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Good afternoon all -
I need to pick a few brains in the community. We currently have a 3rd party application that we use where we use contracts and have items on those contracts. Also, as part of our business, we have items that we agree to cover for a certain period. Most of the time, we will have the serial numbers of the items the Customer is requesting coverage in advance and would like the ability to upload those into GP. But there are occasions where we will cover the Customer and we will cover everything they want repaired at a flat rate and will need to add serial numbers and coverage for items "on the fly".
Currently, our Service Department will get a Serial Number and if the Item is covered under a "Service Entitlement", they will open a repair ticket for our service department to analyze the problem and determine what parts that need to be ordered from the manufacturer. Once the parts are received, they make the repairs, quality control it, and return it to Customer.
The problem I have is that the 3rd party is ceasing operations at the end of the year and I need to find a replacement for the software. My preference would be to run something out of GP since all the accounting ends up in GP and this is an opportune time to eliminate a few steps for this process.
IDEALLY, I'd like a solution that is somewhat flexible. The 3rd party has done a bit of customization where it sends/receives order information, including placing orders and receives order acknowledgements and shipping notifications from a few vendors and posts that information in what would be termed as a Service Order...all via web communication....not via EDI.
This software is also where we open Field Service calls and the field technicians log their time and parts used.
We are running on premises and are not looking to move to the cloud in the immediate future.
If this is already available natively in GP, please point me in the appropriate direction.
GP is also customizable, you can add have the functionality of sending email for the purpose of order placement acknowledgement, rest Field Service and Contract Management can handle most of the things you mentioned.
Hi Jeff
Core GP Service Call Management will let you open SC, add Techs, enter parts and labor, etc.
GPs Contract Administration has the basic contract functionality you mention - not sure about the 'coverage on the fly' part though - either we have a Contract or we do not. That sounds more like just a service call.
There is no capability to do the web communication order piece as you describe it.
You can download the manuals for the Field Service series here, and take a look at what the core product has to offer:
https://www.microsoft.com/en-us/download/details.aspx?id=1412
Thanks!
Dean
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