Infor Service Management (ISM)
Infor Service Management is the next generation of service management applications. Through this updated release, third-party financial, manufacturing, and distribution enterprise resource planning (ERP) applications that require advanced service functionality can use Infor ION technology to provide service performance management. This, in turn, helps organizations drive revenue and more proactively provide aftermarket services. In addition, Infor ION technology helps improve workflow management between software applications and the activities of employers, customers and suppliers, ensuring more consistency across the business with real-time data.
“Infor Service Management is a powerful tool that allows us to integrate our data and processes into one seamless operation. We’ve increased our productivity 100%.”
-Raymond Klouda, President, Elite Electronic Engineering Inc.
The Power of Service Management
Infor Service Management is the deepest, most industry specific service management solution on the market today. It helps service-centered industries deliver better equipment service, resolve problems faster, and manage the entire service process more efficiently.
Infor Service Management helps you with
The Infor Service Management advantage
Infor Service Management customers gain speed, breadth, and quality of service, as well as the ability to:
- Resist attacks by competitors by developing a highly responsive, information-driven service organization that leads to trusting, long term customer relationships.
- Fine-tune information systems on the fly to solve day-to-day business challenges quickly and efficiently.
- Rapidly adjust schedules as new orders arrive, to deliver services on time, without interruption.
Infor Service Management provides highly focused capabilities that help companies compete effectively in selected industries, including:
Easily analyze data down to the detail level, thanks to integrated real-time data, total visibility, and accurate tracking. Flexible reporting aids in decision making and planning, and provides engineering with valuable information needed to adapt product or part designs.
Schedule preventive maintenance for income generating assets to prevent unexpected downtimes, extend the lifecycle of equipment, and maximize warranty cost savings.
Track and manage service level agreements with maximum efficiency. Visibility into contract details, unit, and service history improves decision making and creates opportunities to up sell or extend service agreements.
Track and manage work orders for faster completion of service requests, more accurate billing, and greater customer satisfaction.
Efficiently track the specifics of every customer’s ongoing requirements so that you always deliver
top-quality service profitably. Ensure that you’re currently satisfying service level agreements
and can continue to do so in the future.
“The only way you can deliver exceptional after-sales service and continuous customer care is by knowing your customers’ equipment better than they do. And a fully connected, intelligent technology system is paramount in making the most of service opportunities.“
-Matt Baginski, Vice President, Equipment, Infor.
Customer Success with Infor Service Management
Calculate ROI on Service Management Software
Enable customer service personnel to answer questions quickly, screen service requests and route requests appropriately
Speed resolution and improve first-time-fix rates by ensuring the technician with the appropriate skill-set is dispatched, based on priority and proximity, with the necessary tools, parts and information to resolve the issue
Speed resolution and improve first-time-fix rates by ensuring the technician with the appropriate skill-set is dispatched, based on priority and proximity, with the necessary tools, parts and information to resolve the issue
Comply with Service Level Agreements (SLA), manage warranties, document resolutions, unit and configuration changes, update inventories and track use of resources to a common database
Thorough tracking of expenses incurred in completion of service and maintenance for timely and accurate billing
Strategic analysis of profitability of accounts and service for workforce optimization, and identifying growth opportunities and effective forecasting
Easily analyze profitability of equipment by model, item, and serial number; comparing rental revenue collected in comparison to original plus maintenance and repair costs
Improve rental inventory visibility having access to equipment status at all times; whether out on rent, on reservation, available for rent, or off-line being serviced
Boost revenue by empowering sale personnel and rental clerks with relevant up-sell items
Streamline contract rental agreement creation leveraging highly configurable rental rates and billing terms
Prepare for seasonal spikes through standard tools that monitor equipment rental trends
Utilize book value and a simple disposition process to facilitate the sale of used equipment
Rental Management Features:
✓ Easy Contract Creation ✓ Multiples of the same item on One Contract
✓ Quick and Robust Search Functions ✓ Waivers and Surcharges
✓ Contract Quoting and Template Support ✓ Serialized and Meter Usage Tracking
✓ Soft Reservation Capability ✓ Scheduled PMs for Long Term Rentals
✓ Partial Return Tracking ✓ Rental Inventory Management
✓ Contract Cloning ✓ Rental Asset Depreciation
✓ Item and Quantity Availability Checks & Warning ✓ Up-sell / Quick Sales Order Creation
✓ Highly Configurable Rental Rates ✓ Cost Tracking of Rental Return Cleaning & Repairs
✓ Credit Card or On Account Payment Options ✓ Built-in Reporting and KPIs
✓ Periodic / Recurring Billing (Multiple Frequencies)
