Service Module

Service Module

When the products that you sell need to be serviced or you act as a service centre for other products.

1. A Service Order is created when a customer registers a request for service
   1. This can be via an inbound phone call, email, Sales Rep or Agent, Customer Portal or an online form placed onto a website.
   2. A /wiki/spaces/SI/pages/33054938 is created with a link to a Service Order
2. The /wiki/spaces/SI/pages/33054938 tracks the Shipping to your service center
   1. You can provide shipping and have the system book a courier using the Outbound Freight Booking Module
   2. The /wiki/spaces/SI/pages/33054938 can be added to the Daily Delivery Run to be picked up
   3. The /wiki/spaces/SI/pages/33054938 can be assigned to the rep or agent for them to pick up
   4. You can ask the customer to ship the item to you and reference the RA number
3. Once received by your service centre they track their work on the Service Order
   1. Determine if they have any discount through warrantee or a service agreement
      
      1. If they are your direct customer you can linked to the sales order used to sell the product to the customer to determine warrantee information
      2. If they purchased from one of your customers you can link an image of the register sale provided by the end customer
      3. If the item is serialised you will know when it was shipped and to who
      4. If they have purchased a service agreement the pricing will be referenced
   2. Fault codes and notes
   3. Time spent (service item)
   4. Parts Used
   5. Overall cost
   6. QA Tests completed
   7. Payment details.
   8. The service centre can contact your customer and track interactions and authorisations during the repair process
4. The /wiki/spaces/SI/pages/33054938 is then used to track getting the repaired item back to the customer
5. If your repair centre is an external party the system then calculates the payment required.