URBAN-HAWKS

Field Service Management Software

Features & Capabilities

Features to enhance your service levels

End to End Field Service

Platform Capability

Features

MOBILE ENABLED (IOS & ANDROID)
  • A cloud based application which works in both modes:- online mode & offline mode
  • Faster & more efficient job execution support available for IOS & android devices
MULTI-LANGUAGE*
  • Deploy globally with multiple languages
  • *Supported languages only
OFFLINE SUPPORT
  • Help & support offline
MULTI CURRENCY
  • Invoice with multiple currencies – check availability according to edition

Benefits

Improve productivity by quickly building process pathway. Allows you to focus on the business and not infrastructure.

  • Built on industry leading force.com platform
  • Customer / Client management
  • Faster & more efficient job execution support available for IOS & Android Devices
  • No 3G or WIFI, no problem. Complete jobs on the field with mobile offline support
  • Be able to invoice with support for multiple currencies
  • Deploy globally with support for multiple languages

Asset Tracking & Management

Features

ASSET MANAGEMENT
  • Create new assets
  • Update new & existing asset status
  • Maintaining as installed configuration
  • Capturing warranty & coverage as per asset
  • Capture field replaceable components & units (FRU’S)
  • Manage single or multiple job orders on assets
WARRANTY COVERAGE
  • Assess the validity of coverage
  • Establish expiry of coverage & warranty
  • Track manufacturers warranty start & end dates
CONTRACTS COVERAGE
  • Establish if the assets are managed under asset coverage
  • Track SLAS response times & coverage terms
  • Establish if parts & labour are included in a contract
  • Define parts & labour terms
  • Define replacement terms

Benefits

Drive service revenue by effectively managing your asset base. Easily & effectively manage assets at a customer service location.

  • Enables your business to track internal, customer and competitor assets
  • Maintain a detailed history or record of jobs tracked, connected to a field asset
  • Track contract & warranties coverage on equipment
  • Stop revenue loss caused by inaccurate asset information
  • Improve asset attach rates
  • Available on all iOS and android devices

Clients & Location Management

Features

ACCOUNT MANAGEMENT
  • Set up a customer profile
  • Set up billing terms
  • Manage the specific service to be delivered to an account
  • Track financial status of the account
CONTACT MANAGEMENT
  • Set up profiles for the customer account
  • Track contact status
  • Maintain & update all contacts related to an account
SERVICE LOCATION MANAGEMENT
  • Track service location of an asset, within in an account
  • Set up site profiles for installed asset
  • Specific location of asset at the installation site i.e. 1st floor, 2nd floor, block A
  • Locate contact specific to the location

Benefits

Drive customer satisfaction by understanding the history & status of your customers. Provide a complete service history and financial overview of all your customers.

  • Centralised view of all account information such as assets, service locations, financial summary
  • See full client history of jobs, quotes, assets, invoices, billing history and account status
  • Track all locations, equipment and service contacts tied to a location for easier service management
  • Search clients & accounts using multiple search criteria
  • Your customers can track work, create/ manage appointments, view contracts and billing history

Reports & Dashboards

Features

REPORTS & DASHBOARDS
  • 35 different reports & dashboards available
  • Service profile specific dashboards
  • Management dashboards
  • Technician dashboard
  • Dispatcher dashboard

Benefits

Get an in-depth view of your business with over 35 standard reports and dashboards.

  • Built in reports to track status of business such as asset status, warranty, contract status & job status
  • Build custom reports to manage financial reports by account
  • Quickly track the status of all invoices by account or job
  • Built in standard reports made available to the customer via customer portal

Service Portal

Features

CUSTOMER SERVICE PORTAL**
  • Set up customer self service capabilities
  • Allow the customer to raise tickets, check the status of the job orders, track assets & update asset information
  • View the reporting on SLA’s performance to check the value gained from the service
  • Check invoice & invoice history
  • Access to product manuals, knowledge base & related documentation
  • **Additional License Cost
THIRD PARTY SERVICE PORTAL**
  • Set up self service for the 3rd party service providers
  • View incoming jobs
  • Accept or decline job orders
  • Complete work order execution
  • Immediate signature capture on mobile device at site
  • View stock levels
  • Perform parts order task
  • Submit service warranty claim
  • Enable branding capabilities
  • Access to product manuals, knowledge base & related information
  • **Additional License Cost

Benefits

Keep costs low & increase customer response times by providing self service capabilities.

  • View & manage customer profiles
  • Track job status
  • Create new appointments, manage & reschedule existing appointments
  • View all contracts tied to locations & assets
  • Get complete view of assets
  • Add / Update asset information
  • Create, view & approve service quotes
  • Make payments, view complete billing & invoice history

Scheduling

Features

SCHEDULING
  • Set up regional service teams & technicians
  • Set up & manage technician certification
  • Dispatch job orders to site based on geographical technician abilities & technician skills
  • Manage drag & drop calendar scheduling capabilities
  • Track productive, travel, administration & non productive time
  • Multi technician dispatch
  • Push notifications to technicians
  • Client notifications
DISPATCHING
  • Track closest technician to a job

Benefits

Improve customer response times & satisfaction. Increase technician utilisation with efficient scheduling.

  • Support individual technicians & service teams
  • Quickly assign with drag and drop scheduling
  • Scheduling & map view available on mobile devices
  • Find technicians nearest to a job
  • Schedule customer notifications, arrival notifications
  • GPS tracking, GEO fencing to track technicians & vans
  • Schedule one-off or reoccurring visits

Estimates & Jobs

Features

PRODUCT CATALOGUE
  • Maintain an up-to-date master products list
PRODUCT & PARTS PRICING
  • Maintain an up-to-date products, spare parts cost & pricing
  • Work in multi currencies price book capabilities
CUSTOMER TICKET MANAGEMENT*
  • Log a new case & create a customer service ticket
  • Track & manage the status of the ticket
  • Track SLA’s response & resolution times
  • Create job orders
  •  *A basic ticket managing feature is included in the license,
  • however advanced ticket management will require an additional service cloud license
FIELD ENABLED WARRANTY
  • Enable the field technician to verify job entitled status
  •  To assess the job is covered under warranty
  •  Not give away free service
FIELD ENABLED CONTRACTS ENTITLEMENT
  • Enable the field technician to verify job entitled status
  • Assess the job is covered under supplier contract to determine service terms
WORK ORDER MANAGEMENT & EXECUTION
  • Complete job detail on site to mobile device
  • Capture parts, labour & expenses
  • Capture work status & job status
  • Create service quotes or estimates for jobs
  • Print out customer service reports
  • On site signature capture & capture root cause
MOBILE DEBRIEF
  • Note tasks completed & description of the job parts used
  • Establish & log root cause
MOBILE SIGNATURE CAPTURE
  • Capture signature on customer service reports
MOBILE JOB HISTORY
  • Retrieve information on past service & synchronise  to a location & its assets
SERVICE QUOTES
  • Create estimates, repairs, services, parts, labour & expenses reports
  • Sign off for visits
INVOICE CREATION
  • Create invoice for service visit
  • Create post work order service
  • Instant no delay invoicing
INVOICE TRACKING
  • Track invoices related to a job & settlement status
  • Clear picture of settled & outstanding bills
TECHNICIAN TIME TRACKING
  • Capture technician onsite job completion times
  • Capture technician admin time i.e. training, stock counting & travel time
CUSTOMISED SERVICE REPORT
  • Build business specific job reports

Benefits

Improve, management, productivity & efficiency with work order execution.

  • Create work orders tied to locations & equipment
  • Support Installation, reactive (one-off), preventative maintenance (reoccurring) & other job types
  • Track parts, labour, expenses & invoice amount for a job
  • Support signature capture on all devices for compliance & improved time to invoice
  • Record notes, special instructions, attach documents & photos
  • Create custom work reports to support compliance & audit requirements
  • Capture work on multiple assets on single work order
  • Easily create quotes with custom pricing & capture signature for easier invoicing

Field Inventory & Parts Orders

Features

VAN STOCK MANAGEMENT
  • View spare parts availability
  • View stock quantity level
  • Check parts replenishment
  • Identify out of date parts
  • View nearby stock, stock counting & adjustment
PARTS RETURNS
  • Identify a repairable part for the service pool
PARTS ORDERS & FULFILMENT
  • Request part order, track fulfillment request, shipment & delivery times

Benefits

Track stock consumption & levels in the field. Improve operational efficiency with spare parts tracking.

  • Track stock levels at both warehouse and vans on the field
  • Capture spare parts against truck inventory used on site
  • Initiate parts return and parts order from mobile device
  • Check nearby locations for stock availability
  • View stock levels and stock consumption values

Fleet Management, Tracking & Personnel Tracking

Manage the movement & safety of your mobile workforce.
This application provides complete GPS enabled system of record for managing your fleet allowing higher returns on investments & identify operational snags quicker. The control over mobile assets reduces the tremendous financial burden due to the following reasons:

  • Theft
  • Idling
  • Dispatching delays
  • Over-speeding
  • Unauthorized Usage

Features

FLEET MANAGEMENT
  • Optimise fuel usage by tracking idle time & over speeding
  • Ability to implement pre-set speed thresholds
  • Installing vehicle trackers encourages drivers to be more answerable & to practice safer driving habits
  • Extend life of vehicles in the fleet by stopping jackrabbit starts, harsh braking & aggressive driving
  • This enhanced behaviour will save fuel, reduce unsafe driving & amplify company’s reputation
  • Limit the out of work use by monitoring hours of usage
  • Limit wasted miles by directing drivers via accurate routing & dispatching
DISPATCHING & ROUTING
  • GPS fleet tracking gives real time benefit through optimising dispatching
  • Dispatchers knowing the locations can expedite the dispatching of vehicles that are closest to any job site
  • This efficiency in dispatching is fuel saving, reduces phone calls to drivers on the field
  • Increases customer satisfaction on account of enhanced response times
UNAUTHORISED USAGE &
THEFT PREVENTION
  • GPS tracking provides accurate data when a vehicle is turned ON/OFF
  • GPS tracking provides arrival/departure of a vehicle from a job site
  • Fleet owners will have complete knowledge of how long the employee worked at the job site
  • Reports generated by the tracking software help assist the fleet managers in verification
  • of daily route, stoppages as well as inspect odd hours of usage, such as weekends
  • Ability to pinpoint any unauthorised usage is an add-on benefit of GPS tracking
GEO FENCING
  • Mark Geo Fence on Map
  • Get separate alert for entry & exit of Geo Fence
  • Text Alert to multiple Cell Nos & Email IDs
  • Upload Geo Fence on central server
  • Track movement remotely using web application
  • Navigate using Google Maps on mobile
  • Add Place Mark, Geo Fence on Map
  • Data storage in no GPRS zone

Device Required – Features

  • Compact & Certified GPS Tracker can be hidden in vehicle
  • Internal GPS & GSM antennas
  • Relay circuit to control vehicle ignition in emergency
  • Monitoring of ignition status, speed, towing, idling, Geo Fence
  • Storage of tracking data in areas with no GSM coverage
  • PIN protected SIM Card to prevent misuse

Already Own a Tracking Device?

  • Port it to the platform
  • The platform supports every tracking device
Applications

Software Features

Tracker Device

  • Tracking Platform is a comprehensive web application which is
  • equipped with the features from Monitoring to Maintenance ,
  • & just about everything the fleet needs
  • Accessible from any internet enabled device
  • Integration with Google Enterprise maps
  • Live tracking with replay of historic tracks
  • Fleet management
  • Client specific customisation
  • Integration with ERP & SCM
  • Hardware & Platform Diagnostic
  • Trip management
  • Geo Fencing entry–exit alerts
  • Personalized landmarks
  • SMS/email alerts e.g. over speeding or ignition
  • Scheduled reports
  • User defined & downloadable reports
  • User management with different usage rights
  • A feature-rich Web based application compatible with all major
  • browsers is available for Managers & Administrators to centrally control all
  • the operations. Few important features of the portal :
  • Compact & Certified GPS Tracker can be hidden in vehicle
  • Internal GPS & GSM Antennas
  • Relay Circuit to control vehicle ignition in emergency
  • Monitoring of Ignition Status, Speed, Towing, Idling, Geo Fence
  • Storage of tracking data in areas with no GSM coverage
  • PIN protected SIM Card to prevent misuse
INDOOR PERSONNEL TRACKING
  • Monitor attendance
  • Capture attendance when employee reports to designated area in office
  • Real time monitoring
  • View all employees on floor plan map with 2 metre accuracy
  • Historic replay
  • Replay path to see movement of employee between selected time
  • Entry  exit alert on marked zones
  • Mark rooms or areas with boundaries on the map, SMS alert is sent on configured supervisor numbers

Device Required – Features

  • 5+ Years Battery Life
  • Wireless , no infrastructure changes required
  • Embedded temperature sensor
  • Embedded light sensor
  • Hardware level password to prevent tampering
  • Configurable time & density for different business requirement
  • Fine tuned antenna, optimized transmit strength to cover large area
  • FCC/CE Certified

Benefits

Track stock levels & consumption in the field. Improve operational efficiency with spare parts tracking.

  • Capture real time attendance, monitoring of entry & exit zones
  • for sensitive areas
  • Improve utilization of resources with GPS based Fleet tracking
  • Capture unauthorized usage of vehicles & recovery methods in case of theft
  • Geo Fencing allows for improved customer notifications & accurate billing for onsite work
Multi-Languages* Supported Languages Only
Customer Tracking Management* Additional License Cost
Customer Service Portal** Additional License Cost
Third Party Service Portal** A basic Ticket Managing feature is included in the license, however advanced Ticket Management will require an additional Service Cloud License.