The nucleus of SiCLOPS is the comprehensive database management function that controls the information relating to your clients, their assets and SLA contracts. This data is held within the industry standard SQL Server database, (or MSDE for the smaller user), to ensure optimal performance and scalability
Client &
Site Database
SiCLOPS maintains details of all clients and their sites, holding basic
address details as well as an unlimited number of contacts. A hierarchical
grouping feature allows the handling of national, regional and local addresses
of multi location organisations. These details may easily be used for
producing mailshots.
A number of Analysis fields may also be defined for each record, allowing detailed reporting by Client types, Areas, Post Codes etc. Alerts may be placed on clients, either at a group or site level, in order to highlight information to call takers. This feature may be used to highlight bad payers, or to insist on order numbers being taken.
Every time client or site details are viewed, there is also a full history available, showing every asset owned, and every service call placed, plus drill down to the work done, time spent and parts used. The client database has a real time link to Sales Ledger, and is therefore always up to date with outstanding balances and On Stop flags.
Equipment
& Assets Database
The SiCLOPS equipment database holds details of all assets belonging to
your clients, together with details of installation and warranty dates
if relevant.
Serial number tracking of assets is a standard feature, as is the ability to hold physical locations of the asset within the site. Searches and analysis may be done for Makes, Models or types of equipment. Due to the varied nature of equipment that may be serviced, additional user definable data fields may be added, specific to the equipment type.
As with Clients, user defined Alerts may be set on individual items, so that call desk personnel may be prompted with vital information.
Every time equipment is viewed, there is also a full history available, showing current and previous locations and service calls placed, plus drill down to the work done, time spent and parts used.
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Contract
Management
The SiCLOPS Contract Management module is a comprehensive system for administering
all service level agreements, charging structures and planned maintenance
schedules. Each client may have one or more contracts, so as to group
cover and charges for specific asset types.
Each contract can have separate addresses for contract administration and invoicing, and may cover one or more items of equipment, each possibly being at a different site address. Fixed charges, unrelated to equipment, may also be held on contracts, and blanket cover options may be set for those without a defined asset list. Contract templates may be created, with standard features, charges, analysis etc, and then used when creating others.
Automated printing of contract renewal notices and periodic invoicing facilities are available, and may be operated for individual or groups of contracts, each with the ability to apply percentage uplifts to fees and charges.
Details held on a contract include response and recovery periods, plus applicable charges to be made on service calls. Two levels of charging are available, a basic method, which defines a simple price per hour, and a more advanced scheme. The Advanced charge table allows different rates per hour for On Site and Travel time, for different days, times of day, mileage etc. Separate tables may also be defined for different grades of engineer. Charging for parts and other services may be defined, with separate banding of rates for different categories of part. This allows 'Cost plus uplift', or 'Retail less discount' rates to be set against stock, sundry parts, and sub contract services etc.
Whenever a contract is displayed, a full history of its equipment and sites may be viewed, complete with service calls and costs incurred to-date and since renewal. Full drill down is available to the call event level, showing work done, time spent and parts used.
Meter Billing
The Meter Billing feature of SiCLOPS is an optional module, designed for
any company who manages equipment with meter readings, eg Photocopiers.
When added to a contract, metered items may have additional information held, such as cost per unit and PM frequency. In addition to being prompted for readings whenever service calls are logged, there are separate options available for entering readings, or calculating estimates.
A number of reports are available, highlighting equipment whose readings are overdue; those with exceptionally high use etc., as well as an automated invoicing option, which will update Sales Ledger.
Planned Preventative
Maintenance (PPM)
SiCLOPS allows a number of different methods for setting planned maintenance
schedules. They can be set by fixed periods, week numbers, or even Post
Code, allowing different geographic areas to be covered each week or month.
User definable PM tasks may be created, complete with schedule of work to be carried out and budget times and costs. These tasks can then be assigned to items requiring PM visits, and may be used when printing job sheets.
Advance planning & scheduling of PM work may be accomplished using preview reports, before automatically generating jobs within the system.