Frequently asked Questions

General

1. Are the software packages Windows 7/8/10 compatible?

Yes. All our softwares run in all 32/64 bit versions of windows, including Windows 7/8/10.

2. Are the software applications web based?

No. Applications are not web based. But you can extend the application through web if you have a public static IP address or by using VPN.

3. Can we use the applications as a stand alone package and networked application?

Yes. Application can be used in a single/multi-user environment running in a single machine, or a multi user networked environment that can be accessed from any client in the network. Upto 20 simultaneous users in write mode (data entry) and 100 users in read mode (report access / data view) are supported. In networked environment, it is possible to use one of the client PCs as the server.

4. Do you require dedicated IT staff to install and maintain the applications?

No. Applications are designed to be installed, used and maintained by normal Windows users who have no IT background. It would be as simple as using MS Word, but with us on stand by to give you clarifications on any issues that you may have !! You can interact with us on messenger, mail or phone. Application support is unlimited. At any point of usage, you can ask us to be on standby before you attempt something new with the package!!

5. I could not understand some features clearly. How do I get support from you?

We give you support on features and usability even when before you become our customer. We provide telephone and mail support, and you can also schedule MSN/Yahoo/google messenger support sessions. All these are free of cost. While you implement the software at your end, we can be on stand by, monitoring your progress. You can ask us anything, and we will reply to every single issue in detail.

6. What kind of customisation support do you provide?

We provide customisation on labour charges. For hardware products, customisation would be considered as a separate project, and would be chargeable as a separate project.

7. The applications look a bit huge and I may not use all the features or modules. Can I use those features/modules later?

Absolutely yes. For example, if you do not want to use inventory, just don't use it !. After using other modules for an year, if you think you require Inventory management, just start using it. You can make those modules disappear by limiting access to all users to those modules, and then enable them later when you need them.

8. Can I export the financial information generated by the software to another application?

Yes. You can export data in CSV/excel format. We can also help you in specific cases of data export requirements.

9. After one year of usage, we have discovered that we need new reports in certain format. Is this possible?

Yes. New report requirements are common, and SmartB applications are designed for easy installation of new reports.

10. How do you compare SmartB application architecture to other SME software applications?

SmartB applications are enterprise level scalable applications meant for professional usage. These are structured similar to higher end ERP applications with CRM facilities built in, keeping ease of use as the primary requirement.

11. How does the software registration work? Where do we get the key?

After installation of the software, it goes into trial mode. During the trial mode, you can enter the licence key any time. Every installation requires a different key, and the key is based on the hard disk number. Key will be sent to you when you send us the company name and the installation code. Single key is sufficient in a networked environment.

12. Can the software and database expand as the strength of my customer base grows?

1 GB database size helps you to retain data for many years without need for pruning of data. Even after pruning data, getting your old data back is as easy as copying a file.

13. We have multiple users with different roles. The features (like availability of cost price, stock levels, access to different modules) available to each user must match his role. Is it possible to control this in SmartB software?

Yes. Access control module allows you to precisely fine tune what each user can do and what each user can access. Besides, database is a secure database with password protections in place.

14. What back end is used for the applications?

ANSI SQL compliant JET SQL is the back end. Managing the database is easy since you can copy and move the file the way you do with any other files. Database maintenance is fully automatic and the utilities for the same are included in the applications.

Total Service

1. What businesses is Total Service ideal for?

Almost any service business like electronic equipments/instruments/gadgets, electrical equipments, mechanical equipments, machine tools, electro-mechanical equipments, hydraulic and pneumatic equipments etc.

2. How is warranty handled?

Warranty is considered like a maintenance contract. When a product is supplied to a customer, it is entered in the installation file. After you save the installation record, SmartB will ask you whether you want to add this product to a Maintenance contract, and then adds it. Whenever the product comes for service, system will automatically look up the contract details.

3. Our customers many times include multiple products to a single maintenance contract (SLA) and negotiate a single contract charge. Can we do this in Total service?

Yes

4. Our service charges are based on the number of hours. Can we do this in Total service?

Yes

5. We need to find out the total hours spend on travelling and servicing. Can we do this is total service?

Yes

6. Can we anaylse employee performance based on factors like number of jobs solved in a given period, average time taken to solve problems, service hours, product range handled etc?

Yes

7. Can we analyse expenses and profits of the service center based on employee, product etc?

Yes

8. Can we analyse the time and money spent on products under warranty?

Yes

9. Can we do service job costing and prepare invoices?

Yes

10. Can we track payments received, receivables due etc?

Yes

11. Can we include payment terms in service invoice and track receivables based on payment terms?

Yes

12. Can we maintain and manage a knowledgebase from the experience and knowledge derived from resolved jobs and use them to solve jobs faster or to track product problems?

Yes

13. We allocate service jobs to service engineers based on location and load. Ie: The engineer for that location, who has least number of open jobs with him will automatically get the new job allocated to him. Is this possible?

Yes. Total service also supports product specialisation and load based routing or just load based routing.

14. Is it possible to escalate the service jobs if it lying unattended or unsolved?

Yes. You can define your business rules for escalation, and then do the escalation manually or automatically. There is a separate product called escalation server, and it can be run manually or configured to run as a service. Escalation mails and SMSs can be sent as per the configuration.

15. Is it possible to find the maintenance contract which would be expiring in a month?

Yes. You can also send personalised reminder mails and SMS in bulk for expiring contracts. Expiring contracts also appear as alerts in the dashboard when you log into Total Service. You can also track offers sent for renewal of contracts, and the renewal status.

16. My competitor has maintenance contracts which I want to acquire on expiry. How do I remember these contracts so that I can send my sales guys to secure the contracts?

You can track your competitorís products and AMCs. In the installation. Moreover, you can simply insert a diary entry for the expiry of the contract. You will be automatically warned when the time comes.

17. What is calibration module?

In some businesses like weighing scale business, products are to be calibrated at certain intervals, and a calibration certificate is given to the customer. You can use calibration module to manage this.

18. We provide copier machines on rent. In some cases, we charge based on the number of copies + base rent and in some cases, we charge just flat monthly rent. Can we do this in Total service?

Yes. You can mix meter based/ flat rent based rentals. Invoices can be raised as per your requirement and receivables can be managed.

19. We manufacture UPS systems. In some cases, provide separate SLAs for batteries. Can we manage this in Total Service?

Yes. You can enter each product as a separate installation and provide different SLAs for them. Later, you can club them as a single assembly and use a single assembly serial number. In this way, you can manage the assembly as a single installation.

20. We provide preventive maintenance services to our customers. How do we club the visits due in an area so that we can send one guy and finish them in one shot?

You can search for PMC visits due in an area within certain period, and assign them to a service engineer, and then print a PMC schedule for him. When you assign the job to a service engineer, it will automatically create the schedule for him and it would appear in his dashboard.

21. Our customers want to be notified when preventive maintenance visit is done for them and also expects us to send them the report. How do we do this?

Total service supports automatic SMSing and mailing of PMC service logs. You can take reports periodically and send them to your customer.

22. We have decided to send mails to our customers on service job status. How do we do that?

Total service has built-in support for automatic/manual sending of SMS/email when a service job is registered, status changes or when the job is completed.

23. How do we send SMs and mails in Total service?

SMSs are sent through Email to SMS gateways. You can configure the parameters to suit free / third-party email to SMS providers. All emails are sent through Outlook and this helps to retain the history of mails sent.

24. When a service job is delegated to a service engineer, how does he come to know about it?

1. An appointment gets created for the service engineer for the scheduled date, if the schedule date column is filled. All appointments come up in the dashboard alert when he logs in or when the service manager logs in.

2. When he logs in, he can check the jobs delegated to him.

3. When he logs in, all pending service jobs allotted to him appears in the dashboard.

4. Whenever a service job is registered, an email/SMS goes to the Customer and the same gets Cced to the service engineer if email and SMS are enabled for service jobs.