Authorised Service Partner (ASP) Business

Understanding Authorized Service Provider (ASP)

An Authorized Service Provider (ASP) is a business that has tie ups with the original manufacturer of the product to provide assistance to the customer in case of maintenance.

ASP service request is created in case of a third party involved. The organization is handling an ASP and hence needs to log a ticket for the same where the information is required with client details as well as machine/ product details.

 

Settings       

Navigate to the Left Menu > Settings

Look for the Business icon and click it, Under Business Preferences, click on Is ASP business. 

 

Permissions

Navigate to Settings > User Roles.

Select the employee you want to give ASP Permission to and scroll to the right.

Select Edit option from the Action dropdown menu.

Go to the Permissions tab.

Press Ctrl+F and enter the word ASP. Enable all the permissions related to ASP.

Click on Save.

 

Log an ASP Call

Navigate to the Left Menu > Service > Open Service 

Click on + sign to create a new service ticket.

Select ServiceTicket from the list.

Add the name of the ASP customer. A new window will pop up

Here, click on the + sign from the right.

Add Contract number created with the customer.

Add the new machine details here and save.

It will get redirected to the main window.

Here, add the details on this form like customer branch name.

Also, add the serial number of the product.

Mention who is working on it in the Assignee box.

 

Add the ASP’s details

Add customer name and contact details.

Add the date of the case creation.

Enter the PIN code. This will auto-fill all the location details.

Add a title for this call. 

Save and you will be back on the previous page.

 

Visit Call Log

Visit call is logged in cases of emergencies. It is a one time service call. 

 

Steps:

First, create a Visit call contract with the customer, after which you will only be able to create service tickets.

Navigate to the Left Menu > Service > Open Service 

Click on the + sign for quick add. Click Service Ticket. 

Enter the company name. A new pop-up window will appear.

Click on the + sign from the right hand.

Fill in all the details.

Save and it will be redirected to the previous page.

Here, add customer address. 

Fill in all the details.

Mention the % done. This is to specify the level of completion of the product/ service.

Add the problem the engineer needs to fix.

Click on Save and exit.

 

Annual Maintenance Contract (AMC)

Understanding AMC 

An Annual Maintenance Contract (AMC) is a type of service agreement that takes care of and supports a piece of equipment or asset on a regular basis. It is used to make sure that the asset or piece of equipment stays in good shape and gets serviced and inspected on a regular basis.

You own the product, but you can use AntMyERP’s AMC service for it.

 

Create an AMC Quotation

Navigate to the Left Menu > CRM Sales >  Quotations

Click on the plus button and select “AMC”

Create an AMC quotation.

Enter the Company name and the display name of the Customer.

Add the customer’s company, address and branch name.

Enter the quotation creator and customer person representing the customer.

Add quotation date and period.

Select the standby if there is any or mark as “ not applicable’. add”at the end of not applicable

Select the preventive maintenance period. 

Add taxation.

Select delivery type from the dropdown options.

Click on Save.

 

Adding  an AMC Product

Navigate to the Left Menu > CRM Sales > Customers

To add or upload any customer, right click on the customer whose AMC contract has been made and click on its Contract. 

Its Contract will open

Click on the 3 dots and click on All Products

Click on the + sign.

Add AMC’s contract in the contract field.

Add the model & serial numbers present in the proposal.

To add the billing date, enter the date on which it is recorded in the ERP.

Click on the Save button.

 

Service

Understanding Service Business

A sales or rental business deals with after sales activities like managing service requests or warranty management. These can be tracked in AntMyERP so that the business runs smoothly.

 

Service Support

All the service tickets can be logged and assigned to the engineer. 

Those calls can be seen under Open Service.

 

Open Service

To view these tickets,

Navigate to the left menu> Service> Open Service.

All the pending tickets of the organization can be seen with the below details:

Why it is pending,

From which region it is pending,

Its Stage,

To which engineer it is assigned,

From which branch the call was logged.

Once the call is assigned to the engineer, he will process the call through a mobile app. He can also request for spare parts through the mobile app. This ensures a proper flow of service along with the time taken by the engineer.

The below mentioned calls can be seen under Open Service:

PM Calls, 

Calls made by Customers,

Calls which are in transit,

Calls which are on hold,

Calls that are unassigned, 

Spare Part request calls,

Calls for which the SLA have been breached,

Calls for which the engineer has reached on site, 

Calls for which quotation is given (these are sent to the customer), and

Calls which are under observation are viewed here.

 

Total Service Ticket Report

To view the report of all the service tickets and their status, 

Navigate to the left menu> Service> Open Service> Total Service Ticket Report.

It can be searched:

Status wise, or from date wise, or requester customer wise.

There are multiple filters for easy navigation.

 

Request Spare

Here, the details of spare parts issued to the engineer are captured. To view that,

Navigate to the left menu> Service>Request Spare.

Note: Status Close means it is used while open means that the spare part is still with the engineer.

The engineers can be tracked and how many parts are in use or required. It can be seen under Spares> Service Spare Parts Register.

These have to be approved or rejected, then only the ticket can be resolved.

This can be done by scrolling to the extreme right to Action> Accept/ Reject.

 

Defective Repairs

Many businesses which have sold equipment, took back any old/non-working spare parts from their customers. The Business then either repairs it back and puts it back in use or sells it as scrap in case it is beyond repair. These are recorded in the ERP of the business under the Defective Returns tab. 

This helps the business track the number of parts returned. For instance, how many were put back in use and how many were turned to scrap and its value.

The process for recording a Defective return is as given below:

Navigate to the left menu> Service > Defective Returns

All the categories are seen when the Defective returns tab is clicked.

This opens the complete record of all the defective returns. 

There are four scenarios with regards to a defective part:

 

Pending 

When the company is yet to receive the defective part back either from the customer or the engineer, it comes under the pending category. 

Once the part is received, the Serial number or the quantity of the defective part are entered by clicking at the right side of the page and Save.

This data is now reflected in the Received page of the ERP.

 

Received 

Under the Received tab, the record of all the received defective product falls. The status tab shows whether a defective part is put to repair, is it non-repairable or in working condition after repair. Each sub category selected, shows the particulars of the parts under it. This is how you can view them:

Enter the ticket number of the returned spare. 

Scroll to the far right and click Action.

The options: Scrap, Change Serial Number, Repair are seen.

Click on the respective options if one needs to put the product to scrap (if it’s beyond repair/use), repair or change a wrongly entered serial number.

If an equipment is sent to scrap as it is beyond repair, then click on scrap. Enter the reason for putting it away as scrap and click Save.

This will be reflected in the Scrap option under the Defective Returns tab.

If an equipment is sent for Repair then, click on Repair. This will in turn be reflected in the following page:

Navigate to the left menu > Service  > Reports > Loan/ Repair Register > Defective Repair.

 

Scroll to Action at the far right of the page. The options of Working/Not Working will be seen.

If Working is chosen then the page will be directed to the Returns Repair page.

The record of all parts that are working after repair are shown. These parts get added to our Office stock for further use.

 

If Not Working is shown then the page is redirected as shown above.

Select the product which has non repairable in its Status.

Check the box in the beginning of the row under scrap.

Click on the arrow under Scrap and select scrap all.

Write the reason for putting the part under scrap and click on submit.

If a part that is repaired is working then it needs to be put back in stock. This is done in the following way:

Navigate to the left menu > Service > Defective Returns > Received.

Select the status as working.

Check the boxes under Inventory.*

Click on the icon next to the filter called Inventory Adjustment.

Enter the Current value of the products and click on Submit.

This will be shown on the inventory of products in the company.

 

Scrap

The products that are not working after repair or are received beyond repair are put under scrap. The parts that are entered as scrap under the Defective returns received tab and the non working products put under the scarp category will be shown under this tab.

 

RMA

If the customer walks-in for a service request, the warranty of the device is checked. It is then decided if the services needed would be under warranty or not. An RMA of the same is created.

It shows the details of the material as well as the status of service performed on that.

To reach there,

Navigate to the left menu > Service> RMA.

Note: There are several service reports and a dashboard that shows all the service calls and their status in detail. Also, the performance of the service team can be gauged.

 

Sales

Understanding Sales Business

A sales business deals with selling devices and equipment. All the processes involved in sales like generating leads, disqualifying leads, giving proposals and finally converting proposals to contracts, can be made easy with the help of AntMyERP. Even after sales activities like managing warranty and service requests can be taken care of with the help of AntMyERP.

 

Settings

Navigate to Settings > Sales.

Under the Sales Preferences tab, check the box Competition Analysis.

Click on Update.

 

Lead Generation

As per the requirement of the customer, either a lead is generated or a quotation is directly given to the customer.

If the sales team goes through lead, they will create it by following the below steps.

Navigate to the left menu> CRM Sales> Lead.

Fill in the mandatory fields and click on Save.

After a lead is created, it is followed up and the status of the lead is updated. The lead follow up is done as follows:

 

Lost Lead

A lead is called “Lost”  when the lead’s order is lost to a competitor or is not given to the company for any other reason. Below is the path to record a lost lead.

Navigate to the left menu> CRM Sales > Leads.

Right click on the particular lead > Click Lost.

Select Reason of Lost from dropdown as applicable.

Select Sub-Reason from dropdown as applicable.

If Reason of Lost is selected as Competitor, then enter the Competitor name.

The competitor should come from the client list in the dropdown.

Enter remarks against the loss.

Click Save.

 

Note: The Reasons can be customized in Masters.

 

Future Leads

A Future Lead is called as such when the Lead gives a timeline in the near future as to when he might give the order. For example, the Lead will ask to be called back in two months, six months etc.

 

The steps to record Future Leads are as given below:

Navigate to the left menu> CRM Sales > Leads.

Right click on the particular lead > Click Future.

Select the Future Reason of call from the dropdown as applicable.

Write Remarks if any.

Select the Future date when the Lead has requested a call back.

Click Save.

 

Note: The Reasons can be customized in Masters.

 

Disqualified Leads 

If a lead is uncertain to be turned into an order; or if a customer is not responding for any reason, it is categorized as a Disqualified Lead. 

 

The steps to disqualify a lead are as follows:

Navigate to the left menu> CRM Sales > Leads.

Right click on the particular lead > Click Disqualified.

Select the Disqualified Reason of call from the dropdown as applicable.

Click Save.

 

Note: The Reasons can be customized in Masters.

 

Qualified Leads 

A Qualified Lead is called one when the Lead has expressed interest and has asked for the pricing/ further details. 

 

The steps to qualify a lead are as follows:

Navigate to the left menu> CRM Sales > Leads.

Right click on the particular lead > Click Qualified. In case the customer is there in the database, it will show in the dropdown. If it is a new one, you will need to add it.

Fill up details in the fields provided.

In the dropdown for the Lead Type, select the option for which the Lead is showing interest.

Enter an existing client as a Referral from the dropdown if applicable.

Select the option from the Lead Funnel to indicate how probable the Lead is.

Select if the Commission is applicable.

Click Save.

 

Quotation Management 

Once the lead is qualified, quotation management comes into picture where the customers can be quoted. To proceed, follow the below given steps:

Navigate to the left menu> CRM Sales> Lead.

Right click on the desired lead and select quotation number. Then select the type of business in the lead form. This will open the desired Quotation Form.

Fill in the details in the mandatory fields.

Click on Save.

Note: The Process of quotation to sales order confirmation: after the quotation is created, Book the Quotation> Accept the Quotation> Convert to Contract> Book the Sales Order.

The Sales Order is executed/ booked. It can be seen under CRM Sales> Sales Order.

The orders that are left to be executed can be seen under Pending.

Once the Pending orders are approved, procured and serial number entered, it will automatically become challan.

After the device is delivered, an installation ticket is generated.

 

Service Support

After executing the order, service support needs to be provided. After logging the service call, how many calls are pending can be seen under Service> Open Service. 

To see how much spare parts are there in the device, click on Service> Request Spare.

For checking the Defective Returns, click on Service> Defective Returns.

 

Status of the Device

To check where the device is currently,

Navigate to the left menu> Asset > Active Device.

All the devices that are in contract, whether it is yours or customer’s will be shown here. The Current Location is seen by clicking on the serial number.

This opens the Device Details.

If a device is purchased from the vendor, then the warranty can be tracked from Asset > Warranty.

 

Renew Contract Report

Once the contract expires, the system will remind for a contract renewal 60 days in advance.

Navigate to the left menu> CRM Sales> Reports> Renew Contract.

The details of the contracts being expired is shown under the To Renew column.

This is how a sales business can be managed through AntMyERP. There is sales quotation, lead management, proposal management, contract management, renewal management and sales support management.

 

Google Map

Understanding Google Map Integration 

Google Map is an integration in AntMyERP that enables you to easily track field service engineers and manage their live locations, including their attendance details.

 

Permissions

Navigate to Settings > User Roles.

Select the employee you want to give Google Map Permission to and scroll to the right.

Select Edit option from the Action dropdown menu.

Go to the Permissions tab.

Enable the Manage Service Engineer Location permission.

Click on Save.

 

Adding Google Key

Navigate to the Left Menu > Settings > Integrations.

Click on the Google Map tab.

Enter the key received from Google or any other proposal.

Enter the key received from Google.

Click on Update.

 

Viewing On-Call Engineers

Navigate to the Left Menu > Service > Reports> Service Engineer Location.

The nearest engineer can be seen under the Service Engineer’s Location tab.

In case you wish to search for any particular engineer, you can do so by clicking on the Service Engineer’s Location History tab and entering the desired details and clicking on Search button.