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Service Management

In This Article

Introduction

A wealth of exciting new service management features are coming to Rental Management! Service Management makes it easier than ever for dealers and rental houses to manage service work, streamline customer interactions, and capture new revenue opportunities.

From letting customers register and request service on their own equipment, to giving your team better visibility into work in progress and faster ways to create accurate work orders, these tools are designed to save time, reduce errors, and strengthen customer relationships. Keep reading to learn more!

E-Commerce - Customer-Owned Equipment

Following the release of Customer Owned Assets for Rental Management, new tools have been added to allow your customers to manage their own assets in the E-Commerce Customer Access Portal!

First, your customers can register equipment in your system using the Add Equipment page. This allows them to specify details such as the equipment’s type, manufacturer, serial number, current meter reading, and warranty, purchase, and manufacturing dates. Equipment can also be flagged as either active or inactive.

Once registered in your system, customers can review and manage their customer-owned equipment using the Equipment List page. From this page, customers can request service for a registered machine with the click of a button!

Once the customer has filled out and submitted a service request form, they will receive an email confirming that their request is being processed. Your E-Commerce administrator will also receive this request by email, allowing them to promptly follow up with the customer and take the request to the next stage.

Unlock new service revenue opportunities by giving your customers the flexibility to register their own equipment in the E-Commerce Customer Access Portal! 

E-Commerce - Service History

The Service List page in the E-Commerce Customer Access Portal allows your customers to browse service requests for both rented and customer-owned equipment. They can search the list of Work Orders, and drill down into a specific Work Order to view more detailed information.

Note that the Service List only displays completed (billed) service requests. Open and internal Work Orders are not displayed.

When viewing a Work Order’s details, customers can review line items, totals, comments left by the mechanic or by other members of your team, and download a PDF copy of the Work Order. 

Rental Management - Credit Card Fees

For Texada customers using Texada Payments, the ability to include credit card fees on payments has been added to Rental Management!

When submitting a credit card payment in Rental Management Classic or Next, a new “Card Fee” checkbox will be available. Check this box to add a credit card fee to the invoice. This fee will appear in the invoice payments as well as on the printed invoice.  

The behavior of this feature can be managed via the Software Integration Parameters utility in Rental Management Classic, at System Maintenance → Configure System Settings → System → Company Parameters → Software Integration → Texada Pay.

  • Convenience %: The amount of the credit card fee that will be applied to payments, expressed as a percentage of the payment amount. For example, a Convenience % of 2.000 will add a $2 fee to a $100 payment.
  • Convenience Description: The description of the credit card fee line item as it will appear on invoices.
  • Convenience Revenue Account: The revenue account to which credit card fees will be posted.
  • Convenience Fee Optional: Uncheck this box to make credit card fees mandatory on all payments. If unchecked, the user will not have the option of unchecking the “Card Fee” checkbox.

Rental Management - Custom Fields for Work Orders

The ability to add Custom Fields to Work Orders has been added to Rental Management Next!

Custom fields are a powerful feature that allow you to tailor your counter documents – Contracts, and now Work Orders – to the needs of your organization. To create a custom field, simply log in to Rental Management Next and navigate to the User Menu (click on your name in the top-right corner of Texada Web) → Settings → Company Settings → Custom Fields. Click the Add New button to create a new custom field, then use the Page Type drop-down to select whether it will appear on Contracts or Work Orders.

Custom fields will be indicated by the custom field icon , and will appear at the bottom of the Work Order Info panel both when creating and editing Work Orders and Work Order estimates. They will also be visible to mechanics viewing the Work Order in Rental Management Mobile.

Leverage the power of custom fields to improve the quality of the data you collect!

Service Management - Work in Progress

New accounting changes made to Service Management Classic allow you to keep track of parts, labor, and services costs associated with in-progress Work Orders!

Three new GL accounts – Work In Progress, Unbilled Labor, and Unbilled Services – can now be specified via the Default Accounts utility in Service Management Classic, at System Maintenance → Configure System Settings → Accounting → Default Accounts → Additional Accounts → Work Order in Progress. 

Once these accounts are set, parts assigned to Work Orders will be taken out of inventory and placed into the Work In Progress Account at the next daily close. Once the Work Order is completed, those parts will be taken out of Work In Progress and placed into your normal Cost of Goods Sold (COGS) account. Similarly, labor and service items assigned to in-progress Work Orders will be attributed to the Unbilled Labor and Unbilled Services accounts, respectively, until the Work Order is complete.

These changes give your organization better insight into the value of the parts that are currently in use by your mechanics. You can enable or disable this feature whenever you like using the “Activate Work In progress GL Postings” checkbox at System Maintenance → Configure System Settings → System → Company Parameters → Estimate and W.O. Parameters.

Service Management - Default Technicians and Parts Reps

It is now possible to set a primary (default) and alternate technician for each customer in Service Management!

To do this, simply open the Customer’s record in Service Management Classic, then select “Codes” to open the Customer Codes window.

Four new fields will now be available:

  • Primary Technician
  • Alternate Technician
  • Primary Parts Rep
  • Alternate Parts Rep

The Primary and Alternate Parts Reps will be displayed at the bottom of the screen whenever you create a Sales Order for this customer. If your customers are used to dealing with certain sales reps, this can save time with data entry and help enforce consistency, leading to healthier customer relationships.

Similarly, the Primary and Alternate Mechanics for a customer will be displayed in the Mechanics window when creating a Work Order in Service Management Next. The Primary Mechanic will be the default mechanic assigned to all Work Orders for this customer, unless a different mechanic is selected during creation or editing. 

If your organization is in the habit of assigning mechanics to customers based on familiarity or geographic location, this feature will save your staff a significant amount of time, freeing them from the obligation of remembering which mechanics are associated with each customer!

Service Management - Parts and Equipment Sales Classes

It is now possible to define Sales Classes as Parts, Equipment, or Both in Service Management Classic! By marking a Sales Class as “Equipment”, you can prevent items of that Class from appearing in Work Order parts searches, reducing confusion for your counter staff.

To access this option, navigate to System Maintenance → Configure System Settings → Accounting → Sales Classes. Input the ID of the Class you’d like to edit and press Enter, then select Additional Options. You will see a new “Sales Type” radio option.