Service Management - Stand Alone, or built into your ERP

Infor Service Management (ISM)

Service Van

Combine function and strategy.


Completing service requests isn’t enough. A world class service organization is also about strategy. It’s about insights into parts
availability, workforce readiness, scheduling optimization, and sales opportunities. A service company today has to be smart. Managers have to make decisions quickly and with confidence, based on real-time data they know is accurate and complete. No guesses.  No day-old spreadsheets from isolated systems.


Managers aren’t the only ones who need data. Providing a customer with efficient, cost-effective lifecycle management of technical equipment is a team effort, involving many departments, from accounting to warehouse management and
shipping. Front-line agents, billing clerks, and scheduling/dispatch managers all require information. Most importantly, it must be information from one shared, real-time database. That’s the only way to prevent costly, dangerous gaps in communication, discrepancies, delays, and errors.

ISM Functionality

Contact Center—Provide front-line agents with detailed, up-to-the-minute information they need to answer questions quickly and screen service requests.
Work Orders—Manage the order through the entire process with defined workflows and automatic escalations and alerts, ensuring that exceptions are handled quickly.
Scheduling/Dispatch—Assign the right technician to the right job based on location and skills.
Service Contracts—Manage multi-tier service contracts and extended warranties with ease.
Service History—Track details of purchases, contract status, services performed, and previous resolutions down to the component level.
Warranty Management—Process warranty claims on units and parts with improved efficiency.
Plant Maintenance—Schedule preventive maintenance on internal assets to prevent unexpected down-time and extend life expectancy of equipment.
Accounting—Manage the complete financials of the organization, including partner, contractor, and franchise relationships. Multi-language and multi-currency capabilities support global growth.
Sales/CRM—Create and manage campaigns and accounts. Track the sales pipeline and projections. Enable front-line agents, including field technicians, to provide quotes and sell replacement units/parts.
Distribution—Supports flexible pricing and inventory systems for distribution models.
Inventory—Accurately track inventory levels by lot, serial number, and location, maintaining minimum levels and ensuring availability of essential materials and parts. Make sure you have the parts when and where you need them, so service can be completed on time.
Purchasing—Manage vendor relationships for improved costs savings and product performance.
Analytics—Set up and track your Key Performance Indicators (KPIs) with easy-to-use ad-hoc report writing tools that drill-down into real-time details. Add graphic gauges to critical screens for at-a-glance continual monitoring.
Workbenches—Consolidate commonly used role-based screens into dashboards with workflow diagrams and KPI-tracking gauges, improving productivity and performance.
Mobile—Optional module. Provide field technicians with mobile devices (hand-held or laptops) to maintain remote access to critical information such as unit and service history, account and service contract status, parts availability, and pricing/sales capabilities. Field access to data helps technicians make decisions about repair options and best uses of resources, increasing productivity and speeding resolution rates.
Web—Optional module. Provide employees, contractors, franchisees, dealers, and customers with remote access to data through an online web portal. Self-service access adds convenience and speeds service resolution.

  Infor Certified Organization