Prima Edge Inc

SERVICE CONTRACTS, METER READINGS AND CALL OUTS (CRS LOGS)

Summary of Contents:

1&2. Create Service Contract

(Follow Step 1 if no charges or Step 2 if Rental or Base Unit Charge)

3. Set Up Counters if charge per copy/print

4. Enter Meter Readings each month/quarter

5. Create Service Logs for Technician Call Outs

6. Purchase any parts for the Call Outs

Detailed Instructions: 

1. Creating a Basic Service Contract with no Rental Agreement 

Create a New Contract

• New Record > Support Contract
• Search for Customers name/account no
• Enter Description of contract in Reference box – eg machine, serial no.
• Click Create

Under Summary tab:

• Click in yellow item description box to add a new machine against contract
• Optional: add product code of machine/ Manu. Serial no / Default Engineer
• Save & repeat for each machine

Under Header Detail:

2. Creating a Service Contract with Rental or Base Unit charge per month

Create a New Contract

• New Record > Support Contract
• Search for Customers name/account no
• Enter Description of contract in Reference box – eg machine, serial no.
• Click Create

Under Summary tab:

• Click in yellow item description box to add name of new machine against contract
• Enter the yearly payment value for each machine (eg base charge per month x 12)
• Optional: add product code of machine/ Manu. Serial no / Default Engineer
• Save & repeat for each machine

Under Header Detail:

• Renewal date – can renew at anytime so enter date far in future so doesn’t expire
• Save
• Select Renew button at top (reviews the pricing of the contract)
• Click Load Renewal button
• In the Pop Up screen, click Header Detail tab:
  • Tick open-ended contract (otherwise will stop billing the customer after expires) 
  • Enter Payment start date, frequency & payment value (eg what you will invoice your customer per month) 
  • Enter Renewal Value as the full invoice value for the year (this should be the same as lines total once completed) 
  • In Invoice period, enter -28 days so the invoice lines will be in available lines 28 days before the payment date 
  • Enter Classification (e.g. Services) 
  • Enter Dept & Cost Center if required 
  • Save 
  • Complete Renewal button – OK 
  • If you would like to set an automatic increase on a certain date you can click the ‘price increase’ button and add the date and amount to increase by 

Invoices for quarterly/monthly charge can be created in Invoicing>Sales Invoices>Available Lines

3. Set up Counters (for taking machine readings)

Within Service Contract (find in FSM>Support Contracts):

• Open the machine line (Line Details tab) 
• Go to Readings tab below
• Add Counter and enter:
  • Counter Type – Select Total unless charge copy & print separately
  • Counter name – eg Color / B&W
  • Unit charge – eg 0.045
  • Initial reading = current reading on machine
  • Payment description – if leave blank, will use auto generate with counter name
  • Frequency – eg monthly/quarterly readings
  • Next reading date – eg. 24 June 2013 
  • Classification, eg Contract & Meter reading
  • Contact person
  • Contact medium
  • Good Reading – How many days before next reading you can call
  • Inv Desc Type – Extended will display previous and new readings
• Insert new counter
• If 2 meters, click Add Counter again – repeat as above
• Repeat process for each machine (click next arrow at top right)

4. Entering New Meter Readings:

1. FSM> Meter Readings
2. Change search filter to this month (so only shows what readings are due this month)
3. Open a meter reading and click start reading
4. Enter value in New Reading field and save
5. Click Complete Reading
6. Invoice will automatically appear in Invoicing>Sales Invoices

5. Entering a new CRS log:

1. New Record > CRS Log
2. Search for the customer and enter a reference for the service required
3. Enter the Problem Type and any other filters you wish to use
4. Enter main problem details in the Information field
5. For Charges, go to Parts & Charges tab
   1. If a part was needed, you can add lines in the Parts tab, add a product and tick Chargeable Part & Invoice Separately – If you hold this item in your inventory, the status will be allocated, if not you will need to purchase in POP>Requirements and complete the receipt note before you complete the log
   2. If want to add an hourly charge, go to Engineer Charge tab (need set up against user in Admin first), click in top grey section and click new icon)
   3. OR you can add a total charge for the technician’s time and any additional charges under the Miscellaneous Charge tab
6. To print the full log details, go to Report tab and Print Report
7. You can save the log as Outstanding or In-Progress and come back to add to it by searching in FSM>Call Response Service. There is a tab for interim fixes to add details of each time work was done
8. Once the job has been completed, find the log within FSM>Call Response Service, enter a completion method and notes and click complete 

6. Order and receipt Parts in

1. Go to POP>Requirements & Search
2. Ensure item has correct vendor and price against it
3. Highlight and Click Purchase
4. Go to POP>Orders
   1. If sent electronically, ensure EDI Status says Completed
   2. If manual order, email/phone order though and click Purchase button
5. Go to Movements>Receipts
6. Search & complete the required receipt note
7. You will now be able to complete the service call log once the part has been fitted