Service I: Philosophy

In this MasterClass webinar, we build the foundation blocks and share the philosophy of Service with hosts Brad Malone and Tofiq Indawala

This webinar was recorded on June 26, 2024.  View or download slide deck here

Agenda:

1. Introduction |
   1. Discussion between Brad Malone and Tofiq Indawala
   2. What are Service Contracts?  What is their value?
2. Context |
   1. What are we currently doing?
3. Poll 1  | Current Conditions
4. Context |
   1. Service vs. Projects​
5. Roles and Functions | 
   1. Service Manager
   2. Customer Service Reps (CSR)
   3. Service Technicians
   4. Service Admin / Coordinators
   5. Sales Manager and Sales Reps
   6. Purchasing
   7. Projects
   8. Accounting
6. Terminology |
   1. Product / System
   2. Substantial Completion
7. Process |
   1. Organizing for Support |
   2. Project to Service Hand-off |
8. Poll 2 | What does your Project to Service Hand-off look like?
9. Service Contracts |
   1. Service Contract Types
   2. Pass-Thru Contract
   3. Third-Party Contract
   4. Entitlement / Service Level Agreements (SLA)
      1. Discounts
      2. Coverages
      3. Recurring Calls
      4. Managed Services
      5. Term
      6. Price
      7. Billing Frequency
10. Poll 3 | How robust is your understanding of Service Contracts?
11. Service Contracts – Financials |
    1. Invoicing vs. Revenue
    2. Revenue Recognition
    3. GL Structure
    4. Invoicing – Recurring, Block or T&M
    5. Renewals – auto, quoted, notification type, price increases​
12. Service Contracts – Pricing Scenarios |
13. Summary |
14. Q&A (see below) |
15. Poll 4 |​ Would you like to be contacted regarding further training on “Service” in Q360?
16. Wrap Up and References |

Prefer to view or download this MasterClass slide deck as a PDF?

Interested in learning more?

• Release Highlights v23.01 – significant Service module enhancements
• Release Highlights v23.02 – Preferred Service Date / Time Requests | Recurring Calls, Maintenance
• Contact Solutions360 Customer Care team at support@solutions360.com to schedule your upgrade to Q360 v23.02

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Q & A – Answers to relevant questions submitted during the live webinar may be found below.  If your team is interested in additional training options, please reach out to your Customer Care Team.

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