Service Manager

Service Manager

Service Manager provides you with an effective means to plan, control, organize, operate, and manage the products and services that your business has to offer.

Major functional areas in Service Manager include...

Customer Profile

If you are involved in an industry such as contracting, job cost management, maintenance, equipment servicing, office automation, telecommunications, Rental of equipments or any other service industry then your business can be one of the many to benefit from deploying a Service Manager solution.

If you are a large business with multiple locations in a global market place, require multi currency and branch accounting, tax support and the ability to add unlimited employees, Service Manger can meet your requirements.

If your business is medium-sized, with the need for feature-rich sophistication, ease of use, and technologically advanced solutions including mobile and internet applications, Service Manager can meet your requirements.

Consider these benefits:

  • The ability to control your entire business from a single point within an integrated accounting solution.
  • Critical analytical business information is readily available to you at all times.
  • Save time and money by effectively managing your labor scheduling, stock availability, job profit ability, RMAs, site equipment records, and most importantly manage your relationship with your customers.
  • You can create Service Level Agreement s, Warranty Agreements, and Meter Agreements to monitor and support your customers.
  • You can use the fault analysis tools to provide a quick and easy method to diagnose symptoms and ascertain appropriate solutions each time a fault is reported or a question is asked.
  • Real-time up dates of jobs from the field using devices such as smart telephones, PDAs, tablets or notebooks.
  • Better management, better control, information... Better profit ability and service!


  • The Job System is the core component of Service Manager.
  • Create templates, quotations, jobs and projects. These can contain multi-level work structures with phases and sub phases. There is no limit to how many of these can be setup, and all information is summarized at each level in the structure providing profit analysis, so that a snap shot of the job and it's profitability can be viewed real-time on screen.
  • A simple to use Copy function allows you to quickly create new jobs from quotes, copy templates to jobs, or even copy existing jobs to other jobs. If copying a quote to a job, the quote can be set as the budget for the job it is being copied to.
  • Specify Job Types, Statuses, Priorities, or Descriptions. These can all be tailored to your requirements. Customize your numbering system for documents such as projects, jobs, quotes, sales orders, and templates.
  • Transactions that can be processed include:
    • Labor allocation
    • Inventory issues, receipts
    • Purchase requisitions and orders
    • Equipment
    • Sub-contractors
    • Standard charges
    • Burden and overhead
    • Invoices, credit notes, cost only entries
  • Multiple invoices can be processed on a job. You may preview invoices before posting. Receipted Purchase Orders can be auto supplied to a job at receipted cost allowing you to maintain special buy prices.
  • Create Maintenance Jobs (standard, conditional and recurring). Apply schedules such as daily, monthly, quarterly, half-yearly or yearly. You can even specify a particular day of the week or create your own complex scheduling formula.
  • Charge rates include base, employee, model and site specific rates (revenue and cost). You can even specify price lists or special discount levels.
  • A Multi-Post function allows you to filter, select and batch-post large volumes of invoices. These may be edited prior to posting and emailed, faxed or printed.
  • Notations are time stamped, and can include file attachments such as graphics, documents, drawings, contracts, email and web-links. Notations also include a follow-up flag for something needing attention. On a given date and time, this follow-up will raise it self as an alert through the system monitor function, or via an email to the responsible person. Notations can also contain predefined checklist s and these can be re-used as templates.
  • Check customer account status. Quickly create a new customer or edit an existing customers detail as required. Associate multiple sites (geographic locations) to the same accounts receivable customer code. This allows billing to be directed to a parent company or head office.

All financial information is maintained with the job and this includes estimate, actual and variance for costs, revenue and quantities.

Maintain and track work-in-progress (includes many recognition options for accurate timing of revenue and cost recognition). Identify percent age complete, and determine out standing revenue/costs.


  • As one of the most important resources of your business, it is vital that your employees are effectively utilized, tracked and managed.
  • Service Manager not only records static information such as name and contact details but also information such as skill-set s, custom fields, commission rates, workgroup allocations, and G/L segment overrides where applicable.
  • Track resource utilization, profit ability, non-billable time, and unallocated time.
  • Specify Job Types, Statuses, Priorities, or Descriptions. These can all be tailored to your requirements. Customize your numbering system for documents such as projects, jobs, quotes, sales orders, and templates.
  • A visual labor and job planner allows you to view workloads, plan ahead, allocate resources, manage conflict s, check maintenance resource requirements, and reschedule employees / jobs. Drag and drop tools allow for easy on-screen editing.
  • Management tools allow you to find employees for a specified time, with a desired skill-set and in a particular area to locate and book the appropriate person for the job.
  • Employee history is maintained for statistical analysis of profit ability, productivity and performance.
  • A number of different mechanisms are provided for the processing of time against employees.
  • A Time Recorder can be used in-house or in the field to record actual times, these can be compared to estimates and variance report s can be printed for review. Alternatively, simply enter labor charges direct to the job.
  • A spreadsheet style time entry grid allows each employee to process their own time sheets. Time Entries can be verified by a manager and approved before being retrieved into a job for billing. This process can also be performed in batch across multiple employees and jobs.
  • Import facilities are available to allow you to import time entries from other time-capturing systems.


  • Equipment are assets that your company services and maintains. These can be your own internal equipment or customer owned equipment.
  • Equipment is created from a Model. Models define default Equipment settings:
    • Warranty start and end dates
    • Response priority
    • Maintenance requirements
    • Unlimited default Custom Fields
    • Components *
    • Accessories
    • *Components are defined as pieces of equipment and can have their own serial numbers, warranty, and response priorities.
  • Each piece of equipment is recorded as a unique item with it s own serial number. Indexed search tools allow you to quickly create new jobs or find existing equipment by serial number.
  • All service dates, including installed, last serviced, next service, logged, and fault registrations are stored with each equipment.
  • A comprehensive history is maintained for all equipment. This contains all faults, items supplied, labor charges, agreement cover details, notations, warranty claims / return authorizations, all in a complete chronological audit trail of activity.
  • Ascertain life-cycle financial profitability for equipment with full statistical analysis
  • Each Equipment can have its own status.
  • Equipment may be transferred to another customer or location.
  • Equipment history details are maintained during transfer.
  • Maintenance schedules can be created to manage the service cycles of equipment. Equipment can be assigned to multiple maintenance schedules. Templates can be defined for easy creation of maintenance jobs and recurring billing. Maintenance schedule timing can be based on many criteria. These include dates, meter readings, or specific conditions such as time since last service or every 'n' months...
  • Meters can be attached to equipment.
    • Meter readings can be based on usage such as distance traveled, hours worked, tons moved, copies made, etc...
    • Each meter will track the last and current readings together with the usage. These can be used for contract billing and planned maintenance.
    • Meter processing tools are available for bulk-processing of meter readings.
    • Online meter readings allow your employees and customers to update readings over the internet.


  • Service Manager caters for various service agreement types including site service level agreements, meter and warranty agreements.
  • A customer can have many agreements. An agreement can cover many sites, each site can have multiple equipment, and an agreement can cover the entire site or specific equipment.
  • Agreement s take full advantage of the functionality offered by the job system and equipment can be billed separately on an agreement to track life-profitability.
  • You can specify whether to cover standard, labor, contract services or parts from inventory. Define the level of cover on a scale of 0% to 100% so that when a service or item is added to a job it is automatically charged, or covered under the agreement contract. You can set the contract to no cover for situations such as abuse at any time.
  • Define response prioritization to ensure rapid and timely response for customers that require critical support.
  • You can track the agreement status as being active, suspended or expired as well as specifying the commencement date, the period of cover, and a review date.
  • View and analyze agreement revenue, costs and profitability at any time. A warning facility exists to notify you when costs exceed a defined percentage of the revenue billed to date on the agreement.
  • The notations and user defined custom field functions are featured in agreements.
  • User-definable usage agreements are also available. Examples of these types of contracts include tracking a specified block of labor time, or the number of incidents allowed.
  • Fully automated recurring billing functions include user-definable frequencies. Agreement billing can be automatically escalated on renewal.
  • Automatic standing journals can be created to amortize agreement revenue to the G/L.
  • Meter agreements can be setup to cover equipment and to bill contract s based on usage. These can be applied to motor vehicles, office equipment, heavy machinery, pumps, aircraft, electricity meters, water meters and other types of equipment. Special formulae can be created for billing purposes.
  • Warranty Agreements can be created to allow you to recoup fees for all work performed under warranty where you act as agent for a vendor or manufacturers equipment.
  • Billing can be accumulated to the end of the month so that one claim for all work performed during that month can be submitted. Claim information can be transferred online or exported as required to vendor/manufacturer specification.

Return Authorizations

  • Return Authorizations (RA) are managed by the system for both returns by customers as well as to suppliers.
  • RAs can be created for existing serialized equipment, miscellaneous equipment or inventory items. New equipment can be quickly created on the fly during the receipting process.
  • Each RA can have multiple equipment.
  • Equipment information on an RA includes warranty details, notations, accessories returned, fault registrations, shipment tracking and history.
  • Equipment on an RA can be received or dispatched back on multiple shipment documents and the tracking process allows for expected, received and returned steps for both the customer and vendor side of the transaction.
  • Email or fax RA documents to customers or suppliers or log and check an RA online via the internet.
  • RA statuses are automatically updated by the system during the RA cycle. There is a master RA status as well as individual equipment line status.
  • RAs can be processed either on a job or stand-alone without using the job system, which allows for demarcation of responsibilities.
  • Items can be returned to inventory, and loans or exchange/rotation equipment can be tracked.


  • Accumulating information about fault s and providing easy access to that information allows you to simply, quickly and profitably deal with service requests.
  • Service Manager's Fault Analyzer allows you to diagnose and resolve problems, and record information in a knowledge base for future reference. The analyzer consists of three components: symptoms, faults and solutions. Create new symptoms, fault s or solutions as required or import them from a manufacturer database.
  • Each fault is linked to a model, and the search engine provides a powerful mechanism to locate relevant information from data accumulated from job activity or manual input.
  • Take a support call. Type in a symptom and locate the possible cause of the problem and how to resolve it.
  • Alternatively an engineer/technician maybe working on equipment either in-house or in the field and refer to the Fault Analyzer for the relevant solution.
  • Solutions can be linked to reference information such as web sites, documents or manuals.
  • Preassign templates to solutions to automatically load relevant labor services or parts required to fix the problem when that solution is selected.
  • For each solution, specify degrees of difficulty, custom fields, and employee skill sets required to implement that solution.

Query Tools

  • Empower your organization with tools to easily search for and report on history and activity for customers and their equipment.
  • Review and modify historic jobs. Use the Query program to find the jobs scheduled for today, those for a particular employee, by status, by job type, unassigned jobs, late jobs and much more.... Save and reuse these queries, or return them to the job system or job scheduler to be actioned or followed up.
  • Comprehensive financial statistics allow you to analyze trends within your business. Trend analysis in Service Manager can highlight the need to:
    • Re-distribute employee or equipment resources
    • Identify hot spot (profit/loss) areas
    • Determine how successful an advertising campaign has been
    • Focus on particular international markets
    • Focus on certain industries or sectors
    • Focus on certain zones
    • Recognize your top earning 20% of customers....
  • Print job cards, equipment labels, picking slips, invoices, credit notes, quotations, and contracts. These forms can be customized to suit stationery requirements and company methodology.
  • There are over 100 reports and forms to choose from which are constantly being added to. Industry standard reporting tools such as Crystal Reports may be used to create new reports and edit existing reports and forms.

Online Solutions

  • Allow your employees to stay in touch and transact live from the field, using mobile devices such as smart telephones, PDA's, or portable notebook computers.
  • Some of the online live services available include:
    • Adding services or items to jobs/li>
    • Adding notations to jobs
    • Changing job status
    • Changing job priority or advising response time
    • Invoicing the job
    • Quoting
    • Checking the Fault Analyzer for symptoms, faults or solutions
    • Looking up customer history or credit status
    • Looking up equipment history
    • Checking equipment custom fields
    • Revising equipment serial numbers
    • Checking work schedules and task lists
    • Listing your jobs for today
    • Checking agreement information
    • Taking meter readings and updating equipment records...
  • Integration to Sage Accpac CRM is seamless. Your support and sales staff can view Service Manager information directly from within the CRM module. Check equipment or site history , update job status or priority , check profit ability and more....
  • Service Manager's online solutions utilize the Microsoft .NET development technology. A TCP/IP connection is required. Services such as GPRS, CDMA, 802.1 1B, and other mediums are supported. Login over the internet, your intranet, or in the field with your handheld port able devices.
  • Operating systems such as Windows XP , Windows CE, Windows PC 2003 and Symbian are supported. Most mainstream devices running these operating systems are compatible.
  • Multiple encryption protocols can be implemented to suite your needs and protect your data.
  • Add new online employees as demand requires.
  • Service Manager is fully scalable ensuring your business growth is not compromised.
  • Microsoft IIS with .NET Framework required.
  • Allow your customers to request service online, check an existing job status, equipment status, agreement history or simply update cont act information.