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Smart Case Study 001
- 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 ZS0009 Smart Leaflet.indd 1-2 17/9/09 11:33:13
- 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. ZS0009 Smart Leaflet.indd 3-4 17/9/09 11:33:15