This document contains 4 case studies that describe how SMART invoicing, automatic estimated billing, a mobile phone repair solution, and workshop scheduling software helped various clients address challenges and improve processes. SMART invoicing automates invoicing and saves man hours. Automatic estimated billing eliminates manual data entry by customers submitting their own meter readings online. The mobile phone repair solution configured SMART to track repairs from receipt to dispatch. The workshop scheduling software removed the need for a person to manually schedule repairs and allocate jobs more efficiently.

1. Challenge
CASE STUDY 3
Invoicing for repair work has always been a challenge! Customer and manufacturer invoice rules are always
complicated and time consuming not only to understand but implement. Part of the problem is collecting
all of the relevant information, parts used, labour time, in or out of warranty and so on. Several of our clients
have spent many man days each month collecting information for their invoicing process.
Solution
SMART invoicing is a SMART module and takes a lot of the hard work out of invoicing. The initial setup is the
complicated part, a SMART consultant will work closely with you, if required, to understand the requirement
and rules for invoicing. All the invoicing rules are set into a configurable table and become available to users
thus making the task of creating an invoice a mouse click away.
ROI
SMART invoicing has been shown to save many man hours per month in invoicing data preparation
and creation.
Challenge
CASE STUDY 4
A long term problem for some industries has been Automatic Estimated Billing.
Originally information was recorded manually, then typed in to spreadsheets, then downloaded/emailed and
concatenated with other spreadsheets for manually calculating the trend for estimated billing. This would
originally have been reliant on customers sending information, so part of the time taken would be calling Smart solutions
people and asking for a reading.
Smart
Solution
Automatic Estimated Billing completely negates the requirement to have manual input, an email is generated
automatically then sent to the customer with a link to a secure customer portal. Once here the customer is
Web Based Process Mapping
asked to enter their own readings, eliminating the need for anybody within your company to deal with this
and pushing the cost and time back to the customer. Systems Review
Benefits
• Push the initiative and cost back to the customer Data Analysis
• Save on employee costs
• Improve on employee efficiency
Onsite Demonstration
• Employee can put the saved time into other areas of their job
ROI ROI Study Feedback
It has been estimated that it can save one person working full time, recording and chasing meter readings
alone. Gross saving in excess of £30,000 pa.
10 Manor Park, Banbury
Oxfordshire OX16 3TB UK
T: +44 (0)1295 701 810
F: +44 (0)1295 701 819
www.zafire.com
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2. CASE STUDIES
Challenge
CASE STUDY 1
A major mobile phone repair centre had a 330,000 sq ft facility to repair mobile phones and had no way
of recording repairs, returns, or parts used for their major new customer. With mobile phones soon to be
delivered to this green field site in volume a solution was required urgently.
NEW FEATURES
Question
• Can the system record all the relevant information?
• Can the system check OEM warranty rules?
Customer Notes Meter Billing • Can the system create claims and invoice based on repair information?
• Record notes against customer Types of billing SMART delivers:- • Can the system be configured easily?
• Action by, Date & Time with email alert • Global • Can the system request and record all parts used?
• Estimated
Sales Quotes • Total volume plans Solution
• Unlimited Versions • Minimum copies The SMART service management system from Zafire was proposed as it has been designed and developed
• Reserve Stock • Advance minimum billing from the ground up with repair solutions in mind. SMART features a configurable service package which was
• Quote expiry date • Block designed to accommodate complicated process models with the ability to change the flow without the need
• Alternatives • Initial copies for expensive external assistance. SMART records and monitors incidents from receipt to dispatch including
• Variants • Lease Management parts, labour, engineer details, time started and finished, IRIS codes and more. All the information collected
• Used on is available to create billing, warranty and other claims.
• Quote Upload (csv format) Customer portal (ability for customer to record
• Attachments their own readings online, saving you admin time), SMART continues to run these processes which have been made more complicated by the arrival of new
lease management. mobile phones and technologies and their clients requirements for faster repair turnarounds.
Sales Orders
• Credit Card Payment PDFs The system currently handles in excess of 65,000 transactions per day, each transaction recorded and
• Part shipment Document template management & PDF completely traceable.
• Accounts Status check generation including auto email of PDFs if
• Re-allocation of goods required.
• Sales Order Cancellation Challenge
CASE STUDY 2
Interface This client had a significant scheduling problem within its repair workshops.
Stock Re-ordering Tools SMART contains a flexible interface to external
• Trended usage accounting systems. EDI interfaces are available One person was responsible for all workshop scheduling and used a large A3 sheet of paper to create and
• Lead-time calculations for communication with your customers, suppliers manage the scheduling process for the workshop.
• Automated min/max levels and other business partners.
• Weeks stock This manual process dominated the scheduler all day every day and as expected was completely inadequate
• New Product Information Dashboard most of the time. Further it was incapable of handling additional work loads, in offering our client any form of
• Warehouse Dashboard workshop flexibility or as a method of providing feedback, management reports, queries and so on.
Incident Cost Analysis • Sales Dashboard
• Charges of all kinds incorporate repair charge • KPI & SLA Dashboard being developed Solution
• Travel SMART scheduling/planning, helped resolve this problem and removed the need for somebody to spend
• Parts User Reporting all day scheduling. The scheduling module now collates all the jobs that are unplanned and will suggest an
• Congestion charge SMART’s built in user reporting suite helps you engineer based on skill set/product/customer most suitable for the repair of the selected unplanned job. This
• Labour rates generate the real time reporting you require at any module is a simple and effective way of keeping track and allocating the correct job to the correct engineer
• Time point, reports are delivered by Excel download or with ease.
• Administration by email attachment.
The system features a diary that allows us to record annual holidays, sickness and other absenteeism of the
The cost analysis is available at any point in All reports are completely configurable and have workshop staff, this goes a long way in ensuring scheduling integrity.
the process. the added option of scheduling the report by
minute/hour/day/week/month. Further developments are likely to include workshop optimisation.
Customer Call Logging
Online portal for existing customer to log their ROI
own calls. Self help portal. After analysis it has been proved to make considerable manpower savings which can now be focused in
other areas of the business. This saving is from just one specific SMART module.
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