An efficient service is the company’s business card

Service management of Microsoft Dynamics 365 Business Central

Hello! See how Microsoft Dynamics 365 Business Central has increased the quality of service.

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What benefits will automatization of service management bring?

Processing time keeps getting longer and your customers are complaining about the quality of service? Chaos has broken out in the service department? Or maybe you are missing key information on team performance and access to a shared database?

Choose Microsoft Dynamics 365 Business Central. The ERP system equipped with a service module will optimise every aspect of its functioning. It will enable you to plan your work effectively and complete service tasks in the planned time. Its role begins at the moment of receiving a service request. It will enable the rapid creation of orders and their assignment to appropriate service technicians, control the process of work, maintain communication with the customer, as well as automatic invoicing. It will work for your business regardless of the sector or size of the team.

By implementing such a solution, you can expect:

  • a structured way of handling requests;
  • shorter handling time of service requests;
  • improved communication with customers;
  • increased customer satisfaction;
  • image improvement of your company;
  • control over costs and profitability of service contractors;
  • increased employee productivity;
  • improved internal communication;
  • easy generation of invoices based on acceptance orders;
  • increased profits.

Efficient management of service requests

You understand perfectly that service requests come in many more than just one type. These include fault repair orders, but also among others complaints, inspections or installations. Currently, your employees must categorise them appropriately, then assign them to the right person and schedule them. In the future, specialised software can do this for them.

With an ERP system, you will handle many kinds of processes, which you label with different attributes or numbering. Microsoft Dynamics 365 Business Central allows you to automatically identify defect and designate replacement items based on predefined criteria.

Work orders will be generated automatically. You will gain the ability to monitor the quality and timing of your requests. In turn, thanks to the shared database, you will improve communication within the team and streamline the work of other departments.

Order calendar and convenient coordination of service technicians’ work

Microsoft Dynamics 365 Business Central will allow you to manage your service from one place, without the need to generate paper documents. You only need access to the Internet to access this powerful knowledge base.

This is a huge convenience for managers, technicians and other service team members. Thanks to the ERP software, they gain access to shared calendars that allow them to check the workload of a particular employee or find a service technician who has the time to deal with a particular request.

This makes it trivial to verify orders currently in progress and the stage of work, and delegating tasks? It has never been easier.

Professional image of the company

Do you provide extensive maintenance services? Then you surely realise that this is a sensitive area on which your company’s image and customer satisfaction rely on.

Traditional paper-based workflow and classic records of service and warranty contracts make service delivery times drastically long. Deprived of the current information on the status of the order customers quickly become impatient and complaints increase.

The solution is an ERP system that will bring together all the data conveniently and automatize some of the processes. What’s more, it will automatically generate notifications to customers and allow you to manage service prices and contracts.

Investing in a service software programme therefore allows you to carry out tasks efficiently for your employees, but above all to offer the level of service your customers expect. This increased satisfaction on both sides and, consequently, improves the image and revenue of your company.

Perfect call handling means fewer dissatisfied customers

Microsoft Dynamics 365 Business Central (formerly Microsoft Dynamics NAV) enables full control of order handling, cost monitoring and profitability control of service contracts. It significantly reduces the time it takes to complete a service, allow its status to be tracked and generates electronic notifications to customers.

All this significantly reduces the number of complaints and grievances, thus dissatisfied customers. Check out what our client says about the implementation of this solution!

“In the case of my company, the implementation of ERP 365 Business Central was a profitable investment in its image.

Thanks to Microsoft Dynamics 365 Business Central, the service I manager has benefited significantly. The main gains are:

  • automatic invoicing of service contractors and orders;
  • automatic generation of planned orders for service contracts;
  • automatic generation of notifications on the status of service order completion;
  • electronic document circulation, streamlining the workflow;
  • complete and always up-to-date records of objects covered by the service;
  • management of service prices;
  • management and recording of service and guarantee contracts;
  • service contract quotation function – a service contract can be automatically generated from the quotation.

The specific requirements for implementation arose from the specific nature of IBCS’s business, which also offers warranty and post-warranty service for the solutions it provides. This necessitated the introduction of quite significant extensions to both the purchaser and inventory files. Among other things, concession handling was introduced, which was based on the stock variants function available in Business Central.”

We can develop similar solutions for your business!

The specific implementation requirements resulted from the specifics of IBCS, which also offers warranty and post-warranty service for the solutions it provides. This forced the introduction of quite significant extensions both in the files of buyers and in the inventory files. Among other things, concession handling was introduced, which was based on the stock variants functionality available in NAV.

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Join companies that have changed their business for good

A modern service only with
an ERP system

The service functions in Microsoft Dynamics 365 Business Central (previously Microsoft Dynamics NAV) enable efficient management of all service items. In particular, with serial numbers, barcodes, batch number, in terms of details and terms of warranty contracts, prices and criteria for identifying and qualifying defects, as well as available replacement items.

All this is available in one place, without the need to create inconvenient paper documentation.

Discover new possibilities with Microsoft Dynamics 365 Business Central

Service management

Management of items covered by service 

A separate Microsoft Dynamics 365 Business Central module to support the service department allows for the creation of detailed records of items and products subject to service, including information such as serial numbers, details of contracts and warranty, as well as information on service prices, spare parts and replacement items.

Service price management 

  • The possibility of assigning and tracking applied services prices.
  • Setting of groups of prices that can be assigned to an item or a group of service items included in a service order or linked to a specific type of malfunction. 
  • Prices can be valid for a selected period, in a selected currency or for a specific purchaser. 
  • Definable price calculation templates to correct (update) established service prices. 
  • Possibility of automatic assignment of an appropriate price structure based on an associated service price group (at the time of creatin a service order). 
  • Reports on service profitability in relation to price groups allowing the analysis of used price groups and elimination of those that are not profitable. 

Management of service contracts 

The system can be used to create, manage and record service contracts. Service contract management also enables the recording of and access to the history of individual contracts, including data on service objects, used parts and man-hours. 

Service contract quotation 

Once an offer of a service contract has been created, it can be transformed directly into a service contract with data accepted by the customer. 

Definition of criteria for identification and qualification of defects 

The module gives the possibility to create full documentation, which helps to provide service, including criteria for identification and qualification of defects, as well as service procedures assigned to specific classes of problems. 

Records of service orders 

Thanks to a full register of service orders, it is possible to analyze the efficiency of activities, service costs, as well as to estimate the profitability of contracts and service offers. 

Allocation of resources to service tasks 

The resource allocation function gives you the ability to assign employees to service tasks and to reserve materials (e.g. spare parts or spare items) necessary for the execution of a service contract. 

Spare parts demand control 

By recording and analysing the demand for spare parts, it is possible to precisely plan production activities or purchases. 

Management of service orders 

  • Ability to automatically generate service orders according to the conditions entered in the service contract. Generation of orders for multiple contracts at the same time. 
  • Registration of one-off service orders. 
  • Registration and access to a complete history of service orders, which is created in the service order log. 
  • Recording of replacement items held, as well as booking of service. 

Control of order handling 

The task planning tool allows detailed registration of the execution of planned activities, working time, consumed resources and thus also tracking of service completion status, the planning and settlement of order costs or the control of service contract profitability. 

Invoicing of service contracts and orders 

Documents for service contracts and orders can be linked to the general ledger and a full range of accounting and invoicing operations can be performed on them. It is possible to automatically generate service invoices according to the terms and conditions specified in the service contract. 

Handling notifications 

The system can also generate automatic notifications about the status of the execution of the service. 

See a video demonstrating the module’s capabilities

The Service module in Microsoft Dynamics 365 Business Central is based on management tools to support service delivery to ensure customer satisfaction. With the features available, the user can quickly access a buyer’s service history, forecast buyer needs and manage real-time data associated with orders.

The Service module, accessible from the Departments menu, includes the following application sections: Contract Management, Task Planning and Allocation as well as Order Processing.

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