Service Order Dispatching and Management

Fields Service & Repairs

Opportunity

A revenue opportunity in its own right or as a supplement to sales in the shape of after-sales services

A recurring revenue stream with long-running service agreements

An ability to establish an improved customer relationship and satisfaction

A possibility to close the loop with production to support continuous product improvements and develop more competitive products

2

Service Management Service agreements with clearly defined service

tasks and covered service objects

Service level agreements with fixed response times

Service orders that serve both as a work description for the technicians and an information carrier for all revenue-generating transactions

Dispatch board that provides an overview of the activity level and allows load balancing

Repair lines that capture failure conditions, symptoms, diagnosis, and resolution

Dispatch Board

4

Performing Field Service & Repair A service agreement is established to

capture the recurring service tasks

Service orders are created and a field service technician is dispatched to perform the maintenance or repair

The field technician logs the repair conditions, symptoms, and resolution as well as consumption of materials, time, and expenses incurred

The service delivery manager approves the service order transactions and creates an invoice proposal

5

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presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft

cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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