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Our field service software is also designed for companies that need software to
manage service lifecycle management, but don’t want to lose the flexibility to customize
their own software implementation.
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Alert Customer Service Request System
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Logging Trouble Tickets, Service Calls, Work Orders, Contact Center requests; |
Alert Workflow
Alert delivers a quick and simple trouble ticket
entry form, a work order detail screen or for something specific the Alert forms
designer.
Simple trouble ticket - Need to track just basic contact and problem information–
then use Alert’s simple incident form.
Work order detail entry – Use this entry screen when you need to monitor contract
and warranty entitlements, access customer assets, enter parts requirements, or
record detailed work activities. We give you the right software for the right job.
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Field Service Screen Sample
Click the thumbnail to view full Image |
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Design you own – If you have very specific data entry or customer entitlement requirements,
then use Alert software’s forms design tool. You decide which fields appear in the
entry form, their order of appearance, and the rules that define a completed service
request. Let Alert software cross check your policies so nothing is missed.
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Email
Allowing your customers to email their service call requests is sometimes the most
convenient way of communicating requirements.
Let Alert software take that inbound email and automatically convert it into a work
order request then send back a confirmation email with the trouble ticket attached.
You can continue this process of communications until the call is closed. |
Web Portal Screen Sample
Click the thumbnail to view full Image |
Customer Service Web Portal Requests
Alert software delivers a customer portal to bring the convenience of the web to
your customers.
Let your customers quickly add trouble tickets, monitor status, and receive notifications.
Add Alert’s knowledge base to their portal to reduce support requests. You can also
give them access to site location and equipment inventory maintenance.
Open project views are also available.
Isn’t this the flexibility you’ve been looking for?
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Integrate Equipment Diagnostics Systems
Alert software can work with leading equipment monitoring systems to generate trouble
tickets automatically; This software’s open architecture uses Microsoft’s premier
.Net technology.
By using web service components we can avoid the intricacies of every system. Just
let us set up the right service to provide a well integrated and scalable environment. |
Preventative Maintenance
Manage your customer’s recurring service programs. Alert software allows you to
set up the recurring schedule, assign the resources and parts so work orders can
be generated automatically. No more missed commitments.
Once your call is logged, your experienced staff will have the resources necessary
to resolve calls accurately and quickly. That’s why you've created policies and
procedures for service fulfillment. Now let Alert field service software workflow
system help you execute. |
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Alert Workflow and Escalation Tools
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Your Service Fulfillment Guru |
You entered the customer request, and you know how to fulfill it, but will your
field service software management system support you or just slow you down?
That’s why we designed Alert field service software to be highly customizable; easily
accessible by customers, employees, and partners, and most importantly a business
workflow engine to define your business so nothing is missed.. |
Field Service Work Flow Screen Sample
Click the thumbnail to view the full image |
If
you mainly do remote support you need Alert’s workflow to help you easily track
resource time, and post resolutions back to customers with the fewest keystrokes
possible.
Are you a large service operation with
many lines of business, with regional branches, and field teams. Alert software‘s
workflow tool can be configured to implement your business rules for notification,
resource assignment, technician’s acceptance, parts fulfillment, timesheet and expense
approval.
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Do you check your resource schedule
first before committing resources to a customer’s installation requests? Alert’s
field service software workflow tool can easily pass your critical dates and times
to the visual scheduler and get the next available time window before you go any
further.
Let
Alert software display a catalog of services to choose from. Then enter the quantities
required and you can easily tally the total service delivery.
If you are a service company that needs to collect equipment, inspection information
or test data, then use Alert’s field service software workflow tool to standardize
your procedures, collection points, and approval processes.
Alert’s workflow and escalation tool makes the field service software fit
your business and not the other way around. This flexible process modeling tool
allows you to easily design and embed your best practices into your customer-facing
interaction systems. This ensures customer service consistency every time. |
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Resource Planning and and Scheduling
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Alert software provides a powerful set of resource management
tools that increase resource efficiencies, optomize project planning, and maintenance
repair scheduling.
These tools will help you balance and optimize valuable resources. These resources
can be defined as technicians, consultants, equipment, or sub-contractors.
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Scheduler
Alert software offers two online scheduling engines.
The first allows users’ familiar with the most popular calendaring application in
the world - Microsoft’s Outlook to easily adapt to Alert’s scheduling interface.
You can easily drag and drop work orders, service calls, and project tasks to one
or many resources or crews. Resources are automatically dispatched by Alert software
sending email, or calendar exchange notifications.
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Field Service Scheduler Screen Sample
Click the thumbnail to view full Image |
Acceptance and edits in the field are easily transmitted back to the Alert Scheduler
via the same methods.
Alert field service software also provides technicians direct access to the Alert
scheduler through a simple web portal, laptop or PDA device.
Features Include: |
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Drag & Drop graphical scheduling |
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Crew assignment and commitment
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A view of multiple employee schedules in one view
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Search and schedule based on multiple selection criteria
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Updates via Resource Mobile device or Web Portal
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Updates via Microsoft Exchange support
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Updates via Microsoft Outlook Calendar |
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Scheduling Board
The second field service scheduling tool is designed to handle larger organizations
scheduling and consultant assignment needs. |
Scheduling Board Screen Sample
Click the thumbnail to view full Image |
This efficient design allows you to see the resources as rows and date time windows
as columns.
Take advantage of the powerful filtering options so you can have your own personal
scheduling views.
Now your project managers can plan, assign, and load balance their resources at
the corporate level, while local branch managers in the field can focus on their
specific territory.
Features in the Alert field service scheduling board Include: |
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Advanced selection filters for job roles, territory, skills, certifications, etc. |
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Create personal view of resources, project tasks, appointments, outstanding service
calls |
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Access the "Find Next” available resource engine |
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Drag and Drop graphical scheduling |
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Schedule technicians, equipment, and project tasks |
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Updates via Resource Mobile device or Web Portal
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Updates via Microsoft Exchange support
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Updates via Microsoft Outlook Calendar |
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Schedule
Recurring Appointments, PM's and Managed Service Partner Alerts
For customers on a managed service plan, or preventative maintenance schedule, Alert
software has the scheduling tool for you.
Create your work order templates with the tasks and materials defined. Then match
the customer profile and equipment to the template. Then you define the recurring
cycle, from a simple monthly program, to very specific requirement like “Every 3rd
Thursday in the month”. This provides the customer service level your customers
demand.
Alert software can batch work orders automatically, schedule the resources, and
allow you and balance workload. |
Technician/Consultant Mobility Access - How to Get the Word Out There
How to get the word out there! The most challenging aspect for most modern service
organizations is how to keep constant communications going between the field and
their respective offices.
More and more technicians and consultants in the field are carrying mobile devices
with well known applications. The most popular being laptops with Microsoft Windows
applications and internet access or PDA’s with voice and data applications. That’s
why at Fieldpoint we designed our Alert field service software to support these
tools.
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Now data be collected and maintained as close to its source as possible to improve
speed and accuracy;
Laptops and the Internet –
Employee Portal 24X7 browser based accessibility. With a laptop device and access
to the internet, all a mobile technician or consultant has to do is open up their
browser to access the Alert web portal.
You can do anything you can do at the office.
Popular connections are wireless access via “air cards” or from a local network
(customer, hotel etc.) You can also incorporate Alert field servicesoftware views
into your Microsoft SharePoint implementation.
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Field Service PDA Screen Sample
Click the thumbnail to view full Image |
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If your
carrier provides internet access, you can do just about everything you do on the
laptop on a smaller screen format: |
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View Today’s appointment
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View all calendar appointments
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Enter labor, travel, and materials |
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Capture Signatures |
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Update work order status and equipment condition |
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Enter labor, travel, and materials for project tasks |
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Create new work orders in the field
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Create and update appointments in the field |
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In fact with Alert software mobility access on PDA’s you can configure and customize
the mobile screens and workflow to exactly the way you run your service business.
That right! It’s all managed by the same toolset we give you to manage the back
office application. Now that’s how Alert software keeps you productive while keeping
costs down!
That’s how Alert software keeps you productive while keeping costs down! |
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Already have your exchange calendars synchronized
wirelessly with your resources PDA’s. Great, just add the Alert software’s Microsoft
exchange integration components and you get this: |
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Calendar appointments synchronized with your mobile |
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Alert software will automatically populate trouble ticket or work order information
like; Customer, Contact, Address, Task Notes, Due Dates etc. You decide what information
they see! |
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Change existing appointments, or create appointments for when you are not available
for billable work like vacation, doctor etc. |
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Combine this with Alert software’s wireless PDA’s with internet access and you can
enter timesheet information, task completion notes, enter parts, create new service
calls, and create new appointments. That’s right directly on your PDA. |
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Do you have technicians or consultants already keeping up to
date just fine with Outlook? Well we at Fieldpoint understand that. That’s why we
poured so much R&D into making Alert software work together with Outlook the
client.
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Alert software calendar appointments synchronized with your exchange server |
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You can edit calendar appointments and the exchange server will update Alert software’s
calendar.
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Alert software will automatically populate the calendar appointment in Outlooks
with trouble ticket or work order information like; Customer, Contact, Address,
Task Notes, Due Dates etc. You decide what information they see! |
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Alert software provides addition forms to enter timesheet information, task completion
notes, parts, and expense – That’s right directly from your Outlook client that
already installed and running – That’s productivity increase while keeping costs
down!
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Not connected? No problem, just keep updating the information and when the connection
is made, everything is synchronized for you.
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Connected to the Internet – You can have default links appear in the message to
communicate task or work order acceptance to keep home office up to date.
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We know email is still the strongest communication medium used today by service
organizations. That’s why Alert software supports email for inbound and outbound
support.
Inbound emails can automatically (server mailbox monitoring) or with a manual push
of a button from your Outlook client. Outbound email can be also be sent from within
an Alert form (trouble ticket, customer record, open project, resource record etc.)
by a simple manual push of button.
You might want to automatically send outbound email to technician, consultants,
or contractors automatically for customer notifications and confirmations; all support
by Alert standard tools. |
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Customer Billing
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Time and Billing |
Alert’s time and expense automation
system makes it easy for firms to capture all hours and expenses, both billable
and non-billable. Time and expenses are automatically routed to designated approver(s),
shortening billing intervals.
Timesheet Entry: |
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Collect data close to the source (Web Based Timesheets, Outlook Client add on forms,
Mobile PDA time capture |
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Enter labor, travel, parts, mileage, and expenses
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Format your own timesheet screens with Alert's customization toolset
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Alert’s scheduling application auto populate timesheets with confirmed appointments
so all the technician has to do is enter completion information |
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Supports off-line time, parts and expense entry through Microsoft Outlook Client.
Alerts software’s add on forms required.
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Create business rules for timesheet processing with Alert software’s workflow tool |
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Flexible billing options give managers detailed control over client invoices. Invoice
routing, verification, and approvals allow the necessary levels of management to
increase invoice accuracy. |
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Create a catalog of Time and Material based rates |
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Labor and travel rate pricing |
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Overtime pricing
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Weekend and Holiday based rates |
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Ability to write-up, write-down and write-off records |
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Issue Credit/Debit memos as appropriate |
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Invoice history tracking
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Integration to financials with QuickBooks and Microsoft Dynamics |
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Location tracking for accurate taxing |
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Create draft invoices for review, editing, and approval workflow |
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Email or print invoices based on customer preferences |
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We know not
all service organizations bill on a time and materials basis. Alert software provides
your customer service personal with an optional easy to use online catalog.
Pick your quantities by category, and let Alert generate the detail services or
parts lines on your work order. Alert will then generate the invoice for you automatically.
Alert software’s customer billing system for flat rate services: |
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Configure a catalog of flat based rates |
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Configure a catalog of flat rates with time period windows e.g. Installation service
flat rate up to 4 hours. If it takes 6 hours you can apply a flat overage rate,
or pick up a time and materials rate
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Support travel trip charge billing by customer territory
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Record technician or consultant mileage and let Alert translate it to billable line
items
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Access to On line Catalog by service category for quick data entry
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You can always bill for materials directly through Alert software’s customer billing
system without requiring additional software applications.
But, if you already have Microsoft Dynamics GP financials, inventory and purchasing
- Add Alert software by Fieldpoint integration to GP and you have a complete parts
logistics and service billing system completely streamlined.
We have incorporated the latest web services tools offer by Microsoft Dynamics GP
.NET. No more upgrade and maintenance worries. This technology was designed to take
all those headaches away.
You also get features like the following: |
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Synchronization of companies, addresses, contacts, products, and vendors |
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Alert parts requisition turn into GP Purchase Orders |
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Alert parts consumption turns into inventory transaction in GP |
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GP Parts inquiry by stock location views available directly from Alert Parts Entry |
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Alert Customer Billing turns into GP SOP Sales Order Invoices
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The best feature is that you continue to process your Microsoft Dynamics GP transaction
like you always have.
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Reporting and Information
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Alert software deliveries 100 or standard reports
you can start using right away.
For our customers requiring the ability to extend standard reports, or generate
new ones, Alert software supports the Crystal reporting tool, and Microsoft SRS
– SQL reporting services. This allows you to create a report and having it run directly
from Alert software’s menu system.
If you already have a different corporate reporting tool accessing the Microsoft
SQL database, no problem, there are no restrictions accessing the Alert database
for our licensed customers.
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