CMMS Solutions for Service Providers

Maintenance Management for Service Providers

eMaint provides the tools required for service scheduling and dispatch, work order and ticket tracking, customer service, efficient billing, and mobile access to service information.

Service Scheduling and Dispatch
If you only had to manage a pre-determined schedule, that would be easy. But add in the emergency calls, the repair requests, and after-hour service demands, and now you need an effective work management tool.

eMaint provides the tools to make sure that work is properly dispatched. Work entry screens makes it easy to record the activity, capturing the customer information, job details, and making sure the proper personnel get assigned at the right time. The eMaint Work Order center allows you to know what needs to be done, who it needs to be done for, and who’s going to do it. Work orders can easily be sorted by customer, priority, region, problem type, or other user-definable filters.

Work Tracking and Management
The Work order center makes it easy to make sure work gets assigned and that your team gets alerted via email, text message, blackberry or other mobile devices. You can also record and report on all time, material, miscellaneous expenses and purchases associated with work performed.

The planning and scheduling tools enable you to easily check availability of personnel, verify skill sets required, and schedule the work. The tool includes customizable filters to view work by customer, trade, location, problem type, or any other criteria needed to suit your business process.

Gain Control Over Your Process
Get rid of the white board and sticky notes and implement a system that allows for high customer satisfaction. Powerful PM scheduling tools let you provide the highest level of customer satisfaction and assure that all contracted work is performed on time.

With eMaint, you will be able to calculate response time and completion rates, track performance, and provide customers with greater visibility into your performance and response levels.

Use eMaint as a customer information portal to improve communication, response time and overall satisfaction.

Service Requests
Work requests are a key component to any field service operation.

Let’s face it: there shouldn’t be a “one size fits all solution” to managing work requests. Different customers may have different requirements. For some, simplicity is the key. Our “You’ve got work” feature makes submitting work requests as easy as sending an email. Others require a more robust solution.

The “My Requests” feature not only provides a customizable form for detailed entry of the request, it provides a complete service portal where customers can view their complete service history -- the status of pending, open and past work requests, all with their own secure login.

Invoicing
eMaint lets you print out a detailed professional looking invoice for billing purposes. Nothing slips through the cracks, you’ll have the ability to track all the charges through the work order, produce bills quickly, and provide a detailed invoice, ensuring you get paid in a timely fashion. You’ll also eliminate questions around what the bill is for.

Key Performance Metrics
Dashboards provide up to the minute information on the key performance metrics critical to your profitability:

• New service requests in last 24 hours
• Percentage of work completed last week
• Year-to-date Number of service requests open per customer
• YTD Number of service requests completed per customer
• YTD Labor hours per customer
• YTD Material costs per customer
• YTD Technician utilization per customer
• Turnaround times on work

Users of eMaint X3 experience positive results:

• 26% increase in on-time completion rate of scheduled work
• 40% improvement in work completion rates
• 65% increase in customer satisfaction due to improved communication on status of work requests

Features and Benefits for Service Providers

Features	Benefits
Service and Call Center Dispatch	Improve efficiency and customer satisfaction by easy screen entry of job details to make sure the proper personnel get assigned at the right time. Sort service orders by customer, priority, region, problem type, or other user-definable filters.
Work Request Management	Improve workflow efficiency and customer satisfaction by providing a fast and easy tool for submitting work requests. Maintain customer satisfaction with automated alerts when customer requests are approved, rejected and completed.
Email Request Module	Enables unlimited number of customers to easily submit requests via email that are automatically captured in your eMaint Request Center.
Customer Work and Charges History	Point and click access to all labor and material costs right at the customer level.
PM Management	PM Management with Auto-Generate Capability and scheduling based on any trigger – calendar, meter or condition-based monitoring. Provide an environment of the highest level of customer satisfaction and asset availability. Ensure equipment is maintained regularly, not just repaired when it breaks. Automatically produce and email PM work orders to ensure compliance and maintain optimum equipment performance.
Planning and Scheduling Tools	The “Planner” interface lets you see the work that needs to be performed and assign it to available personnel. The tool includes customizable filters to view work by customer, building, department, problem type, trade, or any other criteria needed to suit your business process.
Inventory Control Tools	Reduce inventory spend and ensure the right parts are available at the right time.
Workflow Manager	Powerful configuration tool that lets you “define rules” -- from auto-assigning work requests, to routing work orders via email, to calculating response time and completion rates -- and customize the CMMS functionality to match your specific business processes.
Personalized Dashboards and Reports	Gain instant access to the key performance metrics critical to your profitability, including: New service requests in last 24 hours Percentage of work completed last week Number of work orders open per customer YTD Number of service requests completed per customer YTD Labor hours per customer YTD Material costs per customer YTD Technician utilization per customer YTD Turnaround times on work
Cost Tracking and Repair Histories	Easily capture labor, parts and materials costs and measure maintenance spend by customer, building, department, cost-center, any user-definable criteria.
Mobile solutions with bar coding technology	Perform inspection rounds, manage work orders, and control inventory using a handheld device in the field.

Pricing Made Easy.   Click the buttons for additional details!

What's included for £31 per user per month?  Hosted on our servers (SaaS Model)  Full-featured Maintenance Software  Backups of your system and data  All system updates and upgrades  Unlimited helpdesk support ...and what other costs should I expect? Please continue reading...   We understand that pricing is an important part of the information gathering process when evaluating CMMS products. When it comes to pricing, eMaint believes that transparency and simplicity of pricing are of the upmost importance. User fees are simply £31 per user per month. However, there are some additional costs you should consider. All of our clients have different needs. Your total investment is determined by 4 main factors:  Are you able to take advantage of the SaaS model or do you require an internally hosted solution?  The number of user logins you will need.  The services needed to successfully implement your solution.  Will you require any conversion of existing data? The best way to get an exact price is to give us a call or fill out the contact form. This allows us to make sure we understand your objectives and that the right elements are included for success.

SDI Industries Launches Maintenance Services Division Using eMaint X3 CMMS

“ eMaint X3 CMMS has helped us grow the service side of our business from zero to over 30 clients in two years including JC Penney's, Nordtstrom's and UPS.” Jim Baum, Director, Maintenance Services, SDI

Background

SDI Industries, based in Pacoima, California, provides turnkey material handling solutions to large-scale distribution centers world-wide. Over the past 30 years, they have evolved from an equipment manufacturer to a total logistics and distribution fulfillment solutions provider. The Maintenance Services Division provides full-service maintenance packages and on-site maintenance technicians to maintain the material handling systems and oversee all of the maintenance functions of a customer's distribution center.

Challenge

The Maintenance Services Division needed a CMMS solution that could be implemented at client locations as part of their full-service maintenance package. They needed a system that could be deployed at multiple locations, had a comprehensive feature set (including integrated inventory management and preventive maintenance) yet was easy-to-use.

Implementation

After a thorough evaluation of several CMMS packages, eMaint X3 was chosen. A user-friendly, intuitive interface combined with flexible configurations (that could be tailored to individual client's needs) were the primary reasons for selecting eMaint X3. After the completion of on-site training and custom configurations, they began rolling out the full-service program to clients. SDI requires that eMaint X3 be utilized as part of every full-service maintenance contract to ensure that preventive maintenance best practices are in place and equipment uptime is maximized.

eMaint X3 is utilized to track all work requests and schedule PM and repair work orders at each client location. Reorder points are set for parts and POs are auto-generated when the on-hand balance falls below the reorder point. They also use eMaint to provide each client with customized reports and graphs at a detail and summary level.

Results

Jim Baum, head of SDI's Maintenance Services Division, notes that although SDI had extensive requirements for a CMMS provider, he believes that eMaint has surpassed their expectations in every way. Thanks in large part to the reliability and flexibility of X3, SDI has been able to grow their client base to a total of thirty active accounts (seven of whom are full-service accounts) and bring on new customers each month.

For its full-service clients -- including distribution centers for Gildan, Argix Direct, IDS, BCBG, Bon Ton and Stage Stores -- SDI uses eMaint X3 to track and manage maintenance of all equipment. SDI field technicians are able to login to their eMaint system remotely via laptops to manage work orders, PMs, and parts requirements for other customer locations, including distribution centers for JC Penney, Nordstrom, Jimmy Jazz, MedTurn, Tommy Hilfiger, and Signal Products, among others.

UPS, one of SDI's largest full-service clients, values eMaint because of its extensive reporting capabilities. The reports, which are auto-generated and auto-emailed weekly and monthly, provide vital data to all levels of management that enable both UPS and SDI to spot trends quickly.

Benefits of eMaint X3 CMMS for Service Providers Ability to quickly adapt to different clients' needs Intuitive interface shortens learning curve Track work requests, PM's, repair work orders, and parts inventory Technicians are able to access eMaint anywhere with laptop computers Auto-generated purchase orders based on reorder points for improved inventory turns Automated monthly reports and accompanying graphs that are customizable for individual clients