Field Service Engineering and Customer Services

This module copes with Customer Service issues, which may or may not have anything to do with repairs. In the latter case, this tends to be field engineering services, rather than workshop activity.

The workflow for Customer Service is based around such Jobs, controlled by a team of co-ordinators back at base. As with all Customer Service activities communication is the key to success and all events associated with the job can be recorded.

Designed to work with hundreds of field service engineers who may be located across the country, the system is capable of finding the nearest engineer to a client, who has the relevant skill sets. Such engineers may be either employed technicians (see workshop), or third party suppliers. In the latter case the powerful Supplier Extranet allows these engineers to update the work performed on any Customer Service Job and to record the use of their own parts and labour. A self-billing invoice can then be generated.