TekWave SBMM Software process flow for a service company

2. Fully integrated processes through TekWave UEM System
From Inquiry to Service and Invoicing.
Case Study – An Air-Conditioning Service Company
Generate
Quotation/
Contract
Customer Portal
receives an
Inquiry to service
an Air-con system
7 8
1
6
Human
Resources
2
4
3
Send
Quotation/
Contract
Scheduling &
Planning
Module
Sales Module
Confirm with
Manager
5

3. Based on an Air-Conditioning Service Company
The company services Air-conditioning systems in private homes, offices and retail outlets.
The company has an office for sales enquiries generated through advertising, flyers and
their website. The office also deals with purchasing supplies, parts stockholding, job
scheduling, payroll and general admin. The offsite service staff rarely visit the office as
they are required to be off-site to accomplish their duties.
Glossary / Abbreviations
Customer Portal CPM
Sales SM
Scheduling & Planning SPM
Inventory IMM
Payroll PRM
Off-Site OSM
Shipping / Delivery DM
Accounting AM
Order Processing OPM
Human Resources HRM

4. Step 1-5
Customer Portal
receives an
Inquiry to service
An Air-con system
1
Human
Resources
Module
2
4
3
Scheduling &
Planning
Module
5
Sales Module
The CPM receives the
inquiry and translates
(if required) it into Thai
through a series of
pre-set questions and
options.
The CPM sends the inquiry to the
SM. The SM sends the enquiry to the
Scheduling Module. The Scheduling
Module checks with HRM for the
availability of manpower.
The HRM notifies the
Scheduling Module.
The Scheduling Module
Notifies the SM.

5. Steps 6-8
The Quotation reads:
1. Servicing of 10 Air-Con coils
and compressors excluding
replacement parts is
3,000 baht inclusive of VAT.
2. Quotation is valid for 7 days.
3. Payment terms are cash on
the day of service.
7 8
The Sales Module
compiles the
Quotation/Contract
6
The Sales Manager is
alerted by the SM that a
quotation/contract is
waiting for approval.
The quotation/contract is
approved
The quotation/contract is
sent.
Sales Module
Generate
Quotation /
Contract
Confirm with
Manager
Send
Quotation/
Contract

6. Service Fulfillment Steps 1-8
Scheduling &
Planning
Module
Order Processing Module
Purchase Order/Contract
for the servicing of 10
Air-cons is received
Inventory
Management
Module
8
Off-site
Module
Customer
1
2
8
4
7
Human
Resources
Payroll
Module
3 5
6
Accounting
8

7. Service Fulfillment Steps 1-6
Scheduling &
Planning
Module
2 4
Service Processing Module
Purchase Order/Contract
for the servicing of 10
Air-cons is received
Inventory
Management
Module
Off-site
Module
1
Human
Resources
3 5
6
The SPM informs the
Scheduling Module to
schedule a new job.
The Scheduling Module
checks with the IMM to
make sure they have
replacement parts.
The Scheduling Module
checks with HRM for
available workers.
The Scheduling Module
issues the new job to the
OSM.

8. Service Fulfillment Steps 6-8
Scheduling &
Planning
Module
8
Off-site
Module
The OSM is software on a
mobile device carried by the
team leader or worker with
optional GPS tracking.
The OSM arrives at the site
and the team leader enters
the start job time in the OSM.
Customer
8
8
Payroll
Module
6
Accounting
Module
7
The team leader finds that there
is extra work to do that is not in
the standard service agreement.
The customer agrees to pay an
extra cost and the work is done.
The OSM already contains the
invoice for the standard service
with a space to enter extra
charges.
The team leader enters the extra
cost and totals the invoice.
The customer agrees and signs
with an electronic signature on
the OSM and a receipt is sent to
the customers e-mail address.
The OSM reports back to the
SPM, the PRM and the AM that
the job is done and they have
the payment in hand.