Service Management with Microsoft Dynamics NAV

In many areas of the economy, a fundamental change is imminent: Business is becoming less product-based and more service-oriented. At the same time, after-sales services such as maintenance, support and spare parts are important tools in achieving differentiation from the competition and building customer loyalty. They are also often an indispensable source of revenue for traditional manufacturing companies. A high-performance service organisation is therefore becoming increasingly important for overall business success. The Service Management software module in Microsoft Dynamics NAV (formerly Navision) offers you professional software support with important tools that ensure increased customer satisfaction and enduring customer loyalty. The module supports you in processing customer service requests, organising your resources and tracking customised spare parts. This allows you to manage and allocate service products more efficiently and get an accurate overview of the costs associated with your service orders. The Service Management module in Microsoft Dynamics NAV offers you functionalities such as:

• Management of Service Level Agreements (SLAs)
• Contract management
• Service order management
• Progress planning and material planning
• Scheduling and resource planning
• Service parts and component management
• Service history
• Pricing and costings
• Key figures reports

The Service Management module of Microsoft Dynamics NAV enables you to easily and accurately record your service requests. All relevant service product and customer information is immediately available to you. The module supports both service orders prompted by your customers and automatically generated service orders that are based on contractual maintenance obligations. The integrated service order log provides you with the complete transaction history, while you do the final costings for your service cases using the service order statistics and evaluate and monitor the profitability of your service business in detail.

With the Service Management software of Microsoft Dynamics NAV, you are able to precisely plan the use of resources for your service orders. The module allows you to capture detailed information such as processing steps and status, manage data about service and sales employees and incorporate availability, necessary qualifications and required storage products. At the same time, you get an overview of priority, allocation and escalation of service tasks.

With a few clicks you can create service orders and templates, for periodic service or contractual obligations, based on customer service requests. The module supports the management of your SLAs or contracts and helps you to observe service intervals and agreed response times. You can also define customer references for your service staff, record appointments and closely track the effort required and the response times in order to optimise your use of resources.