Fault / Service Call Management System

The Call Management System, part of VSERP Service Management, is state-of-the-art solution to the challenge of quickly recording service calls and scheduling and managing service appointments.

Rising to the Challenge

Do you need to reschedule a call or handle a last minute cancellation? No problem – CMS’ drag-and-drop interface makes it easy to move an appointment to a different time or day. The built-in Mobile SMS mechanism automatically lets the technician know of the change. Color coding helps the dispatcher quickly identify schedule conflicts and planned maintenance (PM) calls, so you can deal with emergency calls more effectively.

Entering and Scheduling Calls

CMS lets dispatchers easily create and manage calls as they come in from your customers, as well as to schedule PM service based on service contract requests. At a glance, you can view the service calls to which a technician has been assigned and their status. You can immediately tell the status of a call, track the technicians’ progress through the day, or access other information about the call. If you have extensive field service operations, the CM-Mobile can help. Using mobile, handheld devices and wireless communication, it puts the information that field technicians need to perform their work into their hands and feeds the details of the work done to CMS.

A Practical Use For Advanced Technology

CMS was built using Open technology, which offers “best of breed” business integration within a company or among businesses. The interoperability among software applications, devices and people available with it creates a remarkable opportunity. For example, CMS provides the foundation for and integrates fully with CM-Mobile, wireless application, with technicians using handheld devices. After the service manager or dispatcher has used CMS to review and approve the information from CM-Mobile, it updates the CMS database. The information becomes fully accessible to the Service Management Module, Payroll, and the other modules with which Service Management is integrated.

Other Key Benefits

CMS can help you manage your field service operations, with features such as:

• Review or enter labor and parts for a call, including time sheet information for the technicians.
• Automatically retrieve payroll time card data from labor records that originate in CM-Mobile, thus avoiding data entry.
• View PM Tasking information for a call.
• Page technicians by SMS automatically when calls are dispatched.
• Plan for work days and weeks ahead of time using the Scheduling Board.
• Optimize the layout of the Scheduling Board for your way of working.

Integrated with Service Management and Other Modules

Total integration combined with flexibility and easy menu operation separate VSERP Service Management with CMS from the rest of the pack. CMS is also the link between VMobile Technician and the CMS database. Once the information from CM-Mobile has been reviewed and approved in CMS, it updates the CMS database. This makes it accessible to the Service Management Module and the modules with which Service Management is integrated.