Renowned machine manufacturer and service provider (approx. 1,000 employees) is looking for software to manage full-service contracts.

We are a renowned machine manufacturer and service provider and are looking for software to manage full-service contracts for our customer centers.

This software will be used to calculate, quote, and recalculate contracts. In addition, the software will be used to send customers reminders about upcoming inspections, checks, and similar tasks based on the contracts that have been concluded.

A connection to existing systems is required to ensure data transfers such as customer master data, vehicle master data, or spare parts master data.

The work performed is billed in the ERP system and must be transferred to the system. The customer centers must be able to access the system to obtain the necessary information, record the service rates, and check off reminders.

Current situation

Calculation

Contracts are calculated on the basis of several Excel files, which also need to be revised. These calculations are used to create quotes manually in Word.

Billing and administration

The information required from the concluded contracts is made available to the customer centers (CCs). Due to the different billing dates, the CCs set reminders in Outlook or similar. Billing takes place at the beginning, middle, and end of the month. The service rate is then billed with a 7-series order, which is usually generated from a service case with the flag “external full service.” The order is created manually each month or copied from a previous month if available.

Repair work and maintenance relating to full service are recorded via a service case with the label “internal full service.” The evaluation is carried out using the two labels by an external tool.

Changes to the contracts are communicated to the customer centers by email or similar and must be entered manually.

Target state

Calculation

These service modules should be available for each body type:

• Maintenance (inspection, UVV test, fleet check)
• FULL service
• Mobility guarantee
• Mechanical device (commercial goods or external order)
• Chassis (commercial goods or external order)

The various tasks (working time & materials) should be stored in the modules using a Bh* key (e.g., every 750 Bh). *Operating hours

To calculate a full service offer, the various modules are then entered into the offer based on the body type. The offer then includes additional specifications:

• Term of the contract
• Number of vehicles
• Annual mileage in Bh per vehicle (the individual modules are then calculated based on the annual mileage and the stored Bh keys)
• Type of use (household waste, yellow bag, etc.)
• Customer discount on materials
• Hourly rate for service work
• Distance to the nearest KC, including automatically calculated travel time
• Planned arrivals per vehicle
• Flat-rate call-out charge (if applicable; however, the mileage and travel times are still required for the contribution margin calculation)
• Hourly rates for travel and working time as well as mileage allowance

The calculation should be printable with a contribution margin calculation (according to our specifications) and accessible at any time.

Access and level of detail should vary depending on the employee's role.

Quotation

The calculation must then be used to create a quotation that can be printed or sent by email in accordance with our specifications.

Access and level of detail should vary depending on the employee's role.

Contract management

Contract creation

A contract should be created and printed from the quote generated. The contract text must comply with our specifications and be easy to modify for each individual case.

A billing date (beginning/middle/end of the month) must also be assigned to the contract.

Additional data for the vehicles in question is then assigned to the contract or transferred from the ERP system:

• Body number
• Body type
• Year of manufacture
• GW time
• Mechanical device type
• Chassis type
• Chassis number

It must be ensured that the contract can be modified during its term in order to be able to make price increases and changes to the vehicles (adding and/or removing vehicles) if necessary.

Access and the level of detail should vary depending on the role of the employee.

Billing

Billing is carried out from the customer centers. Here, the responsible clerk must receive a reminder or notification of pending bills.

The monthly service rate invoice should be transferred from the administration system to the ERP with minimal effort and then billed.

Tracking inspections, UVV tests, HU/AU, etc.

Inspections and tests are stored in the contract. These have specific intervals based on Bh and, if applicable, km. The administration system must regularly read the vehicle data (Bh & km) entered in the ERP.

On this basis, the system must be able to send an overview to the respective customer center and a notification (by email or post) to the customer about upcoming inspections.

It must be possible to record the maintenance work carried out or read it directly from the ERP. If necessary, data must be imported from a data logger installed in the vehicle.

All vehicle data (body number, license plate, etc.) must be viewable, editable, and usable as a search field.

Post-calculation

There should be a way to compare the invoiced service rates with the maintenance and repair expenses. Broken down from “all contracts in the year” to “vehicle in the month.”

Customer

The customer base must be transferred from the ERP system. In addition, it must be possible to store contact persons with the appropriate roles and authorizations.

Customer interface

An interface must be created through which the customer can view their vehicles. Alternatively, a data stream can be controlled in a second software program to achieve this.

An app solution and, if necessary, access via a web portal are being considered.

The app can also be used to automatically send reminders to customers.

The customer should be able to log in and view all relevant data relating to the contract and the vehicles. In the app solution, it would be useful to be able to call up the vehicle using a barcode or QR code attached to the vehicle.

The level of detail should vary depending on the role of the customer's employee.

Vehicle management

Each vehicle should have an overview showing upcoming inspections as well as previous inspections and repair work. This data must be able to be read from the ERP system.

The level of detail should vary depending on the role of the employee.

Approximately 25 software workstations are planned.