Our solution to Service industry

A White Paper

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Centra Technologies DMCC

Contents

1. Introduction 2

2. Business Case 2

3. Problem Statement & Proposed solution 2

4. Product Overview 3

5. Results / Conclusion 7

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1.  Introduction

Centra CRM service module enables managing planned-preventive-maintenance (PPM) and reactive or breakdown maintenance with easy-to-use tools to create and manage contracts, schedules, requests, services and assets under strict Service Level Agreements (SLAs) using worklogs and spare parts management. It gives a 360-degree insight into customers, vendors, products, sales and other modules with holistic views of all parameters giving you a bird’s eye view of business with complete transparency.

2.  Business Case

A service management system is suitable and capable of managing ‘n’ number of services like creating, assigning, tracking and accomplishing tasks using the integrated tasks management module. A service management system plays a major role in helping the service manager to do his job of ensuring all and all the other services within his communities work seamlessly 24 hours 365 days a year. Each service has its own schedule of preventive maintenance, and also breaks down whenever it feels like it. Centra CRM Service Module is a smart, easy-to-use, unified system that automatically reminds the service manager to service an asset, and allows him to log a breakdown into the system from where he can ensure that a technician attends to the problem and resolves it within the stipulated time-frames.

3.  Problem Statement & Proposed solution

Problem / Solution
Collating master’s information eg; Unit 1 has X number of assets, Unit 2 has Y number of assets and so on / Creation of masters with different groups like General information, billing information, asset types and so on
Acceptable consumable limit per asset / Defining consumables information like name, part number, quantity and type under PPM contract
Asset and contract-wise SLA definition / Master SLA engine
Tracking requests by type and status / Intelligent request management module
Ensuring request resolution within SLAs / Automated time-based SLAs and workflow triggers
Keeping track of cost of services / Track man hours, parts replaced and expenses incurred against a request
Technician and skillset availability, scheduling, and efficiency / Asset requests, auto-assigned to relevant skillsets through queues based on zones, skills, asset types etc.
Customer feedback and actionable management / Dynamic integrated survey module
Technician feedback from the field / Mobile apps for technicians

4.  Product Overview

Requests are created directly by customers or by a call center executive on behalf of the customer once a call is logged. Each request entered goes through resolution lifecycles progressing from a “new request” stage through various works-in-progress stages until they’re finally marked as “completed” by the technicians through a series of work logs. These work logs capture, at the minimum, the number of visits, the hours of each visit and the tasks executed in each visit. Once a request comes in to the service provider it is queued up to the pool of requests. Assignment of requests is then done either automatically to the respective owners based on various parameters like skillset, zone and region or manually through direct assignment to a technician.

§  Request booking

Resolution of issues is recorded in the system and different parameters like time taken to resolve the issue, material cost involved, if any and approvals required are measured and recorded in the system. The executives create worklogs against the request based on each service completion.

§  Worklog

Service level agreement:

Service Level Agreements are an essential part of facilities management process as they provide a benchmark on the products or services that have to be delivered to the end users and our solution beautifully captures this process. The SLA component of the system is the best method of assuring that what has to be done, or has to be delivered, is done with the required standards and on time, and in the event it isn't met then the correct flags are raised within the system itself to highlight the poor performance areas.

Each request is closely monitored by the enveloping SLA module that governs the request timelines, parts, consumables, and subsequent resolution against the standard SLAs or contractual SLAs, whichever SLAs cover that specific request. As such, the system’s proactive tools raise alerts and notifications to specific stakeholders across the escalation matrices ensuring that proactive steps are taken to ensure that SLAs are adhered to well before they lapse.

§  Creation of PPM and Breakdown maintenance contracts

Once the requests are resolved and verified by the creator of the issues the job is closed with additional comments, if any. Satisfaction surveys are generated and forwarded to the customer to record the satisfaction levels and continuously keep improving based on the statistics captured and reviewed from the system.

§  Close call with the survey

§  Survey Form

Dashboards: Centra Service Desk solution integrated dashboard wizard gives executives and managers ability can create and view dashboards and add needed reports on-demand.

5.  Results / Conclusion

In conclusion Centra CRM Service Desk provides features that deal with the day to day activities of a service manager thus saving a lot of time and making the process extremely effortless and efficient. The solution also provides the flexibility and ease-of-use to change the layout, workflows, field structure and mapping, at any point of time by the users themselves provided they have the basic know-how of the framework and structure of the system. CRM understands that information offers companies strategic advantages and it ensures proper mechanisms are in place for the data to be analyzed, produced and distributed seamlessly.

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