EFFICIENCY Service and Maintenance module, a multi-tier and multi-purpose log, resolution, costing and spare parts maintenance system, performs complete internal and external Plant Maintenance and Help Desk functions.

Each Service and Maintenance transaction is connected to the other modules of EFFICIENCY via the Campaign Management and Activity Management modules, allowing a real time single view access of all the enterprises customer sales, marketing and service activities.

The service transactions can be recorded against product category and product as well as for the plants. Very extensive charge matrix for the service and support activities and special pricing matrix for the spare parts can be used. Chargeable and non-chargeable activities and parts are recorded with the actual and calculated cost values.

Some of the benefits this module will provide your organisation are:

• Log Customer Service requests (CSR)

• Personalised service with the use of PIN for service calls.

• Monitor existing open logs at the time of accepting new ones.

• Scheduled service activities prepared for set maintenance items or preventative maintenance.

• Service activities as contractor for equipment suppliers for their customers and equipments.

• Knowledge base to record the problem resolutions at major and minor problems level as well as the Plant Model, Plant and Fault levels.

• Assign Plants, Product Category or Product to service calls, which automatically build up a history database against the serviced item.

• Record time and cost of the resolutions and service activities

• Schedule customer service calls for internal and field service staff with integration to the activity transaction module.

• Automatic escalation of service calls if not actioned within the set time.

• Multiple transactions assigned against a single log and individual transactions with different executives and different plant items.

• Maintain multiple service activities per service transaction, which can be assigned to various executives.

• Assign service calls to contracts and automatically deduct time and cost from contracts.

• Print letters and documents

• Update Host accounting systems Invoicing, Debtor, Inventory and Payroll systems (Host Integration).

• Maintain subcontractor invoices for the external maintenance works.

• Maintain contact details from within the service desk.

• Drill down into the plant module, contract module, or the product module for enquiry or maintenance purposes from within the Service module.

• Manage spare parts for service work carried out for the service log.

• Manage supplier parts (return authorisation) as part of the service parts module to track the movement of product to and from supplier for repair or replacement.

• Attach unlimited data to each log record in the form of static, transactional, audio, video and graphics.