ERP goals for service teams

A distributor delivers a machine on Friday. On Monday the Customer reports a fault and asks whether the warranty covers it. The salesperson is away. The service team needs enough information to respond, assign the work and keep the Customer updated without asking them to repeat the story.

Three service checks

• History: Can the team find the original order, the machine and earlier service requests?

• Next action: Is it clear who acts next and when the Customer will hear back?

• Delays: Can the manager see overdue requests and completed paid repairs waiting for an invoice?

Step 1: Find the history and record the fault

When the Customer calls, build the service request from the information already recorded:

• Find the sale. Check the machine, the original order and the agreed terms, including warranty details.

• Check earlier requests. Look for previous faults, repairs and promises made to the Customer.

• Record the new fault. Add the Customer's description, current contact details and the time of the call.

The colleague taking over should be able to find these details without calling the salesperson.

Client record for Electro Motors Inc, Activity tab: events, tasks, commercial proposals and orders with delivery dates and statuses. Sample data in the PowERP demo company.

Step 2: Assign an action and a response date

For Monday's request, the next action may be to ask the supplier whether the fault is covered by warranty. Make three things clear:

• Who acts: name the colleague responsible for contacting the supplier.

• What they do: record the question sent and the response needed before work can proceed.

• When they follow up: set a deadline for the supplier's reply and a date to update the Customer.

If the supplier has not replied, the colleague still needs to update the Customer. Record that update so another team member can take over.

Step 3: Bring delays to the manager's attention

Agree which requests need attention and who checks them:

• A Customer update is overdue. Contact the person responsible and arrange the next update.

• A supplier decision is late. Follow up with the supplier and review how the delay affects the repair date.

• Paid work is complete but not invoiced. Check what is missing and assign someone to issue the invoice.

Set a deadline for each action. The manager needs to see overdue work even when the colleague handling it is away.

The In progress column of the Service requests board: one request is marked 5 days overdue and another 230 days overdue. Sample data in the PowERP demo company.

Step 4: Measure the wait

Measure the first reply separately from completion of the repair. A Customer can receive a useful answer on Monday and still wait weeks for a part or a warranty decision. APQC's Customer experience guide also distinguishes response and handling times among service measures.

Start with three measures:

• First useful reply: time from the Customer's call or message to a diagnosis or a specific next step. An automatic acknowledgement does not count.

• Overdue next actions: number of requests past their promised follow-up date on the day you count.

• Time to invoice: time from completing paid work to issuing the invoice. For warranty work, track completion separately and agree what counts as finished.

Start the response clock at the Customer's call or message, even if the request is entered later. Otherwise part of the wait disappears from the figures.

To compare results later, record your starting values before changing the process. The first article in this series, What should ERP change in your business? Seven goals you can measure, explains what to write down for each measure and when to check it again.

Keep the request visible through to completion

Use the same request to check whether a colleague can:

• Find the earlier order and the latest Customer update.

• See who acts next and when the response is due.

• Spot an overdue action without asking the colleague handling it.

• Issue the invoice once paid work is complete.

If any step requires a phone call or a search through separate files, note which information is missing from the records.