An efficient service is the company’s business card

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

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Professional image of the company

I provide my clients with extensive maintenance services, so I realize that it is a critical place on which the company’s image and customer satisfaction depend. The traditional paper flow of documents and the classic record of service and warranty contracts made the time of service implementation drastically long and customers deprived of current information about the status of the order quickly became impatient. Therefore, complaints and complaints multiplied.

Exemplary service means fewer dissatisfied customers

The Microsoft Dynamics 365 Business Central system (previously Microsoft Dynamics NAV) allows me to fully control the service of the order, monitor costs and control the profitability of service contracts. The service time will be significantly shortened, it i salso possible to track its status, as well as generate electronic notifications for customers. As a result, the number of complaints and hence – dissatisfied customers has significantly decreased.

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

Thanks to the Microsoft Dynamics 365 Business Central system, the website I manage has gained significantly. The main benefits are:

  • automatic invoicing of contracts and service orders;
  • automatic generation of planned orders for service contracts;
  • automatic generation of notifications about the status of the service order;
  • electronic document flow;
  • complete and always up-to-date record of items covered by the service;
  • price management for maintenance services;
  • management of service and warranty contarcts and their recording;
  • functionality of offering service contracts – a service contract can be automatically generated  from the offer.

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. Was introduced, inter alia, concession service, which was based on the functionality of inventory variants 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 the Microsoft Dynamics 365 Business Central (previously Microsoft Dynamics NAV) allow for effective management of all items covered by the service. In particular by means of serial numbers, barcodes, batch numbers, in terms of details and conditions of warranty contracts, prices and criteria for identyfying and qualifying faults as well as avialable replacement items.

Everyting is available in one place and without the need to create inconvenient paper documentation.

Discover new possibilities with Microsoft Dynamics 365 Business Central.

Service management

Manage serviced items 

A separate microsoft dynamics 365 Business Central module, supporting the Service department, allows you to create a detailed inventory of items and products subject to service, including information such as serial numbers, data about the components of a given service item, details of contracts and warranty terms, as well as service prices, spare parts and replacement items.

Service price management 

  • The ability to assign and track the applicable service prices.
  • Set up price groups that we can assign to an item or group of service items that are part of a service order or that are related to a specific type of fault. 
  • Prices can be valid for the selected period, in the selected currency, or for a specific customer. 
  • Definable pricing templates to adjust (update) fixed service prices. 
  • The ability to automatically assign the appropriate price structure based on the related service price group (already at the time of creating the service order). 
  • Service profitability reports against price groups to analyze applied price groups and eliminate non-profitable price groups. 

Manage service agreements 

You can use the system to create, manage, and check in service agreements. Service contract management also allows you to record and access the history of individual contracts, including service items, parts used and man-hours. 

Offer service agreements 

After creating a service contract offer, it can be converted directly into a service contracts containing data acceppted by the customer.  

Define criteria for identifying and qualifying faults 

The module gives you the opportunity to create complete documentation to assist in the provisione of service services, including criteria for identifying and qualifying faults, as well as service procedures assigned to specific problem classes.  

Service order records 

Thanks to the full register of service orders, it is possible to analyze the effectiveness of activities, service costs, as well as estimate the cost-effectiveness of contracts and service offers. 

Allocation of resources to support service tasks 

The resource allocation function gives you the opportunity to assign employees to service tasks and book materials (e.g. spare parts or spare items) necessary for the performance of the service contract. 

Control of spare parts demand 

Thanks to the recording and analysis of spare parts requirements, it is possible to plan production avtivities or purchases precisely.  

Manage service orders 

  • The ability to automatically generate service orders according to the conditions entered in the service contract. Generate orders for multiple contracts at the same time. 
  • Registration of one-time service orders. 
  • Record and access the complete service order history that is created in the service order log. 
  • Records of the replacement items held, as well as reservation for the service. 

Order handling control (workflow) 

The task scheduling tool allows you to record in detail the execution of scheduled activities, working time, consumed resources, as well as tracking the status of service fulfillment, planning and settlement of order costs, or checking the profitability of service contracts. 

Invoicing contracts and service orders 

You can link contract and service order documents to a general ledger and perform a full range of posting and invoicing operations on them. You can automatically generate service invoices according to the conditions specified in the service contract. 

Support for notifications 

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

See the video presenting the module’s capabilities

The Service module in Microsoft Dynamics 365 Business Central is based on management tools supporting the implementation of maintenance services in order to ensure customer satisfaction. Thanks to the available functions, the user can quickly access the history of the buyer’s website, forecast buyers’ needs and manage data related to orders in real time.

The Service module, available from the Departments menu, includes the following application areas: Contract Management, Task Planning and Allocation, and Order Processing.

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