Service Management ERP

Maximize dispatching and boost revenue by scheduling the right people at the right time, and see real-time data for work taking place in the field.

  • Single version of the truth
  • Multi-dimensional reporting
  • Security by role
  • Custom reports and personalized dashboards
  • Multiple display options
Acumatica Service Management ERP Demo

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ACUMATICA SERVICE MANAGEMENT

ERP OVERVIEW

Acumatica Service Management is designed to quickly capture service needs, assign them faster, and track the progress in real-time. With more efficient scheduling, you will see increased revenue and improved customer satisfaction. Acumatica Service Management software is fully integrated with your ERP to provide seamless integration with projects, inventory, and purchasing. Features include appointment scheduling and contract management, along with a full-featured mobile application for service-driven businesses, wholesale distributors, construction companies, and manufacturers for deliveries, installation, or remote service operations.

Key Benefits of Acumatica

Field Service ERP

Expedite Assignments

  • Quickly capture service requests and access customer information, resources, and product history
  • Use templates to default service and materials during appointments creation
  • Shorten the time between call receipt and appointment assignment

Gain control of remote field service activities

  • Track resource commitments and real-time GPS location
  • Real-time information is available on the progress of the appointment with status updates, materials used and detailed notes and pictures

Accelerate decision making

  • Use drill-down reports and dashboards to improve decisions and access past information to gain insights into future needs
  • Define metrics for technician utilization and service performance

Improve Communications

  • Easily use emails, SMS, or push notifications to notify resources and customers of appointment assignments or modifications

IMPROVE YOUR BUSINESS PROCESS

WITH ACUMATICA SERVICE MANAGEMENT

With acumatica service management you can

Manage Contracts

Manage contracts for service, sales, maintenance/repair, and recurring maintenance schedules. Define specific billing procedures and generate service orders with flexible frequencies, based on the business need.

Schedule Appointments

Schedule technicians based on service area, availability, current location, skills, and active licenses. Benefit from the reduction of overtime and maximize customer satisfaction with accurate appointment setting.

Plan Inventory

Track the inventory in warehouses as well as mobile vehicles. Ensure inventory availability by leveraging inventory replenishment and purchase orders.

Improve Mobility

Empower your field technicians with a powerful mobile application featuring GPS navigation, voice dictation for notes, electronic signatures, credit card payments, mobile expense receipts, image uploads, and appointment details. Field technicians can also see service history and equipment information without having to call in to the office.

Manage Projects

Manage all your multi-phase projects. Compare the original to revised budgets; manage billing with fixed-price, cost-plus, or capped project costs.

Improve Customer Visibility

Acumatica Service Management integrates with Acumatica CRM to provide access to activity and sales history as well as support cases. The customer portal provides direct access to invoices and other important information.

Acumatica Field Services
ERP Features and capabilities

SERVICE MANAGEMENT FEATURES AND CAPABILITIES

Create new appointments or assign resourcesto scheduled appointments. View your resource schedules by day, by week,or by month and filter calendars based on appointment requirements.

Update technician schedules from the office. Technicians can start and end appointments in the field,providing instant status updates to users in the application. Manage single or multi-day appointments and pause appointments for travel or break times.

Schedule technicians based on workload, location, or by skill,or certification. Ensure technicians have the right equipment and inventory to complete the job.

Generate invoices based on estimations or actuals, and group invoices by service order, period, or customer purchase order. Define different billing rules by the customer and by service order type. Start contract billing at the start of the period with fixed-rate or time and material billing.

Visualize estimated route and route statisticsby the technician. View actual route history and real-time GPS location to keep track of resources.

Use WorkWave Routing Engine integration to optimize appointments to minimize driving time. The optimization considers resourceworking schedulesandlunch breaks.This is an optional application.

Update appointments on the road or at customer locationsusing the mobile application available for Android and iOS. Access customer history, capture payments, enter expense receipts,and capturesignatures directly from your mobile device.

Support multiple languages, date formats, and number formats. Define a default language by user for the web and on the mobile app.

Establish warranty offers for your customers, specifying which parts are under warranty to avoid confusion, mischarges, and objections. Multidimensional contracts (different warranty periods for variouscomponents of the system) help to track warranties from sales to repair in the field, specifying what is covered and what is not. This helps ensure billing accuracy and improve customer satisfaction.

Convert CRM opportunities into service orders and create service appointments from opportunities or projects. Allocate stock items to service orders and create purchase orders from the field. Create appointments for a project and manage budgets and profitability across projects. Capture time for payroll. Manage inventory with integrated purchasing, requisitions, and robustinventory replenishment logic.

Simplify cost tracking by linking accounts payable bills to field service appointments forholistic expense management and financial analysis by appointment.

Photos, documents, and other files are automatically copied from service quotes to service appointments to ensure a smooth hand-off for field service technicians.

Simplified service contract renewals optimize and streamline business workflows.

User-defined fields on the service contract and equipment forms improve usability and add flexibility for unique business scenarios.

ACUMATICA WORKS WITH MOST
OF THE
SERVICES IN THE INDUSTRY

QUOTED SERVICE

Quoted services are complex and require details to determine accurate customer pricing. For example, a pest control company will need to know the building’s size they are servicing to prepare an accurate quote. Likewise, a landscape company will need to know the size of a yard for lawn mowing, the frequency of mowing activities, and the estimated number of times they will perform the service. Quoted services are widespread in many diverse service industries and often require:

  • CRM Opportunity Management
  • Quote Creation
  • Electronic Signatures for Quote
  • Approval
  • Purchase Order Requisitions

BREAK-FIX SERVICES

Many service companies also offer repair services on request. When a customer calls to request repairs to equipment, the service company provides a price and estimated service date and time. Most break-fix services are performed remotely, but some are performed in-house via depot repair. Examples of break-fix services include heating or air conditioning equipment repair, pool or spa repairs, and vehicle glass replacement services. Requirements often include:

  • PCI-Compliance Credit Card Processing
  • CRM Customer Cases and Self-Service Portals
  • Returns and Exchanges for Depot Repair
  • Spare Parts Inventory Planning

PREVENTATIVE MAINTENANCE

Some industries, such as utilities, oil & gas, and property management, must maintain equipment and need a system that will track maintenance. Companies provide preventative maintenance services through contractual relationships that outline the frequency of maintenance services and each activity’s scope. Services include equipment examination, equipment lubrication, and replacement of worn parts. Below are four critical preventative maintenance features:

  • Flexible Contract Management
  • Warranty Tracking
  • Automated Appointment Scheduling
  • Service Level Agreements (SLA)

INSTALLATION AND TRAINING

Equipment installation is common in wholesale distribution, manufacturing, construction, commercial equipment, and other industries. Typically, training is provided at the time of installation to ensure the customer understands how to properly operate and maintain the equipment. Projects and appointments are used to manage install and training for fixed bids or time and material projects. Popular features are:

  • Equipment Management
  • Project Accounting Tasks
  • Field Service Appointments
  • CRM Quotes with Electronic Signatures

WARRANTIED SERVICES

Warrantied work must be documented and coded correctly for reimbursement from manufacturers or other parties. Warrantied services are commonplace in manufacturing, distribution, medical, commercial, technology, and home service industries. Service companies may offer warranties for labor. Warranty-related business requirements include:

  • User-Defined Fields for Warranty Details
  • Warranty Contract Dates and Details
  • CRM Customer Support Case Management
  • Collections for Cash Flow Management

CONSTRUCTION SERVICES

There are five types of construction services: home builders, general contractors, heavy construction, specialty trade contractors, and land developers. Most construction companies depend on projects for job costing with varied field service requirements. Popular construction requirements include:

  • Project accounting for job costing
  • Human Resources and Payroll with union dues and skills and certification management
  • Bid and estimate management
  • Mobility for remote, on-site services

PROFESSIONAL SERVICES

Professional Service organizations rely on project accounting with flexible contracts to manage and account for costs related to installation, training, testing, configuration, upgrades, and more. Projects span multiple weeks to multiple years. Project billing is complex with progress billing, cost-plus, and fix-fee variants. Common project-related requirements are:

  • Project Accounting with Task Management
  • Flexible Project Contract Billing
  • Expense Receipt Management
  • Budget Reporting for Actual, Original, and Estimated, and Revised Costs

INDIVIDUAL SERVICES

Medical, legal, social, and educational service organizations work predominantly with individuals. These service businesses have significant investments in facilities, furnishings, and equipment. They also have specialized billing needs for multi-party billing and case management. Look for the following ERP features for systems that support individual services:

  • CRM Case Management
  • Fixed Assets and Preventative Maintenance
  • Security for patient, client, and student privacy
  • Collections for Cash Flow Management

Industry Specific ERP Features

AGRICULTURE, LANDSCAPING, FORESTRY

Agriculture, landscaping, and forestry services often require technician scheduling and field service dispatch. Agriculture services include irrigation, and pest and disease control. Landscapers need an ERP to help them provide lawn care, snow removal, and landscape design services. Forestry services include timber tract management, erosion control, harvesting, reforestation, and other services. Acumatica for Service Management can handle all these requirements, plus give you GPS tracking via the mobile app.

CONSTRUCTION, PLUMBING, ELECTRICAL, HVAC

A brief search will reveal hundreds of business applications for general contractors, heavy construction, land developers, and specialty trade contractors, but few are built on a cloud platform, making it difficult to utilize properly by field technicians. Field service scheduling with technician skill level and certification tracking is a must-have for construction-related industries. Other essential functions include equipment management, serial numbers, manufacturer warranties, inventory, and purchasing.

COMMERCIAL, BUSINESS, & REPAIR SERVICES

Advertising, public relations, and marketing companies typically rely on project accounting and contracts. Accounting firms often require project accounting and remote access to client systems for audits. Repair organizations servicing company and customer-owned equipment need technician scheduling, equipment management, and mobility.

ENGINEERING, ARCHITECTURE, SURVEYING

Engineers, architects, and surveyors work with residential and commercial customers on a large variety of projects. Most services are contract-based with complex projects that require configurable contract billing options; mobile apps for time and expense reporting are imperative for on-site services, and document management is vital to each and every project. Many companies work with subcontracted organizations, so having robust collaboration tools and remote access to project information is highly beneficial.

MEDICAL & HEALTH SERVICES

While specialized applications exist for hospitals, dental offices, and chiropractic practices, remote medical service providers struggle to find applications to meet their unique needs. Acumatica’s Service Management ERP provides for field service dispatch, depot repair, mobile time and expense applications, serial and lot traceability, and HIPAA-compliant communications.

HOME SERVICES

Home services businesses provide break-fix, quoted services, installation and maintenance of garage doors, pools and spas, water systems, and more. Trusted technicians up-sell and cross-sell from the field with mobile CRM, sales, service history, and equipment information.

JANITORIAL, SANITATION, MAINTENANCE

Janitorial, sanitation and maintenance companies usually operate on long-term contracts, and contracted services require flexible billing to accommodate customer needs. Inventory and purchasing ensure that cleaning supplies and replacement parts are available when needed and lot tracking and safety data sheets are sometimes required for chemicals and cleaners. Mobile apps help service professionals to access customer and equipment information from the field.

MANUFACTURING SERVICES

Capital equipment manufacturers provide installation and repair services to customers for the equipment they make. These services occur when equipment repair or service is needed but the cost of shipping the equipment back to the manufacturer is prohibitive. Inventory planning and purchasing ensure adequate stock of replacement parts and MRO supplies for service operations. Project accounting is used for larger installation projects with field service dispatch for break-fix and preventative maintenance services.

MOTOR VEHICLE AND TRANSPORTATION

Although specialized systems are available for automobile repair and other transportation service companies, many companies struggle to find software to manage services such as window replacement, automotive core rebuilding, and towing or hauling services. Related services are also provided for marine, locomotive, and aircraft equipment. Field service dispatch and repair, third-party billing, and mobile signature and payment processing are commonly used features.

OIL, GAS, MINING

Service companies in the oil, gas, and mining industries provide soil analysis, geophysical exploration, drilling, testing, and other services. Project accounting with flexible project billing is essential for these industries. Remote services are often performed on mobile devices to access job information and for time and expense entry that flows back to the project. Having GPS directions via the mobile app can help technicians get to non-addressed jobs using GPS coordinates.

PEST CONTROL

Pest extermination and insect control services are provided for commercial and residential customers. Many services are provided on time, as requested by the customer, while some services are provided as part of ongoing pest control contracts. Field service dispatch scheduling, route optimization, inventory planning, purchasing, and hazardous material management are occasionally required.

SAFETY & SECURITY

Businesses providing security systems, armored car services, and fire prevention systems rely on field service dispatch for system installation and repair. Inventory management and purchasing ensure that equipment is available to complete scheduled jobs. CRM cases manage customer support calls for questions or system issues. Route optimization gets technicians to more jobs faster.

TECHNOLOGY SERVICES

Technology companies provide a myriad of professional services to businesses. These include outsourced, managed services for network and system security, software support and maintenance, help desk services, and remote monitoring. Software development and consulting firms leverage ERP systems with project accounting or specialized PSA applications to define project milestones and tasks for installations, implementations, training, upgrades, custom development, and integration projects.

UTILITIES & COMMUNICATIONS

Utility and communication service organizations work remotely to install, maintain, and repair equipment such as electric, phone, water, sewer, telecommunications, wind turbines, and other equipment. Pre-work safety checklists help ensure technician safety. Field service dispatch with mobile access is crucial to get the right technician and equipment on-site with access to information to complete the job from the field.

VETERINARY SERVICES

Medical services provided to large animals on farms or in zoos are provided remotely. Traveling veterinarians must have medical supplies on-hand in their vehicle with mobile access to business systems to access customer account, accounting, and other information. Staff manages remote activities with mobile time and expense management that flows back to appointments and projects.

WHOLESALE DISTRIBUTION

Distributors often service equipment and supplies they sell to customers. Equipment distributors provide installation, repair, and maintenance services. Distributors of chemicals, food products, and other perishable goods offer delivery services to local customers. Field service, route optimization, and appointment scheduling help distributors to manage remote work effectively with mobile applications to capture service details.

LEGAL SERVICES

Law firms and other legal services work with individuals and corporations. Practice management, document management, and specialized accounting with pre-paid retainers and project accounting are standard requirements. Access your system on the go with a mobile-friendly ERP available anytime, anywhere, on any device. Collections management is another crucial feature to automate dunning letters and collection activities for past-due accounts.

EDUCATIONAL SERVICES

Most primary, secondary, and higher education organizations leverage specialized applications for their industry. Smaller, private organizations may opt for general accounting or ERP applications with the flexibility to integrate with learning management systems (LMS), curriculum management applications, and other specialized software. Student and staff management, facility scheduling and maintenance, and records management are standard requirements in the education industry.

SOCIAL SERVICES

Most primary, secondary, and higher education organizations leverage specialized applications for their industry. Smaller, private organizations may opt for general accounting or ERP applications with the flexibility to integrate with learning management systems (LMS), curriculum management applications, and other specialized software. Student and staff management, facility scheduling and maintenance, and records management are standard requirements in the education industry.

OTHER SERVICES

Other service businesses and organizations include personal services such as dry-cleaning, entertainment services, photographers and videographers, hairstylists, funeral services, catering, and more. Most of these businesses use entry-level accounting applications or specialized systems designed for their unique industry needs.

FIELD SERVICE ERP
EVALUATION CHECKLIST

PRODUCTIVITY

FEATURE BENEFIT
Intuitive Easy to learn and use.
True universal availability Access the system from any device, anytime, anywhere to facilitate associates working on the job site and in the office. Easily communicate and collaborate with customers, subcontractors, and suppliers.
Multilingual Work in the language of your choice. Print customer-facing documents (such as change orders) in the language of your customer.
Multicurrency Operate in any currency and convert as needed.
Workflow Automate business processes, approvals, and notifications.
Wiki’s Share information and company documents among any combination of teams, departments, and external users.
Single database Establish a single version of the truth. Eliminate the need to maintain integrations between applications.
Comprehensive Reporting Make faster, better decisions with fewer mistakes. Eliminate guesswork
Document Management Make critical documents available to all key personnel.

Functionality

FEATURE BENEFIT
Multi-entity Support multi-company, multi-warehouse, and international companies, including financial consolidations, intercompany eliminations, and reconciliations.
Financial management Support standard accounting functions including general ledger, cash management, tax management, accounts payable, accounts receivable and so much more.
Quote-to-cash Create quotes, convert to sales order, check inventory availability, perform credit check, manufacturer (if applicable), pick, ship, invoice, and collect payment, all within one easy-to-use application.
Sales Order Management Split orders across multiple warehouses, manage complex pricing/discount policies, verify credit limits, allocate inventory, issue replenishment orders, and accept returns.
Purchase Order Management Automate complex procure-to-pay processes involving multiple products and suppliers. Obtain bids, create requisitions and approvals, convert to purchase orders, receive inventory, and input, match, and pay invoices.
Inventory Management Plan and manage the movement of goods through your distribution network. Manage inventory and control customer and transfer orders. Use multiple locations with lot and serial number tracking and have expired items automatically removed from the available inventory.

Technology

FEATURE BENEFIT
True cloud All functionality is accessible through the internet using a standard browser, eliminating the need for any software installation on the user's device. No additional software licensing is required.
Responsive design View and interact with every page of the application on any device with a minimum of resizing, panning, or scrolling.
User interface Users enjoy the modern look and feel. Customize screens and dashboards and easily access tasks with minimal clicks and an intuitive workflow.
Customizable and flexible With Acumatica, you can modify and customize business logic to meet your company's unique requirements.
Customization using industry standard tools Use industry standard tools and programming languages to perform customizations without requiring the use of proprietary languages or compilers.
Full relational database All system data stored in a relational SQL database. Query data for reporting, Bl, financial statements, audits, and more.
Database export Access and export relational versions of all data for reporting, backup, and transfer.
Upgrade on your schedule Plan upgrades at dates and times that are convenient for you and your company - not your ERP vendor/partner.
Capable of moving to the cloud when you are ready Not everyone wants to operate in the cloud, so the product supports both on-premise and cloud deployments. You can always switch deployment models if and when you are ready.

Value

FEATURE BENEFIT
Multiple deployment options Choose your preferred method of deployment: on premises in your facility, private cloud of your choice, or our public cloud using Amazon Web Services (AWS).
Flexible licensing options Choose whether you prefer subscription or perpetual licensing (depreciable capital expense versus an ongoing operating expense).
Low total cost of ownership (TCO) The total cost of ownership is lower than many other ERP systems. Costs you may incur during the foreseeable lifetime of the product (at a minimum 3-5 years), include licensing, support, hardware, upgrade, and hosting costs. Don’t forget the cost of additional products required to run the system: web server, eCommerce platform, database server, collaboration tools, CRM, etc.
Scale as you grow Acumatica grows with your business. It can accommodate heavier volumes, more resources, and more users as your business grows. Add more resources when you need them. You only ever pay for what you use.
Preserve capital for other business initiatives Cloud deployments reduce the amount of internal IT staff required for hardware and software support and maintenance. They also reduce the need for initial cash outlay for hardware and software purchases, which could be a major concern.
Charged by resources used, not by user Acumatica only charges for the resources used, not the user count like many software companies do. Charging by user penalizes growing businesses.

Risk

FEATURE BENEFIT
Predictable monthly costs Standardizing on a platform allows you to predict your monthly costs for the system, meaning you aren’t vulnerable to spikes in IT costs.
Deploy quickly Eliminate time delay and risk of unplanned costs by deploying quickly with a cloud solution.
Leverage global technology leaders Utilize the resources of cloud hosting leaders like Amazon and Microsoft for their fast response and uptime.
Knowledge of your industry A software vendor with knowledge of your specific industry reduces your risk.
Customer references Cites customer successes using their software in your industry.
Best-in-class security at no additional cost Support platform, web, and computer security leveraging expertise at hosting providers.
Data in the cloud Data on your servers are vulnerable to attack.
Backup and disaster recovery Be prepared for the worst: cloud deployment lowers costs for backup, failover, and disaster recovery.
Simpler integration with other web apps. Utilize web capabilities to integrate with other web-based business applications.
Vendor handles updates and upgrades Your dedicated vendor partner will eliminate the risk of missing an upgrade.

Acumatica works with the tools you
already use so integration is easy

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