Introducing Profound Software's Vision Product

The complete repair centre
solution for any size operation.

Features

Repair Capture

  1. Multiple products (Cellular, laptops, etc)
  2. Multiple repair types examples OBF, Repair and Good Stock
  3. Accessories filtered by make
  4. Make and model identification via IMEI number
  5. IMEI verification
  6. User/Store linking
  7. User/Group linking
  8. User/Make linking
  9. Checking for possible IMEI grey listing against customers shipping database
  10. Customized message by captured model
  11. 6 levels of warranty identification on capture with configurable order
    1. Out of Warranty
    2. Provider
    3. Proof of Purchase
    4. Manufacturer
    5. Internal
    6. ERC
  12. Manufacturer serial number warranty calculation
  13. Saving of scanned images and documents against a repair job
  14. Auto completion of customer’s information from MSISDN call to ESB
  15. Loan stock management
  16. Customer like-for-like exchange management
  17. Route jobs based on make, warranty, job type, geolocation to most appropriate repair centre
  18. Batch jobs together based on routing rules
  19. Address verification
  20. Configurable Courier allocation
  21. Insurance claim management

Inventory management

  1. Built-in serialised inventory
  2. Several integrations into 3rd party accounting systems
  3. Spares can be linked to repairs based on
    1. Make
    2. Model
    3. Repair level
    4. Circuit reference
    5. Service code
  4. Support multiple location’s including work in progress
  5. Full stock take facility
  6. Low stock warning
  7. Obsolete stock
  8. Reporting
  9. Requisitions/Purchase ordering from spares trending reports
  10. Goods received
  11. Loan stock
  12. Exchange stock
  13. Refurbishment stock
  14. Costing models – most recent cost/average cost etc

Quotations

  1. Auto approval per customer per value
  2. Discount by percent or Value
  3. Mark Up per Customer

Invoice & Crediting

  1. Multi-currency invoicing
  2. Multi customer billing per job
  3. Multiple configurable business rules to ensure correct invoicing
  4. Automatic invoicing based on repair level and or parts used
  5. Credit notes with/without inventory returns
  6. Mark-up percent by customer type
  7. Discounts
  8. Direct integration to various Accounting and ERP packages
  9. Manufacturer invoice reconciliation
  10. Cash handling reconciliation

Work in progress (WIP) count

  1. This is a stock take for the items under repair. Vision offers a function that helps find missing units.

Customer Management

  1. Customers and their accounts can be managed internally or from an integrated ERP/CRM 3rd party solution.
  2. Customer can be categorised as follows:
    1. Stores
    2. End users – cash accounts
    3. Accounts
    4. Manufacturers
    5. Groups – Cell C, Telkom, Virgin, Autopage
    6. Subgroup – Edcon, GloCell,etc

Quality Management

  1. Evaluation function that classifies repair returns into a category, records a reason, makes a mark against the QC agent and the technician. The reports around this help management understand return rations per staff member, repair make and model. The reports can also measure the effectiveness of a new quality process and measures.
  2. Quality assurance validation questionnaire
  3. External repair centres are also monitored for quality – and this measurement can be used in the repair routing algorithm to send more repairs to the higher quality external repair centre and fewer to the lower performing one.

Staff Productivity & Quality

  1. Technician and administrator workload measuring
  2. Average time spent with user per status
  3. Incentivised payments by performance
  4. Technician returns percentage is monitored.
  5. Turnover per Technician per make/ model

Workflow Management

  1. Configurable workflows based on parent child relationship
  2. Separate workflows per:
    1. Make
    2. Model
    3. Repair type
    4. Warranty
    5. Branch
  3. Configurable status categories technical/admin/department
  4. Configurable status types – waiting for parts/technician required/financial/etc
  5. Configurable status phases – inbound/under repair/return logistics
  6. Functions can be attached to statuses within the workflow
  7. Status police that monitor turnaround time per status and escalate to user, team leader, manager and any count of escalation after that.
  8. System supports containers – containers can have multiple units in them. When transferring the containers between process statuses the entire container can be updated in a single step and confirmations setup as below.
  9. The system supports 3 levels of handover verification (moving the repair between users and statuses.)
    1. No check required
    2. Unit count verification
    3. IMEI scan confirmation
  10. The system can be configured to complete a process status handover in 2 parts
    1. First the user sending the repair to the next status updates their console
    2. Second the user receives the repair units with an acceptance username and password combination. This helps management know who the last person to touch the unit was and makes it their responsibility to look after it.

Engineering

  1. Specific repair function based on manufacturer requirements. This records:
  2. Fault found
  3. Action taken
  4. Parts used
  5. The circuit affected
  6. Repair level
  7. Service codes
  8. Repair categorisation
  9. Software versions
  10. Serial Number
  11. Manufacture specific codes

Messaging

  1. SMPP integration
  2. SMTP integration
  3. Build your own custom sms notifications with wild cards that get triggered by status/process
  4. Sms tracking (send confirmation, delivered, customer responses)
  5. System pop up messages to logged in user
  6. E-mailing:
    1. Quotes
    2. Reports
    3. Many others

Vision Mobile Application

  1. Written in HTML 5 – will work on any smart phone
  2. Log in with your Facebook profile
  3. Search for a job number
  4. View job details
  5. Create your own custom dashboard that will show you your relevant data

Manufacturer Warranty Claims Management

  1. We support most manufacturer specific warranty claim exports.
  2. Warranty claim reconciliation function.
  3. Exceptions are highlighted and corrected, once corrected they are re-exported and submitted. This process is repeated till no further warrantied can be claimed.
  4. Full reporting back to various departments to correct the process and maximise warranty compensation.

Dispatch

  1. Single or bulk dispatch facility – with several configurable business rule validations
  2. Final business rules check
  3. Accessory verification
  4. Courier integration
  5. Reporting
  6. Integration with Microsoft SQL reporting services
  7. Users can subscribe to reports based on a schedule
  8. Multiple Dashboards per department
  9. Supports large displays
  10. Reports delivered
  11. On demand
    1. Via email
    2. Via file share
    3. Access control per report

Integration

  1. Couriers
  2. ESB services
  3. Shipper/Provider
  4. External Repair Centres
  5. ERP and accounting Software
  6. Active Directory for single sign-on
  7. SMPP
  8. SMTP

Repairs Outsourcing

  1. Send repairs between different branches housed on the same instance of vision
  2. Spare parts can be made visible across all branches
  3. Send repairs between different Vision instances
  4. Send repairs to integrated external repair centres
  5. See one holistic status flow across several outsource partners

Point of Sale Function

  1. Pay for repairs and or goods in one simple interface.
  2. Manage cash up
  3. Manage stock separately to the repairs inventory

Exchange

  1. Exchange under warranty or as good will.
  2. The system will track the job and record the unit’s new IMEI and serial numbers.
  3. It will also swap over the warranty to the new unit
  4. Will handle RMA of the old.

Loan Stock

  1. Loan management between hub and stores
  2. Loan management between store and end user

Scan Images/Documents

  1. Documents or images can be saved against a repair job.
  2. Images are categorised for things like:
  3. proof of purchase
  4. physical damage photographs
  5. Customer’s messages to the technician
  6. Business process approvals

OBF/CPA/RMA

We have 3 levels of return verification:

  1. Collections point through configurable questions
  2. Repair Centre – with a more technical verification
  3. Final verification with the manufacturer – this final step facilitates full financial and operational reporting on the process,

User Management

  1. Users can authenticate via integrated security, Active directory integrated security or biometrics.
  2. System supports roles based permissions.
  3. Each user can be assigned to several roles.
  4. All changes a user makes are logged against that user in an audit log.

Administrative Interface

  1. System
  2. Branch
  3. Fault codes
  4. Products
  5. Work Flows
  6. Routing
  7. Overrides
  8. Integration configurations
  9. Manufacturers
  10. Makes
  11. Models
  12. And many others