RepairCenter™

RepairCenter enables facilities to track and manage the flow of product through the entire return and repair process, from initial receipt and triage to repair, quality assurance and shipment.  RepairCenter is designed for use by any business that performs repair or refurbishment activities, including authorized service centers, repair depots, retail service centers, 3rd party service providers, and manufacturers.  

For businesses authorized to perform in-warranty OEM repairs, RepairCenter is often implemented in conjunction with WarrantyManager to automate and streamline the OEM claim file process.   For organizations with end-to-end product service and repair objectives that include retail and on-line channels, RepairCenter is implemented in combination with ServiceCounter, InventoryManager and ServicePortals.  Common RepairCenter integrations include inventory and/or ERP systems. 

RepairCenter Features

• Unlimited Configurable Workflows Streamline Operations:   Repair workflows created and refined by your business administrators support each different product, customer and business program with a unique process, data capture and validation set to ensure consistency, efficiency and customer service excellence.
• Validations Ensure Data Integrity and Reduce Rework:  Information captured in a work order is analyzed at each step in a workflow and must pass validation before a user can move forward in the process, ensuring the most accurate level of data collection and resulting in a reduction of rework.
• Automation and Information Accessibility Improve Productivity:  Product specifications are determined automatically upon work order creation making associated warranties, repair history, service bulletins and parts list available for review on the work order at anytime in the workflow process. 
• Key Performance Indicators Enable Maximum Business Insight:  All data captured is used for measuring key performance indicators, establishing benchmarks, enabling trend analysis and providing real-time visibility into service and repair activity across all work in progress.
• Warranty and Workflow Rules Enforce OEM Compliance:  Configurable warranty validation schemas and customized workflow processes ensure repair and service data is captured specific to unique model requirements and in compliance with OEM warranty claim specifications.  Use ServiceCentral's WarrantyManager to automate claims file process.  

RepairCenter Functions

Work Order Management

• Manage work in progress with unlimited configurable lists views based on any combination of data elements; for each list view determine fields displayed and column order, data filters, user access and number of rows.  
• Utilize fast data entry with scan technology and quick status change capability for bulk work order updates, shipping and receiving functions. 
• Define and determine the workflows available for use by customer and model.

Repair Bench

• Workflows determine the path each product will take when processed, including the steps required for completion, fields displayed at each step and associated data validations.
• Product information, including warranty is automatically validated with user configurable warranty schemas.
• Validates parts and repair codes based on product's manufacture, model and warranty specifications.
• Parts consumed within workorders are provide real-time updates to InventoryManager stock levels.
• Provides historical service and repair information for each piece of equipment by serial number tracking.
• Add attachments, view service bulletins, and access on-line reference and repair manuals.
• Capture all pertinent repair and service data for warranty claims in compliance with OEM requirements.

Shipping & Receiving

• Tracks incoming and outbound shipments through a manifest system.
• Receives bulk product in time using scan technology, integrated manifest file.
• Initiate, receive and track RMAs (see ServicePortals for customer RMA web interface information)

Product & Parts Management

• Maintain all manufacturer, brand, product, part and repair code associations.
• Build product and warranty validation schemas based on unique product serial number and warranty specifications.
• Track parts consumption for reporting, utilize InventoryManager, export information as needed to alternative inventory system or opt for integration.  

Administration & Reporting

• Refer to ServiceManager & ServiceIntelligence for system administration & reporting features.