The document outlines the service management solutions offered by 2isolutions, including their system architecture and capabilities such as call management, work order management, spare parts management, and customer satisfaction processes. It details integrations with ERP and SAP systems, various process flows for service operations, including handling defective parts and managing partner claims. Contact information for 2isolutions and its directors is also provided.

1. 214 Reiner Road
North York ON M3H 2M1
E-mail: info@2iSolutions.com
Website: www.2isolutions.com
151 City Centre Drive, Suite 403
Mississauga, ON, L5B 1M7
Ph: 416 855 1144
E-mail: info@2iSolutions.com
Website: www.2iSolutions.com
Service Management Solution from 2iSolutions
India Office: 503, Jyoti Shikhar Building
Janakpuri District Center, Delhi-110058
Email: virendra.rai@2isolutions.com
Group Companies:
IIBS Training Academy: www.iibs.ca
Hunch Software: www.hunchsoft.co.in

2. A Typical Service Organisation
MWH-
Spare
Parts
Branch-1
Branch-1
Branch-1
ASP-3
ASP-2
ASP-4
ASP-1
ASP-5
L2/L3
Repairs
L2/L3
Repairs

3. Service –System Architecture
•Finance
•Material Mgmt
•Sales and Distr.
•Production
•Human Resources
•Maintenance
•Quality Mgmt
•Handle Calls
•Work Order
•Repairs
•Warranty Mgmt
•Claims
•Parts Transfers
•Logistics
•Repair Factory
•Service Analysis
•ASP Services
ERP/SAP Service System

4. SERVICE MANAGEMENT SYSTEM-CAPABILITIES
Service
Connect) from
2iSolutions
Call
Management
Work Order
Management
Spare Part
Management
Replacement
and DOA
Handling
Defective Part
Handling
Consumer
Billing
Repair
Factory
Operations
Knowledge
Management
Customer
Satisfaction
Integrations
with ERP
Systems

5. SAP – Service CRM –Integrations
S.N. Event –SAP/ERP Event – Service System
1 Auto Booking Part Sales Order in SAP. Part Request from ASP for
purchase
2 Auto Creation of Stock Transfer Request
in SAP
Part Request from ASP for
replenishing company stock
3 Delivery and Billing of Parts in SAP at
Branch
Auto population of goods to be
received in CRM at ASP end in ASP
Stock
4 Stock Transfer to ASP Location in SAP Auto population of goods to be
received in CRM at ASP end in
company stock
6 No action Receiving of parts at ASP and
update of company stock or ASP
stock as suitable in CRM.
7 Billing of FG Install base Update-Automatic in
batch mode.
8 Product Tertiary Tertiary Data Update- Automatic in
Batch Mode.

6. SAP – Service CRM –Integrations
S.N. Event -SAP Event – Service CRM
9 No action Booking of Work Order
10 Auto stock adjustment in batch
mode
Consumption of Parts
11 Auto Booking of Parts Sales Order in
SAP or Transfer Order as per policy
Shortage of parts in processing a
service call. Auto creation of P.O. for
parts.
10 Creation of new part code Auto population of part codes
11 Deposit of money, DOA Credit, Part
Purchase in SAP
Auto Reflection in customer ledger
12 Cannibalization of handset to
recover parts.
No impact, part sale only to increase
stock in CRM.
13 Creation/Purchase of new
IMEI/Phone/FG
To automatically update installbase
database in CRM.
14 Receiving of Parts in SAP Against PO Auto creation of stock in MWhs.
15 Reduce MWH/L3/L4 Stock as these
are unsold parts.
Consumption of parts in L3/L4 Repairs

7. Process Flow: Call Management
Receive Call
Handle Call
•Register Enquiry
•Book Service Request
•Book Device Pickup
Update Customer
Data
Guide Customer to
Nearest Service
Center
Provide Service
Request No
System to Service
registration Message
Close Call – In case
applicable.

8. Process Flow: Work Order Management
Create Work Order
•Direct or With Ref to call
•Warranty Check
•DOA/Normal Service
•Service Estimations
•Job Sheet
•Expected Delivery Date
•Update Consumer Data
•Elementary check and warranty validity
Process Work Order-Normal
•Evaluate Problem
•Access Part Requirements
•Check Part Availability
•Check Skill Availability
•If send to Repair Factory
•Consume Parts
•Complete or Mark Pending with reason
Process Work Order- Exceptions
•Give standby handsets
•Request replacements
•Provide PCBA Replacement
•Update warranty swap data
•Messaging on Exceptions
Delivery Handset
•Intimate Customer over SMS
•Deliver Call
•Update Status

9. Process Flow: Forward and Reverse Logistics
Request Pickup
Courier Manager- Plan
Pickup
Courier Manager- Allocate
Pickup boy
Pickup and Allocate
Call/Parts for Pickup Pick
request
Receiver(ASP/Whs/Branch)
to receive the delivery.
Auto change status of
call/part in system.
Auto update of
inventories.
Generate Transporter
Payments data

10. Process Flow: Parts Fulfillment
MSL Based Purchase
Required at ASP
Manually Created
Purchase Requested
Auto-generated
requests at during call
creation
Consolidated Part
Requirement to
mother ware
Parts Billed to ASP in
concerned ERP
System.
Parts in transit to ASP
Parts received by ASP
and stock updated in
service
MMH: Suggest
Alternative ways in
case of no part
available.
Alternatives: Approve
Replacement/Approv
Spl DOA/Approve
Alternate Model
DOA Received at
Branches sent to
Repair Factory for
Canablization
Recovered part stock
updated in to main
stock
Stock available for
part fulfillment.

11. Process Flow: Defective Parts Handling
Auto generation of
defective parts in
during the parts
consumption process.
Auto generation of
defectives during
canablization process
Auto update of
defective stock and
sources.
Transfer of Defective
to Branches or
Handover to agency
for safe disposal.
Record receiving or
disposal info.
Control on claim
process for defective
missing cases.
Record Safe Disposal
Details

12. Process Flow: Partner Claims Management
Generate Claims based
on the calls handled,
action code, problems
codes, parts consumed
etc.
Deduct cost of service
services provided by
own factories.
Offer Claim Data To
Partner for online
verification and
approval.
Accounts Team to
validate billing and
payment data and settle
the generated claims.
Show ledgers to
partners.

13. Process Flow: Manage Customer Satisfaction
Transactions: Provide proactive
information at change of status,
about expected delivery, DOA
Approvals etc.
Happy Calling: List of Randomly
Selected Numbers Consumer for
Happy Calling and Generating
Analysis.
Customer Satisfaction Survey: The
service system here will send a
message to customer to respond
with Yes/No.

14. Process Flow: Knowledge Management
Upload Model/Version Wise Software
Upload Product Documentation
Upload Service Application Manual
Create Knowledge Articles
Upload PDF Documents
Upload Video Files

15. Want To Know More
Write to sale.india@2isolutions.com
Contact:
Virendra Rai, Director
2iSolutions Consulting Services Pvt Ltd
Cell Number- +91 8800592601
Email: virendra.rai@2isolutions.com