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Service Collaboration

Service Collaboration & Delivering Template 3.0
Service Operation Process Management
Spare Parts Supply Chain
Repair and Refurbishment Process supporting
Service Channel Collaboration


Service Collaboration & Delivering Template 3.0 allows business users to easily configure applications to streamline your service operation process with spare parts supply chain, and collaborate with your service
or repair partner smoothly. The application captures the service demand from various source, and execute/track the service fulfillment process involved problem ticketing, service order assigning/executing, parts request application\matching\fulfillment\return, return management, repair/refurbishment and quality control. The system also plan and balance the spare parts inventory.

The template offers a comprehensive environment for maintaining optimal spare parts inventory levels and link service operation process across entire service network according to user-definable business rules.
It provides a integrated business process to support various kind of service activities, from on-site customer service, off-site problem solving, RMA(return material agreement), RTV(return tovender)to regular
maintenance, batch replacement process, product upgrading, etc. On the other hand, it manage both the "pull¡± pattern(request&order-driven) and ¡°push¡± (forecast&plan-driven) pattern of spare parts supply chain model, included various service forecast and planning algorithms, parts purchase and refurbishment order generating and automatic parts fulfillment calculation across whole service network. The system also support the process of bad parts return, repair and refurbishment collaborated with distributed parts repair partner. Sockeye¡¯s Service Collaboration&Delivering Template3.0 maintains the service level data(Contract, SLA, response time, etc), and enables manufacturers,
distributor, service partner, repair partner and end customers to work together to experience the best service and maintenance practice.



Business Value
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