IBS introduces new integrated solution for field service management

News & Events 2004-09-14

IBS releases a Field Service Management solution, aimed at improving field service efficiency, reducing operating and inventory costs for business, and increasing revenue potential through enhanced customer satisfaction.

Stockholm, Sweden – June 21, 2004 – IBS, International Business Systems (XSSE: IBS B) launches the new modules ASW Advanced Service Management and ASW Mobile Service Management, part of the IBS field service industry solution. The software offers automated office and on-site management for field service operations and integrates them throughout a company’s business system.

Today’s competitive business world requires field service providers to automate field service processes and integrate them into the supply chain. By automating these processes, companies can achieve higher levels of customer satisfaction through accurate and fast service job fulfilment.

IT solutions must be able to support field service by taking care of the details that make up successful service job fulfilment. A solution that integrates field service into the supply chain can provide benefits that range from inventory and procurement optimisation to planning, analysis and business performance measurement that is critical for decision-making.

“With ASW Advanced Service Management and ASW Mobile Service Management, IBS extends its international field service solution that is integrated into the proven IBS supply chain management software,” says Andre Grigjanis, MD at IBS’ subsidiary in Germany. “These new modules, developed together with leaders of the industry, help field service providers to lower their costs by optimising visits through excellent visit planning, and to reduce second visits by symptom analysis and spare parts preparation, as well as many other benefits. The advantages of integrating field service into the supply chain translate directly into better customer service, increased sales and profits and an improved ROI.”

Integrating field service details into the larger picture Customers expect fast and accurate responses to their service needs. With the IBS Call Centre, service providers handle calls and create orders easily while having instant access to customer and service history. Automated back-office routines provide optimised job planning and time reporting; field engineer assignment, scheduling, and notification; spare parts supply and van inventory preparation; quotation, service order, and service object handling; service agreement maintenance; service analysis; and warranty management. Soft serial number tracking and a serial number interface streamlines the transfer and tracing of spare parts and service objects such as machines. Support for mobile field engineers includes on-site reporting and invoicing, remote access to up-to-date customer and service information, route and scheduling information, job activity accounting, and mobile pricing with discounting.

In the larger picture, companies want to reduce costs as much as possible and thereby gain maximum value from field service revenue. Long-term strategies identify inventory management as the critical area that can benefit from IT solutions that integrate field service into the supply chain. By lowering inventory costs, through automated and optimised warehousing and procurement, companies can gain higher margins in their field service operations. An integrated IT solution offers additional benefits in the form of strengthened financial control, streamlined routines in all business processes, and enhanced planning and analysis through such capabilities as measuring KPIs.

The IBS field service management solution includes:

Call Centre functionality Field engineer planning and scheduling Engineer van inventory handling Warranty and warranty card handling Serial number handling Service object information maintenance and history Customer information maintenance Workflow management On-site and back-office order entry On-site and back-office time registration On-site and back-office quotations, pricing and invoicing On-site and back-office activity reporting Mobile communications for engineers Service agreement management Service planning and analysis ASW interface via IBS Integrator Support notes replication.

For further details, please contact: Andre Grigjanis, Manager, Global Competence Centre GCC Service International Business Systems (IBS) GmbH Tel: +49 (0)40 5 14 51 - 138 andre.grigjanis@ibs-software.de

John Womack, Director of Communications, IBS AB Tel: +46 (0)8 627 24 99 Mobile: +46 (0)70 678 24 99 john.womack@ibs.net

IBS, International Business Systems, is a leading provider of business software for supply chain management, business intelligence, financial control, and demand-driven manufacturing. IBS' primary focus is mid-sized and large wholesale distributors as well as sales and manufacturing companies in international groups, especially in pharmaceuticals, electronic parts and equipment, automotive parts and supplies, machinery, industrial supplies and consumer durables.