Service professionals know how critical it is for technicians and service managers to have visibility around inclusions, exclusions, and coverage for parts, accessories, and services. To efficiently deliver service and maintain customer satisfaction, technicians need to the ability to quickly and easily access this important information. However, customer agreements covering parts and labor for high-tech equipment can be complex.
To organize coverage information into accessible, usable data, it's necessary to have a cloud-based system with the proper tools. However, functionality around customer agreements can be lacking in many ERP systems and many service organizations resort to using manual processes.
Challenges of Managing Customer Agreements
Managing customer agreements manually can create problems, especially at scale. Some of the most common challenges can include:
- Increased Errors and Inefficiencies: Manual processes are, by nature, prone to human error. Manual tracking can often result in missed inclusions or exclusions, affecting compliance and leading to billing disputes and loss of customer trust.
- Lack of Visibility into Pools and Deductible Balances: Without real-time insights, providing accurate updates to customers becomes difficult. Comprehensive reporting is also difficult or altogether impossible.
- Decreased Customer Satisfaction: With no centralized system to define coverage, misunderstandings around entitlements can arise and negatively impact customer relationships.
- Difficulty Tracking Part and Labor Coverage: Tracking which parts and labor activities are covered or excluded can be complicated, increasing administrative burdens and operational costs.
To address these challenges, Legendary Supply Chain helps users by offering a robust suite of tools to track, automate, and report on entitlements and coverage types. Features include:
- Real-Time Usage Tracking: Monitor agreement usage and maintain accurate deductions from service pools.
- Automated Deduction and Balance Calculation: Provides accurate updates on remaining balances.
- Detailed Reporting and Alerts: Generates comprehensive reports to keep all stakeholders informed and sends proactive alerts about balances, upcoming expirations, or required actions.
- Connects with Greater Service Operations: Connects to accounting, service requests, parts management, scheduling, and more.
- Automated Preventative Maintenance (PM) Scheduling: Reduces downtime and improves equipment longevity through automated scheduling.
Equipment and Parts Management
The Legendary system allows users to maintain accurate, up-to-date records of all materials and equipment, including service history and preventative maintenance details. Users can also easily generate PDFs with equipment information and send within the application.
Companies using Legendary to manage their service agreements can expect to see improvements across their operations, including:
- Unified Operations: Operates on a single database that connects all aspects of service management, eliminating data silos and ensuring consistency.
- Comprehensive Visibility: Provides a single view of customers, vendors, and agreements, improving decision-making and transparency.
- Improved Customer and Vendor Relationships: Streamlined processes and accurate tracking foster trust and satisfaction among customers and vendors alike.
Legendary Supply Chain is an end-to-end supply chain management software platform, built on Salesforce. Designed for service and distribution organizations, Legendary Supply Chain helps companies connect their operations in a single database to make business bette
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