Asset 360 for End Users
Asset 360 provides prebuilt workflows and processes for the following personas:
• Asset Manager
• Back Office Manager
• Call Center Agent
• Contract Manager
• Depot Receiving Personnel
• Depot Repair Engineer
• Field Engineer
• Remote Technician
Asset 360 provides the following capabilities for end-users:
• Remote Triage: Identify and assess customer asset issues and create Cases and Work Orders to track and resolve them.
• View Entitlements: Confidently communicate the free and paid options your customers have to resolve their asset issues.
• Process Returns: Handle customer returns, provide loaners, and offer an advanced exchange.
• Depot Processes: Receive customer assets for repair or returns. Carry out depot work orders to repair or refurbish the item. Ship repaired assets back to the customer.
• Asset Insights: Maintain an accurate repair history against your customer assets. Identify where your customer assets are in the depot repair process.
• Supplier Warranty Repair: Identify eligible supplier warranties against components. Initiate shipments and receive supplier warranty repaired components.
Use Cases
To understand the power of Asset 360, consider the following use case in a step-by-step manner.
1. Universal Instruments receives a call from Acme Labs on their customer support line. Acme Labs has a problem with one of its instruments, the Diagnoze1000 instrument starts with an error code.
2. The call center agent answers the call, creates a case, and determines that Acme Labs is eligible for support. The call center agent asks the customer contact person a few questions and determines that the problem needs further technical support. A work order is created and assigned to the remote technician.
3. The remote technician runs various remote diagnostic tests with Acme Labs on their asset and determines that the asset must be sent back to one of their depots for repair. It is determined that Acme Labs is entitled to two options:
◦ Return the instrument for repair (slow option)
◦ Take advantage of an available advanced exchange (quicker option)
4. The customer selects option #2 to keep their business running without interruption.
5. The remote technician starts an Advanced Exchange process to arrange a replacement asset for the customer in short order. The warehouse is notified of the need to send a replacement asset to the customer. A return order is also created to allow the customer to ship the malfunctioning asset back. Asset 360 automatically provides information about the correct depot to which the malfunctioning asset should be returned. Shipping and handling instructions are provided on the return so that the customer can send the malfunctioning asset back in the same box in which the replacement asset is received.
6. The malfunctioning asset arrives at the repair depot. The depot receiving personnel note the condition of the returned asset on arrival and log that the asset is being stored on aisle 12-shelf C-bin 4 at the depot location. A depot work order is created to denote that the instrument needs to be repaired and then restocked.
7. The depot repair engineer services the asset and ensures that it is working as per manufacturer specifications and restocks the repaired asset. Asset details are updated to indicate the status and storage location at the depot.
The Asset 360 solutions provide the aforementioned capabilities so that an asset can be tracked throughout its depot-return-and-repair lifecycle, allowing users to service your customers efficiently and accurately.