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Total service management system for SMBs 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

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slide1

Total service management system for SMBs

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

slide2

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

functionality
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

complete scalable for smbs
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

end to end service automation

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

integration to erp system
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

easy workflow
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

smart inventory system

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

modules supplements
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

module customer care
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

customer care process flow
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

module rma depot service
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

normal rma process flow
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

cross shipment rma flow
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

receive rma orders
Receive RMA orders

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

rma order inquiry
RMA order inquiry

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

rma order drill down details
RMA order drill down details

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

module return to vendor
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

rtv process flow
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

module self service
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

self service indirect customers
Self-service/Indirect customers

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

request rma
Request RMA

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

view rma status
View RMA status

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

view status direct customer
View status/direct customer

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

request rma direct customer
Request RMA/direct customer

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

module field service
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

field service process flow
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

slide28

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

crm integration
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

module service subcontracting
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

supplement repair
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

configurable repair process
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

module quality control
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

incoming qc
Incoming QC

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

final qc
Final QC

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

supplement ship link
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

supplement service quote
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

selective customers
Selective Customers

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