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EpicorServiceManagementInspiring better customer service with theright technology.

Epicor Service ManagementService ManagementEpicor Service Management optimizes customer service with timely response to customer requests and puts knowledge in thehands of customer service personnel. Epicor understands that customers want rapid response service. From initial contact with thecustomer regarding an incident, to in the field operations, to processing returns quickly and efficiently, Epicor Service Managementprovides the visibility and accountability your business needs.XXField ServiceXXReturned Material AuthorizationXXContract ManagementXXMobile Field ServiceXXMaintenance Management2

Epicor Service ManagementContract ManagementService-Level AgreementsEpicor Contract Management used in conjunction withbilling options.Generate service-level agreements with automaticEpicor Field Service ensures the timely and accurateexecution of service contracts. Additionally, this solutionholds the historical activities against the contract to better meetField Servicecustomer expectations.Epicor Field Service is designed for people who install, repair, orservice offsite or at the plant or depot. You can centralizeall processes related to the dispatching of technicians andcost reporting of service calls in the field. This applicationsupports drop shipment of service parts directly to the customersite. The application is set up for a single interface, so adispatcher can track all stages of each service call with just a fewmouse clicks.Give customers fast and effective service with access to detailedinformation about service contracts and warranties.Service ContractsEstablish service contracts for specific products, customers, andservice level agreements. Each contract has an expiration datethat is automatically tracked, reducing manual look-up whena customer calls. Tracking of serialized parts within servicecontracts is included.Centralize service call processing with the Service CallCenter Workbench.Service Call Center WorkbenchAdd or update service orders, schedule service orders, executeInventory Allocationspurchase and material planning, and warranty and serviceAllocate inventory from the field as it is needed. Demand iscontract management. The service call center workbench alsocreated and all inventory management rules are applied.allows drill-down into all associated transactions.Service Call Center WorkbenchWarrantiesAdd or update service orders, schedule service orders, executeAutomatically activate warranties, associated with a part orpurchase and material planning, and warranty and serviceproduct group upon shipment of a part. When a repair iscontract management. The service call center workbench alsoneeded, quickly determine if the problem is still covered underallows drill-down into all associated transactions.warranty or if it requires a billable service call.3

Epicor Service ManagementLabor Chargesfunctionality and full data synchronization in an easy-to-use,workflow-based mobile application for wireless mobile devices,After completion of a job, labor hours and service types aresmartphones, and tablets. This comprehensive solution enablesentered into the service call ticket. Depending on how theyou to:service call was set up, those charges may be absorbed into theservice contract or automatically invoiced to the customer.XXReceive, process, and update rosters of work ordersin the fieldMaterial ChargesXXTrack labor, inventory, materials, and equipment in aAs materials are used in the field, they can be entered into theconfigurable workflowservice ticket as incurred costs against the service call. If the costsXXIncorporate operational health and safety (OH&S),are billable, the customer is automatically invoiced.quality assurance (QA), customer approval and othercheckpoints as desired, using a simple graphicalTime and Material Billingconfiguration toolEasily access online time and material cost data and generateXXUpdate work order status in ‘real time’ from the fieldan invoice.XXOperate online or offline on a local SQLTracking Service InventoryServer databasePerform inventory mass issues to a specific job or repair toEpicor ERP has the ability to manage work order allocation andquickly relieve inventory of all parts used. If stock is allocated toscheduling. With Mobile Field Service, your resources in thethe field engineer and consumed as needed, stocking locationsfield and in Epicor ERP will collaborate more productively, becan be set up and tied to the specific engineer.more responsive to customer needs, and provide superiorlevels of service.ReturnsHandle inventory or warranty returns with asimple transaction.Cost-Of-ServiceAccess reports providing overall numbers, as well as detailedinformation on individual contracts and warranties to knowwhether you are making or losing money.Automated DispatchingAutomatically dispatch technician and field engineer resourcesbased on availability. If Advanced Planning and Scheduling isdeployed, they can be dispatched based on resource capability.You can print a dispatch report, along with individual servicetickets, to provide documentation for technicians to take toeach job site.Mobile Field ServiceMobile Field Service provides “in the field” access to enterpriseinformation for improved service.Mobile Field Service is an enterprise mobility solution for fieldservice providers incorporating comprehensive field service4

Epicor Service ManagementCase Managementendorsement of content supports the creation of knowledgeEpicor Case Management is fully integrated with Field Servicepowerful search capabilities.bases and reusable content that can be referenced easily usingfor easy access to dispatching field activities and providingIssue resolution or Frequently Asked Questions (FAQs) can befield service representatives access to online knowledgebases,linked to a specific service job, or asset or serial number for theexisting customer field service calls, warranty information,life of the object.and service contracts.Returned MaterialAuthorizationEnhanced return processing offers enterprise-wide tracking ofpending returns and disposition of these parts by unique RMAnumber. Enter information about returns, and transfer thatinformation to the different groups that may need to take action(e.g., inspection, billing and order processing). Armed with fullnotes capabilities and document management functionality,tracking the steps of a returned part for requirementscertifications is inherent in the system.Shorten service response time by collecting detailed product probleminformation and using the integrated features to initiate requests tothe appropriate resource.Contact ManagementManage and record all customer interactions for enterprise—wide visibility of customer satisfaction. Link contacts related to acase for easy review of complete case history.CommunicationManage and document communication between customerservice or field service and the customer for enterprise-widevisibility of customer case and resolution.Initiate and track RMAs for customer returns and track reasons forrejected items.TraceabilityLink documents and communication events such as e–mails toUnique RMA Numbercases and calls.Automatically generate a unique RMA number that canbe submitted to the customer for tracking parts as theySocial Serviceare received.Epicor Social Enterprise brings together contributions fromacross the organization and the value chain. This informationNon-Nettable Binscan be collected in a single location with or without theUse non-nettable bins to keep parts undergoing inspection oruser needing to interact with the ERP. Recommendation orreview out of current on-hand quantities.5

Epicor Service ManagementRMA Dispositionbeen designed to address maintenance request processing,planned preventative maintenance (according to predefinedschedules), and ad hoc break/fix maintenance processing for asingle piece of equipment.Track and cost the disposal of returned products inRMA disposition.Credit RequestFacilities and production equipment can be scheduled formaintenance based on a pre-defined service interval, based onusage, time or via manual requests. This can include internalcapital equipment, tools, gauges and fixtures, such as airconditioning units, forklifts, shelving, and shop floor tools.Once a preventative or regular maintenance work order isestablished, the maintenance planner can schedule equipmentdown time, and trades resources and materials as needed.When maintenance has been performed on equipment, thetradesperson workers can record their hours spent, any materialsused, and closing remarks as to the extent of the repair orservice. The Maintenance Management module maintains allequipment, material, and work histories as a result.Automatically generate a credit request based on disposition ofa returned product.Returning Serialized PartsTrack returned serialized parts from the moment they come intothe plant through quality disposition.NotesUse detailed notes capabilities for closely tracking activity usingdate and user ID stamping.Reason CodesEquipment MaintenanceAssign user-defined RMA reason codes for return analysis.Closely track each piece of equipment for maintenanceCost Of Returnspurposes with appropriate serial number, in service date,equipment location, warranty expiration date, and preventativeManage cost of returned products by linking to the originalmaintenance plans. Use Equipment Maintenance toorder shipped and accessing the cost of the shipment.define equipment records for use within the MaintenanceManagement module. You can establish records for each tool orQuality Assurancepiece of capital equipment you maintain and which you track forEpicor Service Management works alongside Epicor Qualitymaintenance purposes.Assurance to provide visibility within the quality assuranceinspection queue, send product to the material review boardParent Child Equipment(MRB), and link to corrective actions.Maintenance ManagementAn effective enterprise maintenance management solutionfor monitoring and managing the deployment, performance,and maintenance of company assets may be the single mostimportant tool for preventing operational surprises. EpicorMaintenance Management enables manufacturers, distributors,and services organizations to save time and money byoptimizing maintenance resources, improving equipment uptime and maintenance staff productivity.Maintenance Management provides companies with acomprehensive toolset for production and facilities equipmentmaintenance that is critical for running their business. It hasMaintenance technicians record events and resolution at thepoint of work.6