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.