customer site, the  calculate and display the technicians distance from the call

  • SERVTRAC® .NET will verify technician qualifications and  checks the technicians schedule to determine his capability of accepting the call 

• Dispatcher can assign the call from the list of recommended techs

• Schedule Date will allow you to later assign the ticket and remedy codes, and record dispatch, arrival and completed times

• Service ticket number may be added to each call activity or trip to customer location

• Add/Update remedy codes and you have the option to automatically create work-orders form the dispatch system  

Graphical Call Boards

SERVTRAC® .NET Call Boards are configurable at all levels of the enterprise, allowing the business to easily define their service organization to meet their needs.  And, if requirements change, SERVTRAC® .NET simplifies the process of redefining how the call center system will facilitate that change.   Depending on  user account roles and permissions, the call Call Boards will provide access to the following service information:

• Global View of all call activities in the enterprise service area

• Regional View of calls in a user defined regional service area

• District View of calls in a user defined district service area

• Local View of calls in a  a user defined local service area

Each of these service activity Views may be configured to allow managers to drill down further to see clearer picture of service commitments.  Within each service area calls may be filtered to show:

• Corporate service activity

• Independent service company activity who perform service exclusively for the enterprise 

• Vendor service company activity who may perform service on an "as needed" basis for the enterprise 

Callboards allow you to use drag and drop features for call assignment.  You can also use the right click to un-assign, re-assign, recommend a technician or view calls via the Update Call View to make changes.

Color views differentiate calls to be make it easy for the dispatcher to see changes that are occurring due to expiring SLAs, call escalations or changes in customer priorities.

As calls are assigned via any of the callboards, technician’s qualifications are considered along with his current work schedule and allowable overtime to determine if he is capable of taking the call.

Technician Call Boards

• Displays unassigned calls in the "unassigned grid" and calls that have been assigned to each technician in the "technician grid".

• Calls may be filtered by a range of customers, a specific national account group, a range of national account group, by zone range and/ or model range. 

Customer Call Boards

• Displays all calls by customer location.  Simplifies management of national or other key accounts that require special attention.

• Calls may be filtered by a range of customers, a specific national account group, a range of national account group, by zone range and/or model range.

3rd Party Service Providers & Vendor Call Boards

• Displays all calls by customer location.  Simplifies management of national or other key accounts that require special attention.  Ideal for managing outsourced service activities.

• Calls may be filtered by a range of customers, a specific national account group, a range of national account group, by zone range and/ or model range.

Call Planner

• Utilizes Rules-Based management logic to establish criteria by service location, allowing multi-location service organizations to configure the call planner to meet specific and unique territory requirements.

• Combines system intelligence with real world planning logic to assist the dispatcher with the day-to-day scheduling requirements of your service team.

• Considers premier and priority premier customers, response time guarantees, customer and techs’ geographic location, as well as priority of call and tech’s qualifications to determine a schedule for each tech.  It factors in the average time of repair based on the equipment type, model or problem code, which ever you prefer. 

Call Schedule

• Technician Schedule View is automatically created as a result of the Service Call Planner.

• Callboards allow you to use the drag and drop feature to assign and re-assign calls.  You can also use the right click to un-assign, re-assign, recommend a technician or view calls via the Update Call View to make changes.

• Color views allow certain calls to be highlighted to give dispatch a better graphical view of status of all calls. 

• As calls are assigned via any of the callboards, technician qualifications are considered along with his current work schedule and allowable overtime to determine if he is capable of taking the call.

Call Mapping, Global Positioning

• SERVTRAC® .NET provides visual GPS “map” locations of your service area, service vehicles, customer locations and open calls.

• Mobile Dispatch – SERVTRAC® .NET provides a two-way wireless messaging system that enables dispatch personnel to synchronize information with field personnel in a “real-time” mode

• GPS Board combines call information, technicians’ current location and uses Microsoft MapPoint program to show you yet another view of dispatch calls.

• "Plot Unassigned Calls” for a view of all technicians and their proximity to the unassigned calls.

• Click on an open call and click “Near by Technician”, the system will locate the closest technician to the call.

• Use the GPS Board to plot store locations, inspections, open calls, etc.

• Use the GPS Board to draw a technician route for the day and include driving directions and actual travel time figures.

Mobile Data - Wireless Field Service

SERVTRAC® CE .NET has been developed using the Microsoft® .NET Compact Framework,  Microsoft® SQL Server 2000 CE runs on the industry standard operating systems for handheld computers, PDAs and other mobile client devices. 

In addition, SERVTRAC® .NET provides features that will allow field service personnel to utilize web-enabled cellular phones.  Both platforms will offer a full suite of “mobile data” applications that will help eliminate the manual inefficiencies and paperwork that overwhelm technicians and administrative staff.

SERVTRAC® CE .NET and Microsoft’s® Windows Mobile™ software provides the following capabilities to be run on mobile devices:

• Receive assigned call list electronically, provides access to customer information and equipment histories

• Track travel and call completion times

• Account for inventory usage with quick access to stock quantities and pricing

• Complete work orders and reduce the redundancy of data entry, minimize errors and lost service tickets

• Work-order is a single point-of-entry; from the mobile device through  general ledger

• Accelerate billing cycles, improve cash flow, and cost benefits through efficiency gains

• Automatically update call and invoice information before end of day 

• Barcode scanning capability for field generated invoice and physical count activities

• Capture customer signature electronically and print work-order

Web-Based Customer Service

e-SERVTRAC® .NET is a web-based customer service program that may be used as an integrated component of the SERVTRAC® .NET Field Service Management System.  The suite of “customer web-portals” will allow you to provide e-commerce capability to your customers, offering them an alternative way to purchase your products and services.

e-SERVTRAC® .NET Web-Based Customer Service provides your customers with the following capabilities:

• Secure and immediate access to their account information via web portals

• Secure access to the SERVTRAC® .NET Dispatch system, allowing them to:

• View their equipment records

• Select equipment to be serviced

• Submit a request for service

• Request quotation for contract service

• Track call activity “on-line” through call completion

• Receive invoices via e-mail

Secure access to the SERVTRAC® .NET Inventory system, allowing your customers to:

• View inventory availability and pricing

• Request a quotation

• Submit an order

• View order history, management reports

Customer reporting may also be published to selected customer accounts. SERVTRAC® .NET will offer the ability for customers to:

• View service and sales history online

• Provide a powerful and unique competitive differentiator

e-SERVTRAC® .NET provides the following benefits:

• Adding the Internet as an alternative way to provide products and services is convenient and greatly enhances your customers' service experience

• A less expensive communication method for customers to contact you, which helps streamline your operating costs

• The self-service concept of e-SERVTRAC® .NET reduces the workload of the call center staff, sales staff and parts sales staff, and increases their productivity

• Instead of answering customer inquiries, employees can spend more time scheduling, dispatching, selling and servicing your customer needs

Order Management

SERVTRAC® .NET Order Management system provides quotation processing capabilities for:

• Service Quotations

• Equipment Quotations

• Spare Parts Quotations

• Service Contract Quotations

SERVTRAC® .NET Order Management system provides order processing and invoice capabilities for:

• Service Work-orders for warranty services, service contracts, time and material and non-billable such as call-backs 

• Equipment Orders

• Spare Parts, Counter Sale Orders

• Service Contract Billing Orders

SERVTRAC® .NET Order Management also provides the following capabilities: 

• Invoice Print, Edit Print and Posting 

• Invoice Register, Account Distribution

• Sales Analysis and Reporting

Contract Management

SERVTRAC® .NET Contract Management System provides a comprehensive and flexible infrastructure for managing complex customers offers and entitlements for national or regional accounts, as well as a simple and easy to use system that can be used to manage locally administered contracts.

Features include: 

• Contract Administration

• Contract Quotation

• Contract Inspections 

• Contract Billing

• Contract Amortization

• Contact Renewal Administration

• Contract Analysis and Reporting

Inventory Management

SERVTRAC® .NET Inventory Management Systems provides a comprehensive and flexible infrastructure for managing service inventory.

Features include: 

• Inventory Control

  • Supports all costing methods

  • Customizable user settings such as colors, grid columns and function keys.

  • “Add on the Fly” feature is built-in throughout the application.

  • Export any grid to EXCEL spreadsheet with the click of a button.

  • Item Maintenance includes information on parts, warehouses and pricing

  • Grids are “customizable” by the end user so displaying “useful” information or sorting displayed information can be done easily

  • Images of parts can be stored for easy access. 

  • Simplifies access to your data for analytical purposes. For example, select Movement Inquiry for one warehouse or all warehouses; one transaction type or multiple transaction types; one item or range of items; and the results will be displayed. 

  • To copy the information to Excel for further analysis, graphing or sorting, click the Excel Icon in the upper right hand corner of the grid and your data will be immediately transferred to an open Excel worksheet. 

  • Other similar features include ABC Analysis for ranking, Item Classification for Inventory Grading and Min/Max calculations.

  • Simplified physical count process offers a variety of options, including cycle counts, with options to count warehouse, item, bin and/or product group ranges.

  • One screen controls the whole process and shows current status of all warehouse counts currently in process. 

  • Reporting includes warehouse variance report and post report.  

  • Accounting entries can be assigned to reason codes setup by the user.

• Purchase Order 

  • Reorder Advice allows you to request a report for one or more warehouses; for a range or all items in the warehouse or for a range of one or more product groups.

  • Results of reorder advice can be used to create a PO, create an immediate transfer or to create a transfer request. POs are printed, e-mailed or processed though a web-service link.

  • Reorder Advice allows immediate results to be viewed or printed, and makes it easy to modify the results. 

• Product Service

  • Provides links to from local main warehouse and service vehicle inventory to other warehouses with access to the enterprise, either internal or external business partners.

  • Provides Internet links (via Web Services) to parts catalogs, technical manuals, CAD library and troubleshooting guides, as they and other information are made available by the manufacturer.

  • Simplifies transfers, purchase orders or sales orders by allowing you to build a “list” of parts or machines, and then automatically transfers the list to the appropriate application.

  • Web-Based Product Services provides links to buisnes partners and customers

• Inventory Analysis and Management Reporting

  • Robust reporting module for analysis of all the data being captured throughout the application.

  • Uses Crystal Reports,  a powerful report design tool with built-in options to view reports before printing, and options to output to EXCEL, WORD or ACCESS.

  • Custom reports can easily be added to standard “front-end” report writer, which offers a variety of selection criteria to the reports. 

• Back Office and Accounting Interface

Enterprise System Manager

The SERVTRAC® .NET Enterprise System Manager provides a dynamic  configuration tool that will enable system administrators to:

• Define company "Enterprise" and create business rule hierarchy for managing data securely and efficiently. Example:

  • Corporate Location

  • Regional Location

  • District Location

  • Branch Service Office Location

  • Independent Dealer Service Office Location (Non-Corporate Entity)

  • Distribution Center Location

• Customize workflow and screen layout without having to make complex code changes

• Manage System Alerts and Messaging 

• Manage application security for:

  • Escalations

  • Application Permission

  • Groups, Roles, System and User

• Establish business rules for all tables that are managed by the system

Enterprise Integration Manager

The SERVTRAC® .NET Enterprise Integration Manager a powerful data management tool that is used to provide integration services between both internal and external data sources. The Enterprise Integration Manager provides the following features:

• Report Manager is used to integrate data sources to provide real-time and data warehouse reporting at the appropriate "Enterprise" level and will provide access to national or regional account analyze data from any perspective that may be needed:

  • Corporate View

  • Regional View

  • District View  

  • Branch Service Office View

  • Independent Dealer Service View (Non-Corporate Entity)

• Common File Manager is used to manage data for master files that have to be controlled at a corporate level, such as:

  • Customers

  • Equipment

  • Contracts and Warranties

  • Inventory Items and Pricing

• Accounting Transaction Manager is used to manage data that must be shared with accounting or other back office systems, including:

  • Consolidate Invoice Processing for National Accounts

  • Warranty and Contract Claim Processing

  • Accounts Receivable

  • Accounts Payable

  • General Ledger

  • Payroll Time and Attendance

• Business Partner Manager is used to manage data that must be shared with strategic third parties such as:

  • Customers via Customer Portals

  • Vendors via Vendor Portals

The SERVTRAC® .NET Enterprise Integration Manager:

• Simplifies integration processes by using an independent Microsoft SQL 2000 database and common tables to manage the exchange of data

• Enables system administrators and developers to easily add or modify integration services, without having to modify or change source code on either system

• Has three primary components - 1) the Integration Engine, 2) XML Web Services and 3) the Enterprise Integration Manager Database:

• The Integration Engine is the program used to define the integration rules. It first determines if integration services are enabled, and initiates the appropriate program logic to begin integration activities.

• XML Web Services are used to manage all integrations activities between data sources, whether they are on the same server or a networked server

• The Integration Manager utilizes Microsoft® SQL Server 2000 Enterprise Edition to insure data integrity, security and optimal performance for your enterprise.  Stored procedures in this database are able to access related tables from all data sources eliminating the need to modify the respective systems programs.

Management Reporting

SERVTRAC® .NET powerful management reporting capabilities are a result of the underlying technology, Microsoft® SQL Server™ 2000.  SQL Server is more than a relational database management system; it is a complete database and analysis product that meets the scalability and reliability requirements of the most demanding enterprises.  It is appropriate for a broad range of solution types, including e-commerce, data warehousing, and line-of-business applications.

AMTECH has combined the power of the .NET Framework, Seagate's Crystal Reports and Microsoft® SQL Server™ 2000 to provide our customer's with a dynamic and robust reporting environment.

Capabilities include:

• Online Analysis and Reporting

• Data Warehouse

• Rich XML Support

• Web-Enabled Analysis

• Web Access to Data and Web-Based Customer Reporting

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