Clearview provides and exceeds the standard requirements of a Field or Depot Service Management System and includes the following standard modules:
Call Center with Integrated Knowledge Base
Clearview Call Center helps customer support analysts quickly resolve calls using an integrated knowledge base, providing call avoidance, and minimizing the instances of on-site service. It allows companies to fuse their customer relationship management activities with the rest of their field service operation.
Call Center Desktop
All customers' related calls can be tracked in the Call Center module. Multiple tasks can be tracked on one call with each having the possibility of distinct characteristics. Calls can be quickly added and closed while assigning default and customizable attributes to aid in those heavy traffic call centers. Integrated Knowledge Base allows for call avoidance with the ability to e-mail articles to customers directly while researching the solutions. Call Center Tasks can easily generate Sales Quotations, Sales Orders, Purchase Orders, RMA's and Service Orders to assign and track the resolution of the initial call.
Articles can be manually entered into the Knowledge Base. Articles can also be interfaced from Call Center and/or Service Order to ensure all information is captured. The details assigned the article are customizable and an approval process can be established before the articles are available for use by the Call Center or your Customers.
Clearview Service Order centralizes control of all service planning, scheduling, dispatch, and billing while offering complete tracking of all field and depot activities.
Service Order Desktop
Service calls and Depot repair can be accomplished in the same desktop. Minor differences are captured between the two types of Service Orders but this provides a central repository for all service work. Customer and Product service history is easily accessible from the Service Order. Service details including total billable, total allocated to retainers cost, margin, etc. is available as work is recorded on the Service Order. Real-time inventory usage and cost allocation as well as RMA generation is imperative to ensure accuracy of your inventory. Automatic generation of Back orders for fulfillment from P/O, Requisition or Transfer occurs to ensure your product is available as soon as possible to meet your SLA requirements. File Attachments, Messaging integration, Payment tracking and Sales Commission tracking are also attributes of the Service Desktop.
Graphical dispatch with integrated mapping and optional GPS tracking provides the tools for effective service force management.
Integrated Dispatch and Mapping
Clearview's dispatch board has integrated mapping and GPS tracking to allow users the ability to physically view their customer and technicians locations. Allowing the user a high degree of customer configuration creating different views by browse, color and map location. Users can view available technicians by skill, job availability or proximity to create the optimal schedule. Optimized scheduling interface is also available for automatic and optimizing schedule assignment.
Fully integrated product/asset tracker offers the ability to track products purchased, sold and/or installed and associate products with the customers being serviced and supported. Service entitlement for seller, manufacturer and vendor warranty is also tracked at the product level.
The Product Desktop automatically tracks and controls serialized items throughout their lifetime. Movement history, service history and contract history are all available to the user from the Product Desktop. Service Entitlements for automatic warranty tracking are established, stored and viewable on the Product Desktop. Warranty service entitlements are automatically created throughout Clearview with the start date set based on either the Sale Date of the asset, Installation or Receipt dates.
A complete solution for creating, quoting, managing, and renewing contracts. Includes Service Agreement and Retainer Billing, Preventative Maintenance Schedules and Revenue Recognition.
Contract Administration provides for many different types of maintenance agreements to be established. Contract Types can be setup as templates as well as quickly selecting Products from a list to add to the Contract to expedite entry of the Contracts. Flexible contract pricing can be setup by contract type, coverage, priority, service type and number of P/M's. Billing intervals of monthly, quarterly, semi-annually, or annually as well as any other number of month interval provides for all combinations. Preventive or Schedule Maintenance schedules are setup to automate creation of service orders. Quotation agreements and Renewal process automation with e-mail or contract status monitoring. Revenue Recognition automatically creates Journal Entries for integration into your financial application.
Retainers can be setup for hourly, dollar or per call. Retainers can be setup to notify of retainer depletion within a specific percentage and can be allocated to either Service Orders or Call Center orders. Recognition for the retainer usage occurs when the Service Order or Call Center is invoiced and automatic journal entries are created for integration into your financial application. Retainer usage reports are available to send to your customers as required.
Inventory Control/RMA Processing
Track warehouse and technician inventory levels, fill back order requests with drop ship capability, record min/max warehouse levels for replenishment, in-transit warehousing, etc.
Items can be setup with many attributes that determine how they are used within Clearview. Items can be flagged as stockable or not. Stockable items can be serialized, lot controlled or normal items. Serialized items can be flagged as trackable to ensure all of the movements are interfaced with the Product / Asset tracking module. Items can be of type; Part, Consumable, Serviceable, Labor, Travel or Fixed Price. Items can be assigned different costing methods for Average, Standard or Real / Actual costing. Items can have varying units of measure, manufacturing, pricing, vendor and warranty attributes.
Online Transaction/Journal View
Inventory Transactions can be viewed, filtered, exported and printed from within Clearview. You can also drill down on the details of the transaction to see the Journal Entry created for it. Additionally, you can open the source document for the transaction by double clicking on the record and viewing more information. Inventory Reason codes are assigned to all transactions for reporting and possible G/L code overrides based on the type of transaction.
Back Order Management
Clearview includes a Back Order Management desktop that provides inventory buyers the ability to view, track and control their ordering/back ordering activities. A buyer can inquire on available inventory, create transfers, requisitions or purchase orders to fulfill backorders from all stocking locations and offer the ability to select drop ship information to technician, customer or to a specified address. Transfers can be automatically created for items where stock is available in the restocking warehouse structure. Color, priority and request date assignment can be established to ensure the most important back orders are addressed first.
Inventory transfers can be created for manual stocking requirements or related to Back Orders for Sales or Service Orders. Clearview provides the ability to transfer stock via an in transit warehouse. For shipments that span time, this feature will give you the ability to track the actual location of the item as well as the state of the Transfer.
Inventory adjustments can be created to adjust the details of inventory as well as create new inventory stock records. Adjustments can change the bin, serial / lot #, quantity, cost or state of an existing inventory record. Transaction and Journal entries are created to adjust the valuation of inventory dependent on the adjustment type.
Physical and Cycle counts can be generated in Clearview using a "blind count" approach. Pre Count and Post Count \ reporting and journal tracking.
RMA (Return Material Authorization)
RMA's can be generated for returnable items on a Service Order, stockable items being returned on an Invoice adjustment, created from Purchase Orders. RMA's on Service Orders can be manually created or automatically created based on the Returnable flag on either the item or the service type. RMA Workflows allow for the definition of typical movements for the RMA specific to the type of RMA. Workflows assist with expediting the movement while ensuring the proper steps are followed. RMA Status Monitor and reports provide details on expected returns based on their due dates from Customer and to/from Vendors.
Sales Quotation, Order Processing and Prospect Management
Easily track prospects and quotations and turn quotes into orders.
The Prospect Monitor offers the ability to create and track your prospects and their open quotations and providing a complete view of the necessary details. You can track their progress, export the details to Excel or print them for reporting pipeline details to management. Easily turn a prospect into a customer and approve a quotation generating a Sales Order, Service Order or Contract for the approved details of the quote.
Sales Order Management
Sales Orders can be added to track the sale or issuance of product to Customers. Automatic generation of Back orders for fulfillment from P/O, Requisition or Transfer is done to ensure your product is available as promised to the customer. Sales Orders have the ability to process many shipments for a given Sales Order or Sales Order line. Each shipment can produce a Picking List and/or Packing Slip and will record all of the Shipment details. Invoices can be generated per shipment or consolidated on one invoice when all shipments have occurred. The total Sales and Margin of the Sales Order are available at all times on the Totals screen.
Invoicing and Billing Adjustments
Batch Process and/or automatic invoicing on sales shipment or service order close.
Call Center, Service Order, Sales Order and Contract Administration modules have the ability to generate invoices. Invoices can be batched or invoiced automatically on close or posting of a shipment. The invoices can be printed from within Clearview providing all necessary details including applicable taxes and memos. Invoices and tax details are exported to your accounting system for integration with finance. Journal entries associated with the invoices can also be exported or excluded to allow the financial system to generate the details.
Invoice Adjustments can be done in Clearview for any invoice that was generated there. Adjustments can be done for Pricing changes, Quantity changes, Tax changes or missing charges all together. Quantity adjustments for stockable items will generate an RMA for the expected return of those items. Reason codes can be configured and assigned to each invoice adjustment which can aid in reporting and G/L Code overrides.
Messaging, Reporting, Browsing and Custom Business Rules
Reduce manual steps by taking advantage of Clearview's flexibility, automation and real-time information on demand.
The browsers available throughout the application are very powerful and user friendly. Users can create and save their own browse configurations, create multiple browses, rearrange columns and sort orders. Ability to assign customizable colors to any criteria and the ability to launch the source desktop by double-clicking on the value in the browse (drill-down capabilities). Additional offerings include the ability to print and export the results to Excel, HTML or XML. Our browsers provide for ad-hoc reporting capabilities.
Reports are developed using Microsoft® SQL Reporting Services. This tool provides for ease of modification and for ease of exporting to many different outputs including Excel and PDF formats. Reporting is also integrated with messaging.
Messaging and Escalation
Messages can be sent manually or automatically from Clearview. Messages can contain reports as attachments or embedded in the e-mail or File Attachments. Escalation processes can be setup to automate the sending of e-mails based on missed or upcoming SLA's. Messages to e-mail compliant pagers or faxing services is also possible for additional messaging delivery. Message history is visible from the Desktop for which the Messages are related (i.e. Service Order Desktop).
Customizable Business Rules
Custom business rules (CBR's) can be developed in Clearview to default data, enforce specific data or create / update data specific to your implementation of Clearview. These CBR's are maintained with each upgrade and can be developed by any skilled SQL Developer (Nexterna provided or not). These CBR's allow you to customize the Clearview application to suit your business needs as well as providing for optimization and enforcing data rules set by your organization.
Capture in progress costing and valuation at any time and to generate financial transactions for reporting and/or export.
Full Financial Support
Clearview provides the ability to fully track your G/L transactions for all aspects of your service business. Business rules are configured by each organization to map to their Chart of Account structure. G/L Entries are tracked for A/R (Sales, Taxes, etc.), Inventory, COGS, WIP, Inventory Offset (Adjustments, Unvouchered Receipts), Inventory variance accounts and Revenue Recognition (Contract and Retainers). G/L Entries for Cost (COGS, WIP) are captured for both stockable inventoried items and non-inventoried items. Full invoicing, invoice adjustments and tax reporting is also available in Clearview and can be exported to your financial application.