VServiceManagement

VServiceManagement, offered by Vertical Solutions, Inc. (VSI), is a cloud-based field service management system designed to streamline and optimize service operations for businesses of all sizes. According to the vendor, VServiceManagement caters to various professions and industries, including manufacturing and third-party servicers, residential and commercial servicers, help desk and technical support teams, contact centers and BPOs, as well as medical asset-centric service providers.

Key Features

Field Service Management: According to the vendor, VServiceManagement offers a cloud-first solution specifically designed for complex post-sales service environments. It provides warranty and entitlement management controls, along with field service operations management. Additionally, businesses can design and implement custom business processes.

CRM for Support Services: The vendor claims that VServiceManagement caters to multichannel, multi-client contact centers. It offers agent guidance and CTI integration, enabling businesses to build their own business process workflows. It also provides controls to manage the efficiency of back-end operations.

Professional Services: According to the vendor, VServiceManagement provides solutions to efficiently and profitably manage complex service environments. It aims to improve service response and resolution times while reducing service costs. Additionally, it helps businesses better manage entitlements and increase revenue.

Service Contracts: VServiceManagement allows businesses to manage service contracts, vendor contracts, warranties, and warranty recovery. According to the vendor, it enables tracking of systems, components, and inventory levels. The system also captures service details for product design and development feedback, automates service requests, entitlement approval processes, and parts shipping/ordering.

Dispatch & Scheduling / Workforce Management: According to the vendor, VServiceManagement enhances profitability by ensuring enhanced accountability and force utilization. It offers seamless dispatch and scheduling based on skill sets, workload, availability, and more. The visual dispatch tool provides GPS and real-time updates for efficient field scheduling. The system also facilitates dynamic field scheduling, mapping, and routing using advanced algorithms.

Knowledge Management: VServiceManagement enables businesses to create and manage a knowledge resource to support their teams. According to the vendor, it allows building customized knowledge bases and integrating them with external knowledge sources. The system also facilitates collaboration and information sharing through Wiki processes, improving efficiency and effectiveness by providing easy access to knowledge resources.

Service Guidance & Tip Expert: According to the vendor, VServiceManagement guides technicians through data capture and service processes, ensuring consistent practices. It helps onboard new technicians quickly and ensures adherence to consistent practices. The system gathers relevant data during the request-taking process and provides information for next steps. It also alerts support organizations with real-time information regarding clients, business, products, and more.

Support & Service Contracts, Vendor Contracts, Warranty Maintenance: VServiceManagement supports the full lifecycle management of complex contracts from warranty through retirement. According to the vendor, it handles asset-based contracts, product-class based contracts, and multiple draw-down types. The system automatically applies entitlements, including SLAs, billing terms, and coverage plans. It also helps manage negotiated terms with third-party service providers and equipment suppliers/manufacturers, ensuring timely processing of equipment warranty claims and adherence to defined SLAs.

Inventory for Service: According to the vendor, VServiceManagement provides insight into enterprise inventory from within the field service management system. It integrates with ERP systems to view service parts availability in warehouses, van stock, or distribution centers. Field technicians can place orders directly from their mobile devices, and businesses can initiate parts orders via service requests while creating automated rules and approval processes.

Applied Social for Service: VServiceManagement allows businesses to monitor public social channels to track real-time customer information. According to the vendor, it incorporates private and public social technologies to enhance customer interactions, speed up transactions, and build personalized communities. The system also allows following information about companies, products, sales figures, and more, keeping the entire team informed and up to speed.