RSVP - Enterprise Software for Progressive Companies

Service Management Plus (SM-Plus)

Service Management Plus (SM-Plus) is an enterprise software solution for small to medium size companies that sell, distribute, assemble, repair, install and/or service commercial, industrial or technical equipment.

sm-plus

SM-Plus from Single Source is an industry leading service management solution, providing complete integration between an organizations core business functions and profitable service operations.

SM-Plus creates new service revenue opportunities, provides efficiency tools and enables maximum performance; exactly what forward-thinking, progressive companies need in order to stay focused on their goals.

Existing Customers Tell Us They Use SM-Plus for 3 Reasons:

1) it helps them improve operational efficiencies

2) it acts as a delivery mechanism for their products and services and

3) it helps to create value and stakeholder wealth for their organizations.

SM-Plus Helps You:

Deliver Total Service - Contact Center, Field, Depot, Contracts & more
Speed Response Time
Increase Customer Satisfaction
Grow Sales
Lower Operational & Warranty Costs
Boost Profits To Support Growth
Speed Cash Flow Cycles
Reliably Execute To Unique Best Practices
Optimize Resource Utilization & Equipment Up-time
Broaden Geographical Reach
Manage Intelligently With Unprecedented Performance Visibility

sm-plus

Proven Success in Several Industries

SM-Plus functions effectively for manufacturers, distributors and independent service organizations working in many high-value, asset-intensive industries, including:

Aerospace systems & components
Boats, yachts and marine
Capital & industrial equipment
Fire & security systems
High-tech electronics
HVAC & mechanical
I.T. equipment & networking
Laboratory & diagnostic devices
Medical capital equipment
Specialty vehicles (motor homes, fire trucks, ambulances, etc.)
Telecommunications equipment
Utilities

Flexible Deployment Methods:

SM-Plus Enterprise™

A complete and fully integrated business and service management software system.

SM-Plus Mobile™

Using Microsoft Mobile based PDA’s, field technicians can stay connected and productive using the optional SM-Plus Mobile application in conjunction with the SM-Plus system.

Service In A Box™

Virtual deployments of SM-Plus connect to minimize IT costs by providing a simplified installation and minimal ongoing maintenance requirements - drastically reducing the Total Cost of Ownership.

SM-Plus Connect™

Integrates to existing or legacy ERP systems for a complete business solution ideally suited for the needs of the service organization or service department within a larger organization.

SM-Plus Web™

A web portal solution offering that enables remote employees and/or partners to access real-time data.

SM-Plus Functionality:

Open All Close All

CRM (Sales, Marketing & Customer Mgmt.): • Track Prospects and Customers
• Track Contacts, Leads and Opportunities
• Track Opportunities by Source, Stage, Reason Won/Lost, Tasks, Territories
• Seamless Integration with MS Outlook for Contacts, Tasks, and Emails
• One button convert Prospect to Customer
• MS Outlook Integration
• Campaign Management
• Escalate from Service to Sales Opportunities
Estimating / Quoting: • Quick Single Screen Estimating/Quoting form
• Quoting and cost analysis
• Build Quote / Parts (Sandbox)
• Estimate Worksheet review Quantity, Price, Cost
• One button copy to Customer Order/Job
Contact Center / Customer Service: • Incident Tracking
• Knowledge Search
• Service History
• Technician Schedule & Availability visibility
• Quick Single Screen Customer Order Entry
• Intelligent pricing by volume, contract and matrix
• Customer Return Material Authorizations (RMA)
• Progressive billing
• Sales and booking analysis
• 3 Tier Customers (Corp – Bill To(s) – Ship To(s))
• Drop Shipping by order/line/release
• Split commissions by order/line
• Ship Early/Partial processing
Service Contracts: • Flexible Billing & Contract options
• Contract Up selling Opportunities
• Rentals / Loaners / Demos
• Special contract / service rates / pricing levels
• Automatic renewals
• Preventative Maintenance
Resource Scheduling: • Centralized, company-wide Scheduling system
• Drag/Drop Scheduling
• Auto preferred dispatch
• Matching of Skills / Certification / Location
• Email notification
• Automatic Service Order Generation
• Total visibility of partners & material capacity for Better resource allocation & utilization
Inventory Management: • Immediate visibility to accurate parts inventory
• Bar coded inventory control
• Serial number tracking
• Vendor Performance Analysis
• "Available to Ship" analysis
• Multiple warehouses, including "truck stock"
Work Order Management: • Service Repair Orders
    Service Calls
    Warranty Claims
    RMA’s
    Rework
    Time/Expense Tracking
    Project Time & Materials
    Preventative Maintenance Orders
• Flexible Work Order management for easy configuration & execution of all work orders
Field Service: • Detailed cost tracking
• Track Profit per Technician
• Individualize forms & screens
• View Estimates & Quotes
• Track real-time Inventory Levels
• Utilize Mobile Device options: PDA or Lap-tops
• Mobile Access to History
• Mobile GPS Tracking
Warranty Tracking: • Detailed “as-built”, “as-shipped”, “as-repaired” BOM configuration tracking with serialized and warranted equipment, including subcomponents
• Service History
• System & component warranties
• Warranty origination
• Multi-tiered warranties
• Serial Number tracking
• Consumer Registration History
• Complete Component & Sub-component History Tracking
Depot Repair: • Return Service Support
• Multi-level Repair Orders
• Barcode enabled
• Planned costs templates
• Complete paperwork
• Track Exchanges
• Online Return Support
Document Management: • Attach any electronic document or folders of documents throughout the system, including:
    Notes
    Drawings
    Instructions
    Faxes
    Digital Pictures, Etc…
Internal Assets: • Assets Managed: machines, calibration equipment, facility, workstation, vehicles, etc…
• Preventative Maintenance Schedules on a routine or scheduled basis
• Complete Maintenance History
• Automated Maintenance Scheduling
• Warranty Tracking
• Improves maintenance efficiencies & scheduling
Expense Reconciliation & Reimbursement: • Technicians enter time & related expenses on Work Orders via unified Time Entry screen, web portal or mobile device
• Proper Expense Allocation
• Expense Payment Types
• Reconciliation
• Reimbursement
• Remote Access options
• Automated invoice generation
Financials: • Built-in financial management & control capabilities, including:
    Costing based on Work Orders &/or Periods
    A/P, A/R, & G/L
    Budgeting
    Forecasting
    Financial Statements & Reports
    Multi-company / site / language / warehouse / currency
• Every transaction is directly integrated to SM-Plus
• Integrated Financial Report Writer
• Full G/L drill down to transaction level
Shipping / Receiving: • Picking and packing lists
• Delivery Orders
• Purchase Order receiving
• Goods Received Notices
• Available to Ship reporting
• Purchase Order Requisitions with approval limits
• Regular/Blanket Purchase orders
• Change Orders
Reporting and Analysis: • Financial Reporting integrated with MS Excel
• Deliver business documents by print, email, fax
• Imbedded Crystal Reports Professional
• Single click export of forms to MS Excel
• Flexible, query based report formats
• Standard forms for many business documents
• Customer & Vendor business document profiles
Data Views & Ad-hoc Report Writing: • Enables proactive monitoring of KPI’s
• Reports based on real-time data
• Reports can auto-escalate predefined triggers
• Simplified creation of customized reports
• No specialized skills required to create reports
• Ability to slice/dice data in multiple formats
• Ability for multi-layer drill-downs
• Export/Import to MS Excel
• Retain report format for future use
• Seamless integration to company-wide data
• Reliable data for informed decision making
• Study product design, personnel productivity
• Attach reports to prioritize internal action items
Role-based Dashboards / WorkBenches: • Screen content relevant to department’s functions
• One-screen provides access to most-used data
• Easy-to-create critical numbers based on role
• Continuously monitor key trigger points
• Easy to read & Personalize: graphic gauges
• Set priorities based on alerts & exceptions
• Simplified navigation through operational processes
• Process flow chart links to necessary screens
• End-user training tools
Human Resources: • Track Employees and Applicants
• Benefits management
• Track skills, training, experience, injuries, etc
• Track vacation/sick leave
• Performance and position history
• Payroll
• External payroll interface
Event System (Workflow): • Define and monitor events across SM-Plus
• Route information/tasks based on business rules
• Automate business processes
• Deliver messages via Outlook Email or SM-Plus
• Graphical view of workflow definition
• Task Management
Easy Intuitive User Interface: • Microsoft Outlook Explorer Menu
• Easy-to-use Interface & personalized screens
• One click export of data to Excel
• Auto launch email from selected forms
• Web-based on-line help
Technology: • 100% Microsoft .Net Compliant
• Seamless Integration with MS Outlook
• Define password complexity, time out, lock out
• One Click deployment: Self-updating client
• Web Client – no need for terminal services