What is the solution?
Kewill Service Logistics System (SLS) provides a complete suite of integrated functional modules to manage the execution of the entire service supply chain from end-to-end, in a multi vendor outsourced service environment, within one software application.
Call Centre
Kewill SLS call centre module is used to manage the customer experience. It provides functionality to manage and maintain the profile of each customer. Working through configurable work queues and escalation levels, agents can create and manage cases according to severity and criticality. They can capture symptoms, diagnose problems and trigger resolution activities including triggering orders for replacement of defective products. At all times the agent can see the real-time order status in the repair shop and in the logistics process.
The call centre module offers the possibility to setup up triggers to automatically push important order status updates to customers at various stages of the service process. The precise moment, the conditions and the content of these communications can be customised at will.
Order Desk
Kewill SLS Order Desk provides the order processing team with the necessary functionality to place and manage service orders on behalf of customers. Order types include Advance Exchange, Swap, Repair & Return and service windows range from immediate to next day and scheduled. In a time critical environment, Kewill SLS enables global automatic sourcing of spare parts from FSL stock holding taking into account delivery deadlines and travel time. It has built in monitoring tools and automatic alerting mechanisms to ensure that potential delays are quickly identified and alarms are raised.
Control Tower
Kewill SLS provides a Control Tower with dashboard visibility to ensure that the entire service delivery process can be easily monitored and that visual alarms are triggered to indicate any potential delays, bottlenecks or failures in the service supply chain. It has a precise drilldown capability which enables the Control Tower to focus on the root-cause and speedy resolution.
Transport Desk
Kewill SLS Transport Desk provides the capability to manage the logistical and transportation processes. It provides the functionality to automatically keep the customer updated on the latest order status and captures the proof of delivery - used to measure the delivery performance service level. Kewill SLS has the capability to determine which transport company to use based on parameters such as cut-off time, urgency and services available.
Kewill SLS automatically prints waybills and tracking labels for the major global package delivery companies such as UPS, DHL, FedEx and TNT. It generates and communicates electronic manifests to each carrier and retrieves up-to-date, real-time order tracking information.
Stockroom
Kewill SLS Stockroom provides inventory planners with the capability to manage Central Warehouse, FSL and PUDO stock levels and can be configured to automatically manage replenishment. It is possible to pre-define the rules to govern both the outbound supply of spare parts taking into account functional equivalence and the reverse flow and routing to repair sources. It can be setup to automatically manage the return of excess and scrap inventory.
Repair Shop
Kewill SLS Repair Shop is used by repair companies to manage the entire repair process, from the return of the defective product to the shipping of the repaired product. On a product level it can be configured to manage workflow as it moves from bench to bench on the shop floor. Tracking at a serial number level, it enforces the capture of repair data and records the consumption of piece parts. It captures and reports on both time and activities for billing purposes and manages turn-around time and priority shipping services.
Trade Compliance
Kewill SLS Trade Compliance ensures that customers are screened against Restricted Party Lists and that products are checked for export license compliance prior to shipment. Kewill SLS captures the information needed for Intrastat reporting and manages the production of export documents based on trade zone requirements.
Management Information
Kewill SLS comes with an extensive suite of standard reports that provide management information and transparency across the service arena.