Manage Service Offerings

Time & Materials Entitlement Logistics Management 

Service offerings determine the type of service you are going to provide to your customers. You can define offerings to include items such as onsite and repair time commitments, pre-negotiated rates for travel and work time, rules for billability of parts and consumables, event charges, as well as fixed fee services. These items can vary by service offering and can be changed mid-stream as you learn more about the work to be performed.

Service Offerings

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  • Service offerings determine what is billable and non-billable for the service being provided
  • Simple checkboxes determine whether labor (standard, overtime, and holiday), travel time, parts, travel expenses, etc are billable
  • Parts can be divided into catalogs where some catalogs are billable and some non-billable. Each catalog can also have it’s own surcharge or discount factor
  • Expenses are divided into categories like travel, parts, consumables and rules can be established that indicate whether the expenses are billable or non-billable
  • Coverage hours and holiday groups are used to determine whether labor performed was done during regular service hours, during overtime, or during holidays
  • Since all of the billing rules are pre-determined in the service offering technicians can simply record the work they’ve performed and the system will calculate the appropriate invoice to the customer

Service Items

  • Service items represent items that the customer may be entitled to based on their service contract or represent fixed fee services you want to provide to your customers
  • Not all service work performed can be billed at an hourly rate. Service items enable technician to indicate they performed the service item and the customer will be billed a pre-defined fixed fee
  • Customers that have a service contract may be entitled to certain service items as part of their monthly service contract charges. Rules can be established on service items that determine billability and surcharges/discounts
  • Technicians can easily record the service items they performed and let the system determine the appropriate invoice for the customer

Service Levels

  • Service levels indicate either the service-level commitments established in your service contracts or represent internal service level targets when a service contract is not present
  • Common service-level commitments include callback or phone commitments, onsite arrival commitments, and repair complete commitments
  • When a case is created the system automatically creates the service-level commitments based on the entitlement selected
  • The system presents the service-level commitments to the user with easy to understand stoplight icons: green is good, yellow is in jeopardy, red is missed
  • Notification rules can be established to alert responsible users when a service level commitment reaches a predefined threshold

Labor Price Books

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  • Flexible labor price books allows you to set up differing rates for all your billing scenarios
  • Labor rates are divided by type: standard, overtime, and holiday. They can then be further broken down into labor, travel, and admin. Multiple labor rate periods can be established to handle progressive billing scenarios
  • You have the option of billing for travel time or for actual mileage incurred. Different labor books can have different travel rates and each labor book may have multiple groups of mileage rates to support progressive mileage scenarios
  • Expenses are grouped into travel, service parts, consumable parts, always billed and never billed expenses. You may decide whether each different type is billed or not based on the inclusions in the service offering. Each expense may also have a surcharge or discount factor applied
  • Parts are grouped into catalogs and individual billing rules can be established for each catalog. This helps group together billable and non-billable parts. Each part catalog may also have a surcharge or discount factor applied
  • You can associate multiple employee types to a labor price book so that the system can automatically apply the correct rates based on the type of resource assigned

Sample Service Offering Screen

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