Service

Sicon Service is designed for businesses requiring a solution to track the servicing and maintenance of customers assets, whilst delivering full integration with Sage 200. The inclusion of Sicon Contracts provides companies with an area to manage the storage and billing of relevant maintenance contracts, including the levels of service covered.

This centralised view of customer assets provides clear visibility of key information, including warranty period, last/next service date and service history with parts used. Service Cases can be raised against these assets with appointments scheduled via the easy to use diary.

Details of engineer visits can be entered directly to the Service Case or this can be streamlined through the inclusion of an optional IOS and Android mobile app.* This speeds up the processing of completed cases, whilst reducing data duplication with the app enabling an engineer to record pertinent information whilst onsite, such as appointment duration, parts used, job sheet questions etc. This information can then synchronised directly into Sage 200 ready for the office to check, bill and close, making this a perfect solution for service based organisations.

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Sicon Service and users are available to buy from your Sage Business Partner. Sicon Contracts and Sicon Projects are included with Sicon Service as standard.

Sicon Service App Named User Licence includes the Sicon Web API.

NB: Where purchased, an external address will need to be set up and a SSL certificate purchased by the company if they want to access it without a VPN. Otherwise it will only be accessible on their network.

Sicon Self Service

Sicon Self Service is an End User/Customer Portal enabling users to login and view their logged cases, raise cases and view pertinent project information. Available as an additional purchase.
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Key Features

  • Fully Integrated with Sage 200 | Sicon Service is written within the Sage 200 development environment using the Sage business objects and utilising the latest Microsoft technologies for user interface
  • Single Database | This single view of information provides huge advantages, such as centralised stock management with engineer van stock set up as a warehouse location.
  • Service Portal | Available as an additional module, the Sicon Service Portal provides customers with an area to view their asset information, log new cases and see the status of existing ones, all via a web browser.

Key Benefits

  • Log Service cases against customers, with or without contracts.
  • Despatch stock to external engineers or customer sites.
  • Track SLA’s per case with colour coding and countdown timer to expiry.
  • Assign service cases to a team (e.g. internal support for initial fix then on to external field service), allocate to an engineer and schedule using the diary.
  • Filters available based on geography, skill, type etc. in order to help assign the right case to the right engineer.
  • Track profitability of contracts and service cases using the included Sicon Projects module.
  • Outlook/Exchange integration enables appointments with details of all actions to be carried out for the service  case, to be sent to the engineers email address.
  • An equipment record can be automatically created upon Sales Order despatch.
  • Create appointment and equipment questions that can be completed on the mobile app.
  • Google Maps functionality is provided via Google API integration.

Sicon Modules that Integrate with Sicon Service

  • Contracts | When combined with the Sicon Service module, your customer assets can be linked to a contract to control what level of cover is included. Possible to have multiple assets linked to a single contract line. Provides visibility to show which of your customers assets are currently covered by a contract.
  • Sicon CRM | Integrates with Sicon Service to enable you to easily access end user contact details.
  • Documents | Documents can be added against a service case; either when viewing or amending, or against equipment.
  • Sicon Fixed Assets | Fixed Assets can appear in the equipment register enabling service cases to be scheduled.
  • Distribution – Material Planning | Van stock replenishment reccomendations can be calculated by Material Planning.
  • Distribution – Warehouse Replenishment | Stock Transfers can be created for the replenishment of van stock.
  • Distribution – Preallocations | Stock Transfers generated via Service can be pre-allocated.
  • Projects | Sicon Projects provides the holistic view of all collated costs and revenue that are both service case and contract related.
  • Approvals – Timesheets | Single timesheet view, so that engineers time captured at case level and is visable via Timesheet approvals.
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Find out more….

To find out more about Sicon Service, please contact your Sage Business Partner or contact Sicon direct on 01284 722850.

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