Decisiv SRM System

A robust collection of service event management solutions that streamlines service, delivers valuable analytics, and connects to a multitude of systems, both upstream and downstream.

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Decisiv’s Service Relationship Management Solutions

Decisiv’s SRM products are available through a configurable, single-sign-on WorkCenter, tailored to your needs.

SERVICE EVENT MANAGEMENT SOLUTIONS FOR MANUFACTURERS

Asset Details

Comprehensive asset details are provided, including asset build details, service history, warranty status, recalls, manuals, fault code information, and other relevant asset information.

Build Information

Manufacturers' equipment component detail is provided to speed repairs and parts ordering.

Case Management

Service management automates the asset maintenance and repair process from check-in to check-out. Capabilities include the ability to create service events (cases) that include repair details with complaint/cause/correction commentary, as well as services estimating and collaboration.

Collaboration and Notification

Users are provided in-context communication at the point of service and across the ecosystem. All parties participating in the service process will have access to relevant information about the asset based on a person’s function and role. Customized alerts are provided based on preferences and specific criteria related to service events; e.g., a new breakdown case, repair completion time, equipment ready to return to operation, downtime threshold exceeded, etc.

Diagnostics

Capture fault codes from telematics and shop diagnostics tools, and then automatically create a case, including the diagnostic data, to speed troubleshooting and repair times.

Estimates

Service providers are able to create electronic estimates and send to the asset owner for approval. The asset owner is able to approve estimates from dealers or vendors, including line item approvals. Asset owners can accept, defer, or decline individual line-items on the estimate.

Recalls

Product recall information is available to ensure equipment repairs are made in compliance with safety and regulatory requirements.

Shared Service History

The service history for all assets across a service network is available to streamline communication and decision-making. Service providers are able to provide better service by reviewing all previous events and identifying potential comebacks.

Telematics: Sensors and Faults

Capture telematics-based meter readings to assist in keeping asset data and maintenance schedules up to date.

Warranties

OEM warranty coverages and warranty operations are available in-context with every repair to speed and streamline warranty submission and approval.

REPORTING & ANALYTICS SOLUTIONS

Explore

Analyze performance, identify trends and quickly answer specific questions around your service business on issues such as warranty, parts, and asset utilization.

Query service and asset data and produce multiple types of data visualization formats.

Create custom reports and dashboards using the Decisiv report builder or start with Decisiv report templates.

Insite

Management reporting and analytics tool that provides Decisiv-defined, standard reports and dashboards that summarize Key Performance Indicators (KPIs).

Automate report generation and distribution within your organization or across the service network at regularly scheduled intervals.

Vision

A real-time service event dashboard (alert-based management) that improves the quality and speed of decision-making.

View the status of events in real time, based on metrics such as estimated time of repair, service location, etc.

Generate email and/or text alert-based rules and conditions set by the user.

SERVICE EVENT MANAGEMENT SOLUTIONS FOR ASSET MANAGERS

Asset Details
Comprehensive asset details are provided, including asset build details, service history, warranty status, recalls, manuals, fault code information, and other relevant asset information.
Build Information
Manufacturers equipment component detail is provided to speed repair and parts ordering.
Case Management
Service management automates the asset maintenance and repair process from check-in to check-out. Capabilities include the ability to create service events (cases) that includes repair details with complaint/cause/correction commentary, as well as services estimating and collaboration.
Collaboration and Notification
Users are provided in-context communication at the point of service and across the ecosystem. All parties participating in service process will have access to relevant information about the asset based on a person’s function and role. Customized alerts are provided based on preferences and specific criteria related to service events; e.g., a new breakdown case, repair completion time, equipment ready to return to operation, downtime threshold exceeded, etc.
Diagnostics
Capture fault codes from telematics and shop diagnostics tools and then automatically create a case, including the diagnostic data, to speed troubleshooting and repair times.
Estimates
Service providers are able to create electronic estimates and send to the asset owner for approval. The asset owner is able to approve estimates from dealers or vendors; including line item approvals. Asset owners can accept, defer, decline individual line items on the estimate.
Inspection Center

Establish and complete a consistent inspection process and store the inspection results for historical tracking and analysis. Consistent inspections result in better service to the fleets and incremental parts and labor revenues for dealers.

Invoice Warehouse

Receive, store, and distribute invoice information among partners and service event participants, providing other systems with better and more usable data for invoice and financial analysis.

Mobile Fleet

A quick-start for asset service requests via a native mobile app (iOS and Android). Also provides notifications, alerts, and a snapshot of case status.

Predictive Maintenance

Proactively determine maintenance requirements and update maintenance schedules based on current faults, diagnostics, and severity level.

Recalls

Product recall information is available to ensure equipment repairs are made in compliance with safety and regulatory requirements.

Scheduled Maintenance

Implement OEM-recommended and/or fleet specific maintenance plans and enable both asset owners and service providers to view at a glance which assets are due or overdue for PMs.

Service Provider Search

Search for service providers based on type of services provided, location, distance, hours of service or by using preferred provider networks.

Service Requests
Asset owners and call centers are able to send electronic service requests to any service provider. Fleet notes can be provided so the dealer has critical information about the fleet’s standard maintenance, repair, or business practice.
Shared Service History
The service history for all assets across a service network is available to streamline communication and decision-making. Service providers are able to provide better service by reviewing all previous events and identifying potential comebacks.
Telematics: Sensors and Faults
Capture telematics based meter readings to assist in keeping asset data and maintenance schedules up to date.
Vendor Management
Asset owners and call centers are able to manage and maintain vendor/service provider profiles based on the hours of operations and services offered.
Warranties
OEM warranty coverages and warranty operations are available in-context with every repair to speed and streamline warranty submission and approval.

REPORTING & ANALYTICS SOLUTIONS

Explore

Analyze performance, identify trends and quickly answer specific questions around your service business on issues such as warranty, parts, and asset utilization.

Query service and asset data and produce multiple types of data visualization formats.

Create custom reports and dashboards using the Decisiv report builder or start with Decisiv report templates.

Insite

Management reporting and analytics tool that provides Decisiv-defined, standard reports and dashboards that summarize Key Performance Indicators (KPIs).

Automate report generation and distribution within your organization or across the service network at regularly scheduled intervals.

Vision

A real-time service event dashboard (alert-based management) that improves the quality and speed of decision-making.

View the status of events in real time, based on metrics such as estimated time of repair, service location, etc.

Generate email and/or text alert-based rules and conditions set by the user.

SERVICE EVENT MANAGEMENT SOLUTIONS FOR SERVICE PROVIDERS

Asset Details

Comprehensive asset details are provided, including asset build details, service history, warranty status, recalls, manuals, fault code information, and other relevant asset information.

Build Information

Manufacturers' equipment component detail is provided to speed repair and parts ordering.

Case Management

Service management automates the asset maintenance and repair process from check-in to check-out. Capabilities include the ability to create service events (cases) that include repair details with complaint/cause/correction commentary, as well as services estimating and collaboration.

Diagnostics

Capture fault codes from telematics and shop diagnostics tools, and then automatically create a case, including the diagnostic data, to speed troubleshooting and repair times.

Estimates

Service providers are able to create electronic estimates and send to the asset owner for approval. The asset owner is able to approve estimates from dealers or vendors, including line-item approvals. Asset owners can accept, defer, or decline individual line items on the estimate.

Inspection Center

Establish and complete a consistent inspection process, and store the inspection results for historical tracking and analysis. Consistent inspections result in better service to the fleets; and incremental parts and labor revenues for dealers.

Invoice Warehouse

Receive, store, and distribute invoice information among partners and service event participants, providing other systems with better and more usable data for invoice and financial analysis.

Mobile Fleet

A quick-start for asset service requests via a native mobile app (iOS and Android). Also provides notifications, alerts, and a snapshot of case status.

Mobile Tech

Provides remote service event management capability via a mobile app (HTML5, or native iOS and Android). Allows a technician to go on-site and assess the maintenance or repair situation; update repair status; and view asset details, service history, warranty status, recalls, manuals, fault code information, and other relevant asset information.

Parts Orders

Manage the parts order process, outside of a service event, from request to delivery.

Process Builder

Build standard operations that include parts and labor, attachments and web links, improving speed, accuracy, and consistency in the estimating and invoicing process. Operations can also be VMRS-coded, providing users with desired data for reporting.

Recalls

Product recall information is available to ensure equipment repairs are made in compliance with safety and regulatory requirements.

Service Requests

Asset owners and call centers are able to send electronic service requests to any service provider. Fleet notes can be provided so the dealer has critical information about the fleet’s standard maintenance, repair, or business practice.

Warranties

OEM warranty coverages and warranty operations are available in-context with every repair to speed and streamline warranty submission and approval.

REPORTING & ANALYTICS SOLUTIONS

Explore

Analyze performance, identify trends and quickly answer specific questions around your service business on issues such as warranty, parts, and asset utilization.

Query service and asset data and produce multiple types of data visualization formats.

Create custom reports and dashboards using the Decisiv report builder or start with Decisiv report templates.

Insite

Management reporting and analytics tool that provides Decisiv-defined, standard reports and dashboards that summarize Key Performance Indicators (KPIs).

Automate report generation and distribution within your organization or across the service network at regularly scheduled intervals.

Vision

A real-time service event dashboard (alert-based management) that improves the quality and speed of decision-making.

View the status of events in real time, based on metrics such as estimated time of repair, service location, etc.

Generate email and/or text alert-based rules and conditions set by the user.