Case: Service Workflow Management
Service management is a daunting business without the right tools. Based on years of experience in the commercial vehicle industry, Decisiv has developed an SRM platform that contains all the necessary service management functionality to streamline the service process from check-in to check-out, reducing asset downtime.
Key components of Case Service Workflow Management are:
- Case Management
- Collaboration and Notification
- Inspection Center
- Mobile Check-In
- Mobile Tech
- Parts Orders
- Shared Service History
About the Company:
Decisiv provides a cloud-based Service Relationship Management (SRM) platform that revolutionizes how the service supply chain for commercial assets communicates and collaborates. As the industry leader in SRM technology, Decisiv is driving unrivaled improvement in asset performance and utilization for manufacturers, service providers and asset owners in the commercial vehicle, heavy equipment, and industrial markets. The SRM platform’s ability to harness, share and analyze connected asset data, and to intelligently enable service management, is the key to driving asset uptime and availability. Decisiv is the partner of choice for major commercial vehicle manufacturers, including Volvo, Mack, Hino, Isuzu, Peterbilt and Kenworth, as well as their dealers and call centers, service networks and asset owners.
Builds standard operations that include parts and labor, attachments, and web links to improve speed, accuracy, and consistency in the estimation and invoice process.
Case Management allows users to create service events (cases) that include repair details with complaint/cause/correction commentary, asset build information, and service history information.
Users are provided in-context asset and service information at the point of service. All participants have access to relevant information about the asset based on a user’s function and role.
Capture fault codes from telematics and shop diagnostics tools. Automatically create a case that contains this critical, in-context data to speed troubleshooting and repair times.
To speed the service process and reduce downtime, service providers are able to create electronic estimates and send them to asset owners for approval. Asset owners can approve estimates from service providers and other vendors as well as defer or decline individual line items.
Establish and complete a consistent inspection process and store results for historical tracking and analysis. Consistent inspections result in more effective preventive maintenance for fleets, which translates into less asset downtime, and improved safety. Service locations can expand the range of services provided and increase customer satisfaction.
This web-based solution performs vehicle check-in processes from a mobile device. Users of the mobile app are able to easily find or add a vehicle, see in-progress service events, update mileage or engine hours, include a complaint, add and conduct an inspection, add operations and parts, attach pictures, and assign the service event to another user (e.g. service advisor).
Service providers and call centers can dispatch mobile technicians for remote service and stay up-to-date on the progress of each event, which also means they can provide customers with accurate and timely updates on their repairs.
Manage the parts ordering process in the context of a service event, creating estimates that include parts, the needs for those parts, and time estimations for parts ordering.
The service history for all assets across a service network is available to streamline communication and decision-making. Service providers are able to implement better service practices by reviewing all previous events and identifying potential comebacks.
Decisiv has customized its Case solution to efficiently manage your asset service events and collaborate and communicate with stakeholders in the commercial vehicle ecosystem.
Decisiv SRM helps you connect with the service provider that best fits your needs, and ensures all parties involved in the service process have the information they need at their fingertips to streamline the service event and get your asset back up and running quickly.
With the Vision management dashboard, you get complete visibility into each and every service event, at every location. Vision dramatically improves your management of daily operations across a large and distributed network.