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Sage North America, a leading provider of business management software and services to small and medium-sized businesses, today announced the release of Sage Service Operations, a cloud-based service management solution for service and specialty contractors that integrates with both Sage 300 Construction and Real Estate and Sage 100 Contractor. The solution helps service technicians process work orders and complete associated tasks electronically, improving efficiency and communication, streamlining operations, reducing paperwork, and delivering best-in-class customer service.

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“Service departments of contracting companies live and die by how quickly they can resolve customer issues. The right technician needs to be assigned quickly, arrive with the right parts, have access to the necessary information, and resolve the issue on the first call,” said Jon Witty, vice president and general manager of Sage Construction and Real Estate. “Streamlining field-to-office-to-customer communication enables contractors to deliver excellent customer service anytime, anywhere so they delight and retain their customers of today and win new ones tomorrow.”

Witty adds, “Integrated with our construction-specific ERP systems, which are the most widely used in the industry, Sage Service Operations provides field technicians with the critical information they need while office staff receive real-time updates from the field, resulting in higher quality work and maximum profitability of service operations.”

The solution is tailored to both technicians and customers. Sage Service Operations for Technicians brings improved service management processes to the field by providing field service automation for: work order processing, access to service site and equipment history, sales opportunity creation, mobile purchase order creation, payment collection from the field, and real-time schedule updates. “Previously, our technicians often placed several calls back to the office to get details about the customer or the service request,” said Ken Fleck, vice president of Modern Niagara Group, a Sage 300 Construction and Real Estate customer. “Sage Service Operations puts all the information in their hands. We’ve reduced the administrative burden and enabled everyone to be more productive.”

“Over 100 technicians use Sage Service Operations, and we’re expanding its use to our Controls division,” adds Fleck. “It’s a win across the organization. Our technicians love it, our dispatchers love it, and management can clearly see the business value.”

Sage Service Operations for Customers further enhances the overall customer service experience by enabling clients to “self-serve” and electronically request new work orders and access account information such as invoices, work order status, service request history, and equipment asset lists.

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