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NewWaySERVICE allows you to easily track and manage your service requests, no matter your business sector. With our software, you can manage and track all types of requests, including requests for repairs, maintenance, support and information.
NewWaySERVICE allows you to track each service request (work order), from start to finish, and keep a record of the amount of time each of your technicians has spent on it. Hours worked can be automatically calculated using a timer that can be started and stopped with the simple click of a button. The hours worked can also be different from the amount of time you want to bill your customer, a convenient feature for invoicing.
In addition to entering the amount of time worked and a description of the work performed, technicians can enter the parts used or replaced on each work order. In such cases, the parts inventory in NewWaySERVICE is automatically updated. Additional information can also be entered for each work order and files can be attached, such as photos that your technicians have taken on site. The files can be directly included in the work order using the technician’s smartphone.
Easily plan your technicians' appointments
NewWaySERVICE allows you to set up work schedule for each of your technicians. The application always suggests time slots based on each technician’s availability. Appointments can be scheduled at the time the work order is created or later, but are not mandatory. A work order can contain several appointments or no appointment at all.
For a global view of your appointments, simply go to the Appointments Calendar tab, where you can edit appointments using the drag and drop feature. Several views of type planning or vertical are available, either by month, by week, by day, by technician or by work order. Appointments are displayed in color according to the status of the work order, making them easier to manage. You can also access each work order directly from the Appointments Calendar.
Appointments can be filtered per zone since each customer is assigned to a zone and each technician can cover several zones. See the location of your customers and technicians on a map (Google Maps®) in real time.
Customer, equipment and maintenance management
Managing customers couldn’t be easier. The application offers numerous useful features, including the ability to customize labor rates per customer, and manage banks of hours, contacts, branches, and much more.
Our service order management software also allows you to track every piece of your equipment or that of your customers, whether it’s equipment that is rented, sold or that you simply need to maintain. By assigning a unique serial number to each piece of equipment, you can easily keep track of the work performed on each one. Different types of information can be entered for each piece of equipment, such as the date of sale, or information about the warranty or service contract, and you can even attach documents or photos.
You can also manage your recurring tasks such as preventive maintenance by creating maintenance schedules for each piece of equipment. For example, if certain equipment requires routine maintenance every 3 months, you can create a maintenance schedule and NewWaySERVICE will automatically generate a work order for the equipment every 3 months. Or, if you want to email your technician or customer to let them know that their equipment warranty or service contract is about to end, you can also automate the notification in NewWaySERVICE.
Manage your purchase orders and inventory
NewWaySERVICE automatically adjusts your inventory when technicians use parts on work orders. You can define a default warehouse (for example, a truck) for each technician to indicate from which default warehouse the parts should be deducted. NewWaySERVICE is also multi-warehouse. See useful information for each piece in real time, such as the minimum quantity to keep, or the quantities in stock, to receive, to plan and to order.
A purchase order and part reception module allows you to fully track your purchases from your suppliers. NewWaySERVICE also offers you the possibility of having your purchase order shipped to your company’s address, one of your warehouses or directly to one of your customers, as well as the possibility of receiving multiple deliveries for the same purchase order.
You can also manage each supplier’s part numbers, a useful feature when they differ from your own part numbers. You can even associate parts with each of your equipment types to speed up the process when entering parts used on work orders.
Give access to your customers via the Customer Portal
NewWaySERVICE also includes a customer portal. When you activate the customer portal, your customers can submit service requests themselves via an online form containing your company name and logo. This web form can be configured according to your needs with a few mouse clicks.
All requests received via this form are automatically saved to your work order list. Better still, NewWaySERVICE can automatically send an email to your customer or technician with the work order number once the form is submitted. In addition to providing a simple way to receive service requests from your customers, the form gives your business a professional image.
The customer portal isn’t just a web form to allow your customers to submit their service requests. Using the customer portal, you can also give your customers access to information on their work orders or banks of hours.
A range of useful and smart options
Application customization: Many features can be customized in the application, whether it’s the description of the work order status or priorities, or the terms used in the app. Don't like the term Work order? Just change it to Service Request, Service Call, Request, Ticket or anything of your choice. It will be instantly changed throughout the application, including in reports and forms.
You can also add additional fields anywhere in the application. Need an additional drop-down list in the client file or a check box in the work order? No problem, add any type of field with a few mouse clicks.
Capture customer signatures: No more paper! NewWaySERVICE allows you to capture your customers' signatures. Your customers can sign directly on your phone or tablet’s touch screen or by using your computer’s mouse.
Predefined Tasks and Checklists: To avoid always entering the same descriptions of the work to perform on your work orders, you can create your own predefined tasks that you can then select as needed. Checklists allow you to quickly add a list of things to do to a work order. Your technician can then simply check off each item on the list that has been completed.
Questionnaires: Create your own questionnaires, specific to your business. A questionnaire is simply a list of questions that you create and can then be answered by your technicians or customers. A questionnaire can be simply a checklist, an inspection form, a control sheet, a test log, in short any kind of information in the form of questions and answers.
Limited access to data for your subcontractors: If you have subcontractors who work for your company, NewWaySERVICE allows you to limit the data to which they have access. For example, you can give them access only to their own work orders or customers.
Attach documents: You can attach documents, such as PDF files and images, to work orders, customer files, and more. Most NewWaySERVICE modules allow you to attach documents.
Knowledge base: This option is useful to store information (in the form of articles) that your technicians can consult as needed. The knowledge base can also be used to store information (such as procedures) that you can send to your customers.
Email notifications: Automatically send an email when a work order’s specific status remains unchanged for a certain amount of time, a useful feature for high priority work orders. Notifications can also be set up to automatically send emails when equipment warranties or service contracts are about to expire or a bank of hours is about to run out.
You can also use notifications to automatically send an email when the status of a work order has changed. For example, you may want to automatically email your client when their work order has been completed.
The application also gives you the option to create custom email templates. Variables such as the Work Order Number or Customer Name can also be added to make your email text dynamic.
Reports and data exports: A multitude of reports are available in the app. You can configure reports, save them for later use, and even share them with other users. It’s also possible to export most of the data in Excel, Calc (Spreadsheet Open Document/LibreOffice), text or other file formats.
Data synchronization: Sync your customers, suppliers, parts and quantities in stock. Even transfer your work orders into invoices to QuickBooks®.
API for developers: An API (Application Programming Interface) is also included with NewWaySERVICE. An API is simply a programming interface that allows you to exchange information between NewWaySERVICE and other software. Any programming language can be used with the API. Refer to the documentation for more information on how the API works.
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