Service Linkplus

Hire new devoted staffs with NO salary : Smart Link Agent: The Smart Link Agent Application is one of the key features that can automate all aspects of operation management, i.e. dispatch retrieval,
status updates, warranty claims, and RMA requests without any additional cost.

Features: Warranty Call dispatch from manufacturers and TPA sites are retrieved automatically in real time.; Every incomplete repair service status can be updated to manufacturers and TPA site at your leisure with one click.; Automatic payment claim submission for N.E.W service calls.; Smart Link Agent updates the pending claim status daily to react timely for pending claims and to reduce claim loss.; For RMA requests that must be submitted online, Smart Link Agent can do the job automatically.; Smart Link Agent updates RMA request status daily to users for return parts in a timely manner.; All automation features can be scheduled at the user’s convenience.; Worried about loss of data? Smart Link Agent backs up your data daily.

Benefits: Greater efficiency at a lower cost for better service.; Save administrative and operational cost by streamlining your operation.; Increase revenue by minimizing the possibility of dropped dispatch calls from incorrectly input information or human error.; Save time from manually copying and pasting information between manufacturers and TPA sites.; Faster service status updates for customers.

Operation Automation List

Site	Dispatch Source	Warranty Claim	RMA Request	RMA Status Update
Servicebench	NEW
	Aon	SBO	N/A	N/A
	Frigidaire	SBO	N/A	N/A
	Haier	SBO	N/A	N/A
	Lowes	SBO	N/A	N/A
	Mitsubishi	SBO	N/A	N/A
	Panasonic	SBO	N/A	N/A
	Sharp	SBO	N/A	N/A
	Sony	SBO	N/A	N/A
	Toshiba	SBO	N/A	N/A
	Any Other	SBO	N/A	N/A
Servicepower	Assurant	SBO	N/A	N/A
	BANKERS WG	SBO	N/A	N/A
	Philips	SBO	N/A	N/A
	GE	SBO	N/A	N/A
	Service Net	SBO	N/A	N/A
	Servicepower	SBO	N/A	N/A
Samsung GSPN	Samsung	SBO
	Samsung FE	SBO
	Samsung ME	SBO
LG GSFS	LG	LG	N/A	N/A

Smart Link Agent is now working Under developing SBOStrategic Business Outsourcing N/ASource site does not have this function

Automatic Receipts of Service call Dispatch: Service Link Plus retrieves service call dispatches from major manufacturers and Extended Warranty providers saving substantial amount of
administrative time and cost for service centers.

Features: Warranty call dispatch from numerous Manufacturers and Extended Warranty Providers is retrieved automatically and consolidated onto one list.; Customer details along with product and service Information are retrieved and dispatched on the Dispatch module.; Retrieval interval time can be set flexibly by users.

Benefits: Reduce a substantial amount of administrative time on the part of your service center by eliminating
process to access to manufacturers and Extended Warranty Providers web-sites manually to get
dispatch call information.; One consolidated dispatch window from multiple manufacturers and Extended Service Providers.

Screen Shots: Smart dispatch (Review); One page multi-branch dispatch (List)

Advanced Scheduling & Work Force Optimization: Service Link Plus helps you manage field work force to achieve the optimal balance between service call volume and technicians’
repair & Schedule availability.

Features: Setup pre-defined rules to automatically assign technicians based on skills, work capability, repairable brands and products, and proximity to the job on the day.; Setup work zones by allocating zip codes to each zone and assign each work zone to field technicians in a way to make sure daily route is the most optimal.; System automatically recommends and shows available technicians and time slot based on pre-defined technician’s availability and work zone setting.; The schedule board displays different colors of service orders for each time window to better identify the status of each time slot (Ex: Scheduled,
Recommended, Not recommended, No coverage, Vacation)

Benefits: Maximize productivity of field technicians by improving the first time fix rate with assigning the right job to the best technicians.; Gain instant visibility to your field service operation’s schedule board with technicians routes and work-orders in
one consolidated screen, anytime on demand.; Ensuring that the right job is assigned to the best available technician.; Ensuring that the technicians are not overbooked in their schedules.; Ensuring that your technicians work more and travel less.

Screen Shots: Intelligently divided Geographic
coverage (My Territory); Automatic skill assignment
(Technician Skill); Overall schedule dashboard
(Schedule Overview); Call Management
(unfold all technicians’ schedule)

Customer Management: ServiceLink Plus provides convenient job status tracking tool for your CSR team and your customer to track and search any customers’
service related inquiries

Features: All Dispatched service calls and the service status can be conveniently managed at the call care module.; The outbound module automatically organizes and lists customers who need to be contacted by reason (Ex: Confirm schedule, Parts received, Provide an estimate, , Parts on back order etc.); Search and Track the status of any repair any time in just seconds using various search condition such as reference number,
warranty ticket number, customer name, phone number, zip code, branch, source, and/or technician.; Let your customers have access to Service Link Plus portal to follow up on their repair status on their own time reducing
a substantial amount of administrative time on the part of your service center.; Set up automatic emails sent to customers for appointment confirmation, parts status updates, service cost estimates,
and other status updates reducing number of inbound and outbound calls that you need to make or take.; Users can easily create new service call at the Inbound module.

Benefits: Reduce the number of inbound and outbound calls by utilizing automatic email notification
feature and having customers have access to Service link plus portal to follow up on their repair status.; By having full access to the customers’ repair history, field service professionals can quickly resolve
customer issues thereby increasing customer satisfaction.; Provide quick and easy search for any customer service Related inquiries with the inbound module.; All outbound calls that CSR need to make are automatically listed on outbound module.; The user can view the repair status remarks, notes from call center CSR’s or from extended warranty companies, parts status, and the history
of scheduled appointments, all at once. It is not necessary for the user to move to a different module to handle customer inquiries; By maintaining a complete record of every repaired product, you can improve the efficiency of the service operation.; By knowing the customer’s history of the issues, escalations and resolutions, technicians or agents can tailor their solutions; to fit the unique requirements and needs of the customer

Screen Shots: Zip code boundary based
coverage setting
(Work Zone Setting); Customer Product Coverage
(Brand/Product coverage); Customer Search by
Service (Inbound); Customer e-mail Automation
(e-mail Setting); Customer Status Inquiry Site
(Customer Site)

Work Order Management: ServiceLink Plus provides a technician with real time access to work orders with routings, edit and update function maximizing field
productivity by improving real time dispatch and update efficiency.

Features: Technicians can access their assigned Work orders on-line or on a mobile device maximizing productivity.; The technician is provided with the current day’s work orders which are logistically organized into a route that is constructed and displayed utilizing Google Maps.; The technician has the ability to instantly update the repair status by simply clicking on work orders and entering updated information.; You can Keep accurate track of your parts consumption, Labor expenses and your time contributions.; You can capture, manage and analyze the entire repair problem to resolution path including customer description
of symptom, diagnosis, and repair data in one centralized location.; Technicians can conveniently request parts on the work order module.

Benefits: Maximize productivity of field technicians by providing them with web-based and mobile management tools.; Keep accurate track of repair status In a real time by instantly updating repair status through our mobile solution.; Maximize productivity of field technicians by dispatching new service calls through mobile solution during route.; Reduce Parts request lead time.; Enable seamless status update interactions and data exchanges with manufacturers and Extended Warranty Providers
based on the pre-defined rules so you can save time for status updates to manufacturers and Extended Warranty Providers.; Minimize operational costs by empowering your customers to access to status of pending work orders
through the Service LinK Plus portal, you can minimize the operational costs on your call center.

Screen Shots: Visual routing optimization
(Today’s work Order); Today’s route
(Today’s work Order); My work order
(Service Detail); Parts list and request
(Parts request); Smart update
(Smart Service)

Inventory & Parts Supply Chain: Minimize parts loss by increasing visibility of every area of parts process and utilizing
Seamless parts tracking tools.

Features: Each part is seamlessly tracked and managed on one screen as it is ordered, received, used, and/or returned.; System automatically search parts by model and description through integrated parts Data base.; System automatically lists return items by types (damaged, disuse, dud, wrong order) so return status can be seamlessly tracked and managed.; Requested part items are conveniently consolidated into one list for ordering purposes.; User is able to search and sort orders and inventory by using part #, order#, reference#, or invoice #.; User can create and print labels as user receives parts.; Easily track and manage unused inventory and returned items minimizing return loss.; User can merge different multiple parts orders into one order.

Benefits: Minimize parts loss by seamless tracking of each parts status (Order, Receiving, Return).; Intelligent BPM model clearly shows what parts are to be ordered, received, and returned. Reduce parts management cost.; Maximize utilization of unused inventory by easy search and tracking tools.; Reduce lead time for parts search and order process.; Improve Repair Turn Around Time by utilizing automated parts search and order function.

Screen Shots: Buffer & truck stock utilization (Order); Order Tracking (Order Detail); Inventory Management (Inventory); Return parts management (Return)

Invoicing Management: Automated invoice management function makes warranty claim and status follow-up
easy and costless.

Features: The user can view an automatically compiled list of invoices that needs to be sent for processing and payment by manufacturers,
extended warranty providers, and COD customers.; Users can submit warranty claims and check claims status through Smart Link avoiding the requirement individually access to the
manufacturers and Extended Service Providers web sites saving your administrative time and efforts.; To ensure each invoice is accounted for, the user can easily track its status by labeling it as “Paid”, “Rejected”, “On Hold”,
etc.Invoice amount is automatically retrieved and displayed as users set labor rate table at the setting module.; Invoicing is made simple and is always accounted for whenever work order is completed.

Benefits: Minimize invoice loss by seamless tracking for each invoice status (Paid, Rejected, On Hold, etc); Save administrative time and efforts to manually submit warranty claim and track status by
utilizing Smart Billing.; Expedite warranty processing lead time through Smart Order.; Quick finding and correction for claim error.

Screen Shots: All aspects of billing tables by sources
(billing setting); Easy billing (Billing Detail); Smart billing (Smart Service)

Reports & Business Intelligence: Provide comprehensive and insightful view of your business. Reports cover key metrics such as job status, field service quality,
work zone analysis, sales and accounting

Features: Key metrics of field technician quality, service status, billing status, work zone analysis, sales revenue and much more can be
covered by analytical and graphical reporting capabilities.; Gain insight and quick visibility across your entire field service organization. Work efficiency level of core operational area such as Dispatch/Scheduling,
Outbound calls, parts order to be placed, Billing to be submitted, and work order to be updated
will be graphically displayed on the management dashboards.; Ability to grant the right permissions and access control to any report or dashboard based on user roles.; Service Monitoring module provides extensive tool for executives, managers, and service staff to view detail level of
productivity and job status by branch, technician, work period, and many more search conditions.

Benefits: Provide comprehensive and insightful view of your business for executives and managers to make the right
decisions based on the state of the business.; Efficient Emergency Management : Dashboard shows work efficiency of each operational step
so management identifies which operation needs management’s urgent attention.; Improve operation by identifying problematic area in key metrics of field service quality, billing status,
parts status, and sales revenue.

Screen Shots: Service performance dashboards
(Front page); Pending service monitoring
(service monitoring Detail); Repair aging
(repair report); Parts and return aging
(Parts report); Sales analysis
(Sales report)

SERVICE LINKPLUS