Optimal Customer ServiceMaintenance and Repair with the Service Module of MARIProject

The ChallengeAccording to current studies, the customer service in profes-sional services companies and industry turns out as one of the most decisive factors for success. On the one hand, professional services ensure long-term economic success. On the other, the gap to development and production closes because the knowledge of maintenance and repair supply important information to improve the quality of the product.

However, customer service is very time-consuming and requires a lot of staff and is therefore connected with high financial expenses.

The challenge is to optimize the processes in customer service so that with optimal service the costs remain within budget and the experiences gained from mainte-nance and repair are returned to the development.

The SolutionThis is exactly where the service module of MARIProject comes in.

The service module addresses to service providers in the field of engineering, construction & operations and manu-facturing companies with their own customer service.

It supports the service management in the planning, bill-ing and evaluation of service tasks. And with the service module of MARIProject, the service technician on site has available online all data for the processing and documen-tation of the task.

Service Processing:Simply perfectThe service technician can handle the service process completely online and has all data available: addresses, directions, contact persons, spare parts, items and their availability in the warehouse etc. He documents online the activities, the processing time, the used items and finally asks the customer for his signature to confirm the successful completion.

The employee of the service department has all the information about the service tasks online available.

The customer information include also a map that displays the service technician the address of the next place of service.

The Service Object tab shows the spare parts planned for the task.

Times for planned tasks are recorded online and is part of the log which is signed by the customer.

The service module allows you to manage and assign travel expenses flexibly, i.e. at cost or lump sum.

In the log the customer sees all costs incurred (items, hours, travel expenses) and confirms the successful completion of the task with his signature.

The service module of MARIProject supports full service management: from the description of the customer service object, the planning of maintenance contracts and spontane-ous repair orders, item and inventory management, vehicle as warehouse, views of all service tasks with due date, main-tenance checklists up to the billing and evaluation of service tasks.

Master Data ManagementManagement of branch offices, service staff, service • vehicles

Customer Data ManagementAddresses/communication data/contact person • of branch offices and headquarterDifferent contract types (fixed price contract including/• excluding items, travel expenses, contract at cost etc.)Customer service objects; freely definable with location, • related items, software versions etc.

Order Planning/ManagementEntry of repair orders (service ticket)• Capacity display for service staff• Contracts with flexible billing types (maintenance at • fixed price/at cost, with/without travel expenses, spare parts etc.) Setup of service plans with maintenance intervals• Flexible checklists for typical maintenance & repair tasks• Overview of all service tasks, filterable by different • criteria (sales quotation status, billed etc.)

The service manager schedules dates for the service tasks with items, services and, if necessary, associated checklists.

Many service task reports are included. for example the comparison of incurred costs and revenues per maintenance order and period.

Complete Service Management: From Planning to Evaluation

Item/Inventory ManagementManagement of items with different warehouses•

Procurement management•

Sale of spare parts without services•

Management of spare parts• Inventory transactions from the warehouse to the • service vehicle

BillingFlexible, automated billing in accordance with contract• Dunning•

ReportsMany reports are included, filterable by customer, item, • travel expenses, working hours, period, comparisons, costs, revenues etc.

Flexible dashboards based on repair frequency of specific • items, plants etc.

BenefitsThe service module of MARIProject is integrated with SAP Business One. This means you get a complete solution with all the necessary functions. Data is recorded in one system only and is available at any time: to the service technicians in the dashboard, to the accounting department for billing and to the service manager for the evaluation.

Because the solution is available online, even the customer is able to capture himself repair orders irrespective of location and time and to track the processing progress.

A separate service plan with spare parts, current status, due date and history exists for each customer service object.

MARIProject is the project management solution for SAP Business One. The integration of project management func-tions in the ERP solution enables economic projects from the outset: flexible calculation based on existing prices for items and services, flexibly definable pricing requirements, support in purchasing, comfortable project planning, integrated time and travel expenses recording, automated project billing and over 250 reports for the project controlling.

MARIProject enables systematic project management and real time analysis of your projects.

In addition to the Support Desk for the processing of soft-ware tickets, the service module with the comprehensive possibilities of maintenance and repair completes the solu-tion. This makes MARIProject even more valuable for the use in professional services companies and in the engineering, construction and operations industry.

For more than 25 years, MARINGO Computers GmbH has been specializing in the consulting, implementation and development of business management solutions for small and midsize businesses.

Since 2003 MARINGO has been SAP Business One partner. We assist businesses with the implementation of SAP Busi-ness One and provide an all-in service: installation, customi-zation, training, support and maintenance related to the ERP solution.

To support our clients in North America, we founded a branch office in New York in 2006.

Our team of permanent employees consisting of experienced software engineers and consultants guarantees continu-ous advice and support of our clients. Our success is mainly based on our ability to react quickly and flexible to individual customer needs and reliably implement the requirements.

MARINGO Computers Inc. 80 Pine Street, Floor 24 New York, NY 10005 USA

Phone +1 (212) 752 3552 Fax +1 (212) 974 8867 info@maringo-usa.com www.maringo-usa.com

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