Service Orders
Everything in it's right place.
The Service Order is where you'll spend most of your time in Servo. It contains your customer details, the serviceable products and their accessories, all the products, service parts and services from your inventory as well as all your notes and their attachments (POP, EUCLA, damage photos, etc). It tracks who is working on the case and when. Each Service Order has a descriptive status and belongs to a queue (which is basically a folder for certain type of work).
All transactions with GSX are handled seamlessly from the same Service Order interface. Lookup parts and prices, create Carry-In repairs, print return labels, return DOA parts, etc. A Service Order can include multiple products and GSX cases or it can include none - it's entirely up to you. Creating a Service Order is so fast and simple that you could also use them to manage customer calls for further follow-up.
Servo supports multiple Service Locations and a Service Order is always assigned to one and can easily be moved between locations. A case can also be escalated to multiple technicians, all of whom will receive notifications relevant to that case and can see the order on their homepage.
Search
Find it, whatever it is. Fast.
Having a great tool to collect and manage your service data means nothing if you can't find something quickly, that's why Servo's search has been specifically designed to be as inclusive, far-reaching and easy to use as possible. Perform GSX warranty lookups based on serial numbers, look up parts with part numbers, partial descriptions, EEE-codes. Find Service Orders by partial customer name device serial number or even phone number - all from the same search field. If it's there, you'll find it. Fast.
For more detailed searching, Servo also features advanced search which lets you limit results or various criteria such as creation date, technician, device model, etc.
Notes and Messages
It's about communication.
Effective communication both with the customer and inside your organization is key to providing good service, that's why there's basically no difference between a Note and a Message in Servo. A Message is simply a Note with one or more recipients and the recipient can be either an email address or a phone number. Notes with an email address are sent via SMTP and notes with phone numbers as SMS messages (Servo supports 3 different SMS backends).
Need to send your customer a cost estimate? Just print it to a PDF, attach it to a Note and send it straight from Servo. The customer's reply can also be automatically inserted into the Service Order by using a dedicated IMAP account.
Often-used notes (like ready-for-pickup notifications or order status updates) can be saved as templates that can be quickly reused by using auto-completion. Templates can also include variables, such as the customer name, order sum or almost any information included in the Service Order.
Servo also notifies your technicians of relevant events such as service order status changes or note updates either by email or from the built-in notification menu.
GSX Integration
Now with 100% less copy & paste!
Servo allows you to perform all the main functions of GSX without ever leaving the app. Do warranty, part and repair lookups, create and complete Carry-In and Onsite repairs, issue stocking orders. Return parts, check repair statuses, return DOA parts, update part serial numbers, print return labels. Skip GSX troubleshooting entirely. It's all there and if it's not it will probably be added soon.
Stock Management
More than just parts and services
Servo's inventory system was designed for a service shop from the ground up. Products can have both stock and exchange prices, which are automatically calculated by markup criteria you've provided every time a GSX parts lookup is performed. Products can also be easily assigned to specific device models using tags. The inventory is where you'll also find all the necessary service part logistic functions.
In addition to that we also have all the usual stuff - hierarchical product categories, tags, product images (which are automatically downloaded from GSX), location-based inventory slots, stock limits with automated alerts, warranty details, serialized products, etc.
Statistics
Track your progress in time.
Servo lets you track how your service volume is changing, per location, service queue or location. How many orders are created and how many are completed? How long does work take to complete? How is the workload distributed between technicians, locations and queues? It's all there, in glorious (or gruesome) detail.
