Field Service – Not Just for Service Companies

1. Field Service – Not Just for Service Companies Tom Karpowich Straight Arrow Consulting www.StraightArrowUSA.com

2. Agenda • The Field Service Modules in GP • Traditional Uses of each module • Additional Uses of each module • Returns Options – a deeper dive • Add-On (aRMA) • Q & A

3. The Field Services Modules In Dynamics GP • Contract Administration • Service Call Management • Depot Management • Preventive Maintance • Returns Management

4. Contract Administration • Field Service Use • Service Contracts for items sold • Defining Warranties • Non-Field Service Use • Any type of contract. Particularly if billing is not monthly. • Revenue recognition is independent of billing. • Examples: • Sponsorship Income • Rental income of company-owned assets.

5. Contract Administration Sponsorships Rental Equipment

6. Service Call Management Field Service Use Non-Service Use Tracking Company-owned Equipment Tracking customer purchases (Product Registration) • Scheduling Technicians • Equipment Configurations • Equipment Tracking

7. Equipment Maintenance (Service Call Management) Tracking Customer Purchases

8. Depot Management Field Service Use Non-Field Service Use Repair company-owned equipment/Vehicles Accumulate costs – but invoicing will not take place Utilize Equipment Cards Track History • Repair customer-owned equipment • Accumulate costs • Invoice for repair, if appropriate • Integrates with Contract Mgmnt

9. Preventive Maintenance Field Service Use Non-Field Service Use PM on internally used Equipment/Vehicles Can be used as a reminder system Don’t normally schedule technicians, only reminders that the equipment is due for service. • Typically part of Contract Admin – schedule PM based on contract terms • Automatically suggest dispatch/scheduling based on schedule

10. Returns Management (RTV) • Field Service Use • ‘Returns from Service calls • Customer Returns • Non-Field Service Use • Any Returns from customers (RMA) • Vendor Returns (RTV)

11. RTV – Diving DeeperRTV vs PO Returns Dynamics PO Returns • Primarily designed for processing returns against purchase orders that have had line items received against them, but it can also be used to return inventory that has been moved or returned from a customer. • This module links a line item to a PO Receiving document, which ultimately ties back to the Purchase Order. • If there is no PO available, then the item document that allowed that item to be in inventory must be referenced (item transfer document or customer returns invoice) • If an item to be returned is received, but not yet invoiced, then when the invoice is received, it will not allow matching an invoice to the returned item. Thus, no vendor credit document will be created. • If the item to be returned has already been invoiced, then a vendor credit memo will automatically be generated for the cost of the item.

12. RTV – Diving DeeperRTV vs PO Returns Dynamics PO Returns - Continued • This module is a basic function that will allow items to be returned to the vendor and the appropriate credit documents will be created. However, with this particular functionality, there is no method for tracking RTV statuses or process points from within GP. Further, it is not well-suited for items sent out for repair or if they are to be automatically replaced with a similar item from the vendor. However,

14. RTV – Diving DeeperRTV vs PO Returns Return to Vendor • Returns can be manually entered or can originate from a customer RMA (return) • Can only return from inventory stock – no method exits to reference the original PO automatically • Can collect return ‘costs’ allowed by the vendor. • Restocking costs, guarantees, etc. • Can route to various ‘paths’ • Return for credit • Replace • Cross-ship • Repair & return • Can create and enter return ‘Reason’ Codes • Document/return statuses • Entered • Shipped (From original location) • Received (into Local warehouse) • Ready to ship (Back to vendor) • Closed

15. RTV – Diving DeeperRTV vs PO Returns Return to Vendor – Continued Drawbacks: • RTV does not reference the original PO of the item. However it does recognize inventory no matter where it is. Further, if it is customer owned-inventory that can be flagged as well. • Only inventory is available for RTV. Non-inventory and other items (such as fixed assets) cannot be returned with this module.

16. RTV – Diving Deeper

17. Product Overview • The Advanced RMA (aRMA) Add-on for Dynamics GP will help you to maximize the value of the investment you made in your Dynamics GP solution in a number of ways. This add-on is particularly well suited for manufacturers/distributors and equipment rental companies but has a place in any solution that leverages the Dynamics GP RMA module to service customers. aRMA extends the Dynamics GP RMA Module to accomplish the following goals: • Allow lines on a single RMA originating from many SOP Invoices. • a. Tie the credit amount on each line back to the originating SOP Invoice. • b. Reduce the number of RMAs issued to customers and that they have to manage. • 2. Allow users to Append RMA Lines from varied SOP Invoices to Existing RMAs. • 3. Streamline RMA Entry to improve customer service levels. • 4. Eliminate waste and redundancy in the RMA entry process. • Quite simply, it's an extension of and compliment to the standard RMA Module. • http://www.straightarrowusa.com/microsoft-dynamics-gp/advanced-rma

18. Questions? Tom Karpowich, CEO Straight Arrow Consulting, Inc. TK@StraightArrowUSA.com