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Service Dispatch Functionality Added to Epicor’s Prophet 21 ERP System

To help distributors automate the service and maintenance process and meet their customers’ needs more quickly and effectively, Epicor Software Corporation (recently combined with Activant Solutions Inc.), a global leader in business software solutions for manufacturing, distribution, retail and services organizations, has developed an enhanced Service and Maintenance module for its Prophet 21 enterprise resource planning (ERP) solution. The Service and Maintenance module allows users to easily enter and process service quotes and orders at all phases of a service transaction.

Using the enhanced module, warranty information and preventative maintenance schedules can be set up at the item level. In addition, service contracts can be attached to particular items, so that every time a related serial number is entered on an order, the system will automatically “suggest” the appropriate service contract. The Prophet 21 service order module tracks labor, technician, warranty, and service information and sets up everything from labor rates (i.e., regular, overtime, and premium) to technicians’ schedules.

Once a service order is entered, the dispatcher can schedule the service by viewing a graphical display of technicians’ availabilities, and dragging and dropping specific labor tasks into an open time slot, which will automatically create start and end times for the technicians to complete the associated labor. In addition, any parts needed for the service will be immediately allocated in inventory for the job.

A new Service Dispatch window allows the distributor to view open service orders in need of scheduling, and helps with the efficient assigning of technician resources. The window can provide relevant information on labor requiring scheduling, such as what needs to be done, for whom, where, and when. The dispatcher can quickly and easily assign labor to a technician in a format that makes it easy to see where each technician should be at any given time. Once a technician has been scheduled to perform labor, they can be notified automatically by the Prophet 21 system. The Service Dispatch window also includes historical information, so the dispatcher can see not only what is coming up, but also previous schedules for the team.

“The Prophet 21 Service and Maintenance module now automates everything from tracking serial numbers to processing warranty claims to scheduling technicians — simplifying the entire service and maintenance process,” notes Kevin Roach, executive vice president and general manager, Wholesale Distribution for Epicor.

News Facts

  • The Epicor Prophet 21 service order module tracks labor, technician, warranty, and service information and sets up everything from labor rates to technicians’ schedules.
  • A new Service Dispatch window allows the distributor to view open service orders in need of scheduling, and helps with the efficient assigning of technician resources.

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