Field and Service Providers everywhere are concerned with improved scheduling and response times, controlling costs, getting paid faster and improving billing accuracy – all while ensuring a high level of customer satisfaction.
Maintenance Management for Service Providers
eMaint provides the tools required for service scheduling and dispatch, work order and ticket tracking, customer service, efficient billing, and mobile access to service information.
Service Scheduling and Dispatch
If you only had to manage a pre-determined schedule, that would be easy. But add in the emergency calls, the repair requests, and after-hour service demands, and now you need an effective work management tool.
eMaint service order software provides the tools to make sure that work is properly dispatched. Work entry screens makes it easy to record the activity, capturing the customer information, job details, and making sure the proper personnel get assigned at the right time. The eMaint Work Order center allows you to know what needs to be done, who it needs to be done for, and who’s going to do it. Work orders can easily be sorted by customer, priority, region, problem type, or other user-definable filters.
Work Tracking and Management
The service work order software makes it easy to make sure work gets assigned and that your team gets alerted via email, text message, blackberry or other mobile devices. You can also record and report on all time, material, miscellaneous expenses and purchases associated with work performed.
The planning and scheduling tools enable you to easily check availability of personnel, verify skill sets required, and schedule the work. The tool includes customizable filters to view work by customer, trade, location, problem type, or any other criteria needed to suit your business process.
Vendor Portal for Secure Access
The optional vendor portal feature makes it easy for vendors and outside contractors to acknowledge receipt of work details assigned to them, update labor, material and other costs upon completion of the work, and attach documents and images to the work order.
Each vendor is assigned a unique login that grants them access only to the information you choose to share with them in a fully customizable view.
Gain Control Over Your Process
Get rid of the white board and sticky notes and implement a system that allows for high customer satisfaction. Powerful PM scheduling tools let you provide the highest level of customer satisfaction and assure that all contracted work is performed on time.
With eMaint, you will be able to calculate response time and completion rates, track performance, and provide customers with greater visibility into your performance and response levels.
Use eMaint as a customer information portal to improve communication, response time and overall satisfaction.
Work requests are a key component to any field service operation.
Let’s face it: there shouldn’t be a “one size fits all solution” to managing work requests. Different customers may have different requirements. For some, simplicity is the key. Our “You’ve got work” feature makes submitting work requests as easy as sending an email. Others require a more robust solution.
The “My Requests” feature not only provides a customizable form for detailed entry of the request, it provides a complete service portal where customers can view their complete service history -- the status of pending, open and past work requests, all with their own secure login.
eMaint lets you print out a detailed professional looking invoice for billing purposes. Nothing slips through the cracks, you’ll have the ability to track all the charges through the work order, produce bills quickly, and provide a detailed invoice, ensuring you get paid in a timely fashion. You’ll also eliminate questions around what the bill is for.
Key Performance Metrics
Dashboards provide up to the minute information on the key performance metrics critical to your profitability:
- New service requests in last 24 hours
- Percentage of work completed last week
- Year-to-date Number of service requests open per customer
- YTD Number of service requests completed per customer
- YTD Labor hours per customer
- YTD Material costs per customer
- YTD Technician utilization per customer
- Turnaround times on work
Users of eMaint X3 experience positive results:
- 26% increase in on-time completion rate of scheduled work
- 40% improvement in work completion rates
- 65% increase in customer satisfaction due to improved communication on status of work requests