Repair & Warranty Management allows you to manage service inquiries/contracts and establish and maintain warranty agreements. This module complements two roles within an organisation, Customer Service and Service Department.
Within the Customer Service role the module gives the ability to record all contract and general public inquiries. These inquiries can be categorised i.e. product faults, product information, company information, operation instructions, nearest store and resolutions can be entered in a timely fashion using a key.
In the operation of a Helpdesk, the Repair and Warranty module escalates unresolved inquiries automatically. In addition if an inquiry is still unresolved it will assign the inquiry to escalate to the next level of action. The escalation process may happen via email, printed report or creating a file.
The Helpdesk/Customer Service module is designed to handle various types of request that are defined by your organisation.
For example these requests could be:
A call about a product specification sheet.
An Inquiry relating to a new model.
A comment or complaint.
Even use as a helpdesk system.
These are setup by your organisation for your organisation and are called Inquiry Types.
Piecing this module together is an escalation feature. The ability to flexibly escalate inquiries determined by Customer, Customer Groups, Inquiry Type, the number of hours a job can remain open before it is escalated and the employee to whom the escalated inquiry will be assigned can be setup using ‘Escalation parameters'.
In the role as a Service Department or Repair Shop the Repair and Warranty module gives the ability to track from an original inquiry to the receiving of goods that are being returned for either replacement or repair in a cost efficient and professional manner.
The module can create and track a repair or service whether this is inside or outside of warranty. A list of generic known faults can be attached. Repairs can be carried out and recorded as a warranty job or chargeable job. If the job is outside of warranty the repair shop can provide an estimate that includes freight, materials and labour.
Fault groups, fault codes and resolution texts
The module has the ability to create and track a repair or service whether this is inside or outside of warranty. A list of generic known faults can be attached; this can be by item or by a Group of Items, defined as a 'Fault Group'. The standard labour time can be recorded against the fault and compared to actual labour times.
It is also possible to store standard resolutions to the issue which can be extremely useful in a helpdesk environment.
When an item is received for service, (using the escalation rules it is possible to remind your customer when their product is due for a service by fax, email, phone) a default list of parts can be attached to the item with a recommended quantity, this integrates to and populates both the ‘Repair' type job and the related Sales Order.
In addition to repairs and returns this module has the ability to track whether a product is within the warranty period. Using the serial tracking feature of Microsoft Dynamics AX a number of additional fields are used for warranty tracking, including the date when a product was purchased or manufactured, the sales date which defines the warranty start date, the warranty end date which is and optionally the date the warranty card was received. This allows the organisation to easily and quickly determine whether a product is still under warranty.
In addition to repairs and returns this module has the ability to handle the management of loan items. These are items which are loaned to the customer while their equipment is unavailable. The functionality includes assignment of a warehouse where items available for loan are held, a warehouse used to record items that are out on loan and a warehouse used to record items that are returned damaged or faulty. For each item that may be subject to repair services it is possible to define a list of appropriate loan items.
Key features of Repair & Warranty for Microsoft Dynamics AX:
Quick and simple method of keeping track of all incoming requests
Warranty details by serial number
List of spare parts for each item
Return authorisation forms and freight labels
Ability to automatically create sales orders and credit notes
Automatic escalation process to ensure that staff and supervisors are aware of requests that need special attention.
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