NetSuite Facilities Management

The Service Providers solution - Built for netSuite

To manage remote resources, and automate jobs to trigger payroll and customer billing, NetSuite delivers a solution that combines the #1 Cloud Based Finance solution with specialised Facilities Management operational functionality, and the omnipresence of mobile data capture.

Your business helps your customers to focus on their business objectives, by taking away non-productive activities…. It is hard work, and margins are often tight – which means getting it right is critical for you.

Keep things simple by harnessing the Internet to improve your reach, your vision, your reaction time, your accuracy, your efficiency.  Keep your field-based staff safe and give your customers confidence that you will provide the right people with the right equipment at the right time.

  • See your field service engineers
  • Schedule resources
  • Make adding real value to your customers’ business worth your while
  • React quickly to distress calls.

Facilities Management Modules

Maintenance Management

Maintenance Management

Understand where you have the right parts, the right skills and known issues.

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Mobile Working

Mobile Working

o Call management
o Service administration
o Payroll processing
o Contractor Management
o Job Costing

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Resource Scheduling

Resource Scheduling

o Real-time Geo-location mapping
o Detailed job instructions
o The right person for the job
o Project Management

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Customer Support Centre

Customer Support Centre

o Call management
o Service administration
o Payroll processing
o Contractor Management
o Job Costing

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Maintenance Management

Our Maintenance Management solution offers comprehensive solutions for both customer-oriented field service management and internal fixed asset maintenance with a computerised maintenance management system (CMMS) and health & safety automation – all as a 100% NetSuite native SuiteApp.

Service Call Assistant

Designed for phone support operators to aid in fast & easy equipment location and SLA coverage look-up Allows for easy service call logging, booking & contract reference.

Remote Technician Routing

Direct Service Orders to phone support technicians for remote resolution before routing to field staff.
Phone support technicians ‘grab’ cases and either resolve them by phone or request manual or automatic field tech scheduling.

Customer Service Requests

Request Service Calls at the equipment level. View SLA coverage for all equipment under contract Define SLA at the equipment level View Status of all existing Service Orders

Auto Service Orders

Technician’s skill set
Skills required by the service
Technician availability
Technicians work and vacation schedule

“The big difference for me is that before NetSuite, it took a lot of people a lot of time to tell me what I need to know to run the business as efficiently and effectively as I want to.  Now, I have a dashboard to show me key information on Finance, Contracts, Forecasting, even down to the detail of transport costs – which I like to keep a close eye on.” 

JOHN MACDONALD, CHIEF EXECUTIVE, CONTRAFLOW

Resource Scheduling

You have to manage people, materials and time on behalf of your clients. You have to take care of internal procedures like payroll and billing.  These, alongside fire-fighting, non-productive tasks, reporting etc., mean that you can be drowning in paperwork, tasks and activities and missing the most crucial thing of all – your bottom line.  Not to mention customer SLAs.

Margins are tight – therefore getting it right is critical for you.  So many get it wrong and high profile failures are the tip of the iceberg, many more small firms are simply unable to manage the conflicting needs of the customer and the company itself.

It’s easy to say but if you can keep things simple by harnessing the Internet to improve your reach, your vision, your reaction time, your accuracy, your efficiency.  Then you can keep your field-based staff safe and give your customers the confidence that you will provide the right people, with the right equipment, at the right time.

Mobile Working

Our mobile app is 100% native to NetSuite, which means no synchronising and no imports.

Main Features

  • Offline operation
  • Check Parts availability
  • Service Order Assistant
  • Service reporting (work performed, cause/disposition codes)
  • Record follow-up tasks, report times and parts used
  • Customer signatures, report on asset condition, take equipment readings and photos
  • Report sales opportunities (a native NetSuite feature) from the field
  • Build your own service reports fields: Integer, decimal, percentage, free-text, etc
  • One button trip timestamps with GPS coordinate stamping: departure, arrival, resolution and return times
  • Technicians may search for parts near them use the part locator

Mobile Screen Shots

Customer Support Centre

Leading facilities management companies act as an outsource provider of non-revenue generating services for clients.  From a multiplicity of processes, solutions, emergency situations, one thing is key – the Control Centre.

Features

The Control Centre is always there to manage incoming customer enquiries and scheduled activities.  

  • Matching the right skills, tools, location, parts, service to the job. 
  • Assessing availability of these key resources to meet customer expectations.
  • Instantly view where your service resources give you visibility of operations, which helps with customer updates and the safety of the service personnel.
  • Receive real-time progress noted by the field-engineer. Electronic customer signature closes off the job – triggering Customer Billing and timesheet payroll processing.
  • Need a sub-contractor – find out who is best suited to the job by skill, availability and location, and manage them in the same way – reduce those cashflow hitting gaps between sub-contractor payment and customer payment.
  • Minimising the cost administrative processes required to deliver the requisite level of customer service, is almost as important as ensuring the quality of client services for FM companies operating under tight margins, with regulatory requirements compliance amongst the overheads to managed.
  • A single solution that automates all of these processes under a single umbrella, with virtually no IT overhead is the dream of all aspiring FM player
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