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Total service management system for SMBs

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  1. Total service management system for SMBs iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  2. iCube Customer1st™ A service management system to perform • Customer & vendor returns • Depot & field service • Customer care & support • Service quote & service sales • Product registration, rebate • Service contracting • Customer & vendor self-services iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  3. Functionality • Track services from begin to end w/ • requests, issues, causes, defects, status resolution, messages w/ owner & time stamp • Perform Services • Repair, replacement, refund, upgrade, maintn. • Communicate w/ team, customers, vendors • Post accounting transactions • SO, PO, invoices, inventory transactions • service revenue, inventory & labor cost • Present insights for improvements • Service & vendor performance, failure analysis iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  4. Complete & scalable for SMBs • Complete solution • Scalable implementation • Fit SMBs • Manufactures • Distributors • Integrators & resellers • Service providers • Retails & on-line stores iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  5. Direct Customer Vendor Service request Service request Order Contractor Channel Customer Status, Info Status, Info Service provider Items to service Items to service Order End Customer Branch Location Serviced items Serviced items End-to-end service automation Customer & vendor return Customer Care, Tech support Service sales Product registration & rebate Depot repair, Field services Service subcontracting Service fulfillment A scalable solution for SMBs www.icubeinfo.com iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  6. Integration to ERP System AR • Read Customer Info • Gen Invoice for chargeable services Cust. Info AR OE • Read SO to validate proof of purchase & warranty • Gen return SO for RMA credit return • Gen SO for selling service items Invoice SO Info OE SO PO • Read vendor info • Read PO to Gen RTV orders • Gen return PO for vendor return for credit PO Info PO PO Item & inventory Info IC BOM Serial Lot IC • Read item, inventory, serial no., lot no. • Validate BOM for component replacement • Post inventory transactions Inventory Transactions database www.icubeinfo.com iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  7. Easy workflow Command bar Order header Case header Line level Communication section Unit level Status bar Process section iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  8. Credit return: Auto SO return, items to ERP warehouse ERP Inventory System Warehouse Refurbish Repair / replacement: Defective items to “Defective”, replaced by your items in “Refurbish” Serviced items to ”Ship” to customers Return to vendor: Items from customers’ RMAs and yours in “Defective” to vendor Serviced items to ERP warehouse for yours & to “SHIP” for customers’ Repair: Salvaged items to ERP warehouse & re-use Smart Inventory System Received Item Receiving Vendor Good item to Replace/repair item RTVC Defective WIP Defective item Serviced Item Serviced Item Ship Customer1st™ inventory Customers’ inventory ERP Inventory Your RMA inventory iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  9. Modules & Supplements • Supplement • Repair+ • Quality Control • Ship Link • Service Quote • Point of Sales • Supplements are add-on components with specific features which install to a module to extend its features Core Module • Customer Care • RMA/Depot Service • RTV • Field Service • Self-Service • CRM Link • Service contracting iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  10. Module: Customer Care • Provide customer services from start to end • Create a service case • Perform • Product registration & support • Generate & authorize service orders for depot or field services • Contract maintenance, service quotes • Customers’ purchase of spare parts & warranty • Communicate by email or online • In-house & customers for issues, progress, status • Updates & resolution w/ knowledge base • Support multiple requests per support case iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  11. Customer Care Process Flow 1. Customer requests for services Issue Ticket Service request 2. Service rep issue service ticket Generic Service 3. Service rep provides services with built-in functions in “customer care” module for Q&A, general services, generate sales orders for service items Customer Mainten. Service Sales 4. Service rep issues RMA requests if “RMA” module is installed RMA 5. Service rep dispatches technician for field services if “Field Service” module is installed Field Service 6. Billable services are invoiced Invoice 7. Service ticket is closed Process Module iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  12. Module: RMA / depot service • Track in-house services from start to end • Create service order • Approve & authorize for service • Receive customers’ items for services • Perform services • repair, credit, replacement, upgrade, maintenance • Ship & invoice service order • Support cross-shipment return • ship advanced replacement, receive & service • Update progress by email & on-line Self-Services • Provide insights & analysis • order & inventory status, performance & failure analysis iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  13. Normal RMA Process Flow 1 1. Customer requests RMA by phone, on-line through “Self-Service” or from their own computers through “Agent” RMA request Issue 4a Credit RMA# or reject notice 2 Approve 2. Email approved orders w/ RMA# or rejected orders w/ reasons RTV in/out 4b vendor RTV 3. Receive RMA items, build-in many exception handling for discrepancies 3 Receive RMA items 4c Replace 4. Service options 4a. Credit returns 4b. Return to vendor for service (required “RTV” module) 4c. Replacement 4d. Repair (“Repair+” has more advanced repair functions) 4d Repair Pack 5 5. Pack serviced items 6 RMA items Ship 6. Ship serviced items iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  14. Cross-shipment RMA Flow 1. Customer requests RMA by phone, “Self-Service” or running “Agent” from their own computers RMA request Issue 2. Email approved orders w/ RMA# or reject w/ reasons RMA# or reject notice Approve 3. Ship advanced exchanged units from ACCPAC RMA location ACCPAC RMA Location Pack 4. Receive customer’s returned items Advanced Exchanged Items Repair# Ship 5. Bill customers if no or wrong item received within a pre-defined return period Defective location Receive 6. The returned units are ready for disposition (scrap, repair or return to vendor) RMA items Invoice Bill customer if wrong or no RMA item received Supple- ment iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  15. Receive RMA orders iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  16. RMA order inquiry iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  17. RMA order drill down details iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  18. Module: Return to Vendor • Process products returning to vendors for • Repair, refund, replacement, upgrade, maintenance • Return items includes • Your inventory • Customers’ returns • Smart multiple-to-multiple RMA to RTV links • One RTV order has items from multiple RMA orders • One RMA order has items to multiple RTV orders • Auto generation of RTV orders per vendor • Track vendor quality & service performance iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  19. RTV Process Flow 1 Issue 1. Create RTV order to request for servicing items 2 Vendor RTV request 2. Approve RTV order and to submit to vendor for authorization Approve Authorization or Reject notice 3 Authorize 3. Get authorization from vendor with RMA# or Reject notice 4 Pack 4. Pack items to return for services Items for services 5 5. Ship out items for services Ship 6. Receive serviced items or credit Serviced Items or Credit 6 Receive iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  20. Module: Self-Service • A web-based module for your direct & indirect customers (your customers’ customers) to • register products • request RMA • request general services • view service status & history • Customer’s RMA request will auto create an RMA order to save in-house entry, and is routed for approval • Approval status (approved w/ RMA no. or deny w/ reasons) will be emailed to customers iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  21. Self-service/Indirect customers iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  22. Request RMA iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  23. View RMA status iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  24. View status/direct customer iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  25. Request RMA/direct customer iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  26. Module: Field Service • To track off-site services from start to end • Create Field service order • Assign technician & schedule • Perform & update services on the field • Close/Invoice services • Support product or company-wide contract • Alert for preventive maintenance & contract renewal • Track equipments & inventory w/ technicians • Web interface for technicians to view order & schedule & update progress iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  27. Field Service Process Flow 1. Customer requests RMA by phone, on-line through “Self-Service” or from their own computers through “Agent” Service Request Issue Tech check Field Technician Customer 2. Email approved orders w/ RMA# or rejected orders w/ reasons When, What, $ Approve Service Order 3. Pack & ship advanced exchanged units from ACCPAC RMA location schedule, assignment Dispatch 4. Receive customer’s returned items Part, Equipment Service 5. Bill customers if no or wrong item received within a pre-defined return period 6. The returned units are ready for disposition, either scrap, repair or return to vendor for service Invoice Bill customer if out-of-contract service database Process iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  28. Module: CRM Link • Link Sage CRM to RMA module for CRM users to • Issue RMA order • Check RMA order status • View RMA order summary • In CRM Customer Care module • Add solution “RMA” to issue RMA requests & populate case info to Customer1st • Add tab “RMA” to view RMA progress & status iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  29. CRM integration Create RMA tag to display RMA status Create RMA solution type to issue RMA by sending case info to Customer1st iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  30. Module: Service Subcontracting Add subcontracting capability w/ two models • Repair subcontracting • Send service items (customers’ returns or in-house defects) to contractors • Receive serviced items from contractor • Ship them to customers • Turnkey subcontracting • Approve RMAs or service orders • Customers send defects to contractor • Contractors receive defects, service and ship serviced items to customers iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  31. Supplement: Repair+ • Add-on to RMA module w/ • Multiple user-defined work flow • Repair by item or repair by an order • Validate bill of materials for components usage • Support independent part list • Track customers’ reported problem code, defect code, repair code & repair note per repair stage • Track labor & components cost & charge • Generate knowledge for repair • Support product refurbishing iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  32. Configurable repair process • Fix components based on BOM • Repair items from RMA orders or from “Defective” location • Repaired items are auto-transfer to predefined location • Components and labor time are tracked per repair operation iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  33. Module: Quality Control • Insert Incoming & Final QC processes before & after Repair/Replacement of RMA module • IQC • Tracks definable inspection data • Assign the service option • FQC • Track the same or different set of inspection data • Approve or reject service iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  34. Incoming QC iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  35. Final QC iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  36. Supplement: Ship Link • Add-on to “RMA” and “RTV” to link them to Starship manifest system by v-technologies • Integrate w/ UPS, Fedex & other carriers • send weight & shipping info • get tracking numbers iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  37. Supplement: Service Quote • Add-on to “RMA” module to quote for services to insert quotation process after “receiving” function • Issue quote • Access bill of materials for quoting major components • Add service items • Approve quotes for charges & terms • Enter customers’ decision • Items w/ accepted quote routed to services process • Items w/ rejected quote to shipment process iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com

  38. Selective Customers iCube Customer1st™ 3.1 (C)iCube information Int'l 2009 www.icubeinfo.com