Infor CloudSuite Field Service

Syteline Field Service (SFS) is the deepest, most industry specific service management solution on the market today. It helps service-centered industries deliver better equipment service, resolve problems faster, and manage the entire service process more efficiently.

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Capital Equipment Manufacturers Demand Integrated Field Service & QA Systems

Equipment manufacturers have been extending their ERP software expectations. Engineer-to-order and project-based manufacturing tools, along with planning and scheduling modules, are critical requirements for the equipment industry. Equipment manufacturers are also recognizing the need to have an integrated QA system to comply with International Organization for Standardization (ISO) standards. 

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Integrated ERPs are Often Assumed to Include Integrated QA

    Equipment manufacturers require testing and inspection at numerous control points, ultimately capturing the data in their system of record for ISO compliance standards.

    An integrated ERP & QA system accommodates inspecting parts, in-process inspections, and final acceptance testing. Systems like Infor can also be used for non-conformance and corrective actions as well as tracking Documents.

    Lack of integration results in dual data entry and increases mistakes. Pulling accurate and comprehensive reports across multiple data silos, will be more complex and quality audits will be arduous. Instead of bouncing between loosely cobbled systems with light (or no) integration, integrating QA within the Equipment manufacturers ERP, will result in one source of the truth.

    Even more advanced features are available such as integrated shop floor mobile systems for quality inspections. Infor customers use Infor’s Factory Track for much more than just QA, such as attendance, labor collection, material transaction barcoding, and lot and serial traceability.

Integrated Depot and Field Service Management

Integrated service management and tracking field activities, from installation to ongoing maintenance are assumed within ERPs. ETO manufacturers using 3rd-party field service bolt ons will have the same challenges as those with unintegrated QA systems. Customer service agents are forced to scour throughout multiple data silos to uncover information relating to warranties, unit configuration, unit location, and repair and service history.

While defining ESS’ side by side ERP comparison chart, many Equipment manufacturers were interviewed. They all assumed an integrated service system was included when purchasing their ERP. 6 months after installing, each recognized the 3rd party Service module acquired were barely integrated at all. Many have created workarounds, using work orders as service orders, or end up purchasing non-integrated field service standalone modules. 

Delivering Service and Installation

A critical phase for any Equipment manufacturer is managing the installation and scheduling the project’s phased deliveries. Among many other tasks, the project manager has to ensure all transport and permits are in place, and even collaborate with local contractors.

Some ERPs (like Infor) have an integrated service management platform to accommodate related activities: scheduling via GPS map visibility of crew locations, get routing information as well as capturing travel and expenses.

An integrated ERP including service management can accommodate everything from equipment rentals to truck scheduling. As part of the project the prep, transport, and set-up costs are also captured, allowing to measure and analyze true profitability.

Service Management – Proactive Warranty & Reactive Repairs

After the Equipment has been installed, manufacturers can have after-market warranties and scheduled PM contracts, or even performing reactive repairs. The service management functionality schedules PM & warranty work. The field service teams that perform corrective actions, repair work, and parts replacement on equipment can access complete unit configuration via their mobile devices. As a result of 100% integration throughout the ERP, the as-built equipment configuration is always available to the service team. 

The service management application facilitates field technicians taking photos, obtaining electronic customer signatures, and recording the labor and materials consumed on the service repair order. These repair costs can be attributed to the warranty, against a service contract or be billed directly to the customer. A result of accounting integration, bill creation is instant, which increases cash flow and fewer days outstanding for the service department work.

Infor ERP also presents full mobile capabilities for field techs doing installs, warranty work, service and maintenance contract work, or unscheduled reactive repair jobs.

The benefits of any integrated ERP system are vast. Yet there are limited ERP alternatives that address the strict functional needs for equipment manufacturers. 

Specialized by Industry

Infor Syteline Field Service (SFS) provides highly focused capabilities that help companies compete effectively in selected industries.

Contract Service

Efficiently track the specifics of every customer's ongoing requirements so that you always deliver top-quality service profitably. Ensure that you're currently satisfying service level agreements and can continue to do so in the future.

Equipment

Schedule preventive maintenance for income generating assets to prevent unexpected downtimes, extend the lifecycle of equipment, and maximize warranty cost savings.

HVAC

Track and manage service level agreements with maximum efficiency. Visibility into contract details, unit, and service history improves decision making and creates opportunities to up sell or extend service agreements.

Hospitality and Facility Management

Track and manage work orders for faster completion of service requests, more accurate billing, and greater customer satisfaction.

Infor CloudSuite Field Service Advantages

  • Resist attacks by competitors by developing a highly responsive, information-driven service organization that leads to trusting, long term customer relationships.
  • Fine-tune information systems on the fly to solve day-to-day business challenges quickly and efficiently.
  • Rapidly adjust schedules as new orders arrive, to deliver services on time, without interruption.
concept factory floor

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