In field service operations, the ability to easily generate quotations is a critical factor directly linked to increasing revenue. However, in many companies, the time-consuming nature of quotation creation makes it difficult for service personnel to proactively propose maintenance services. Business growth requires efficiently making high-value proposals, such as those for large-scale maintenance or overhauls. Achieving this requires implementing an appropriate system that eliminates reliance on individual expertise.
This article explains how utilizing CSOne, a field service management system, can simplify the quotation process and create an environment where profitable sales proposals can be easily made.

 

Current Challenges

The main reasons busy service engineers struggle to create quotations stem from personnel-dependent procedures and cumbersome, inefficient information management.

  1. Personnel-Dependent Procedures

    In many cases, customer and equipment information is managed solely by individual service engineers. This forces them to spend time obtaining information from other personnel, delaying quote creation and often resulting in missed business opportunities.

  2. Cumbersome and Inefficient Information Management

    Checking part inventory and types is often complicated, making it difficult to determine where parts are stored or which ones are appropriate. Furthermore, customer information and work history are often managed on paper or across dispersed systems, preventing quick access to necessary data. These inefficient management methods further complicate quotation creation and reduce overall operational efficiency.

These factors combine to prevent service engineers from dedicating sufficient time to quotes, leading to decreased work efficiency.

The CSOne Solution: Efficient Quotation Creation

CSOne is a cloud-based system designed to streamline field service operations, offering significant benefits for optimizing quotation generation. Below, we demonstrate the process using actual CSOne management screens.

 

Step 1) Order Intake and Case Registration

Let’s assume a maintenance proposal for a boiler installed at the Tokyo factory of a fictional client, JR Tokaido Line Co., Ltd.

First, the basic customer information is entered via the Service Acceptance Registration screen. We select the Tokyo Factory for the facility and JR Tokaido Line Co., Ltd. as the client. Next, we select the boiler—the target equipment for this maintenance proposal—in the Equipment Information section.

CSOne manages basic customer information like the above as master data within the system. Therefore, staff do not need to input facility, client, and equipment information from scratch; they simply select from the proposed options. This makes the system accessible even for less-experienced employees.

Step 2) Quotation Registration and Parts Proposal

Once Step 1 is complete, a “Quotation” button appears in the upper left of the Service Acceptance screen. Clicking this allows for the creation of the necessary quotation related to the accepted case.

The screen transitions to the Quotation Registration interface. The customer information entered in Step 1 is automatically carried over, eliminating the need for re-entry.

Next, details are entered in the Quotation Details section at the bottom of the screen. We click “Add Row” and select the Item Code. For this demo, we select a Natural Circulation Water Tube Boiler.

After selecting the target Item Code, we click “BOM Expansion.” BOM stands for Bill of Materials. Clicking the BOM Expansion button displays a pop-up with selection values such as 1-Year Service, 2-Year Service, 4-Year Service, and OH (Overhaul). This step allows inputting the type of maintenance for the target equipment (the boiler). Let’s select “1-Year Service.”

As a result, a list of parts appears in the Quotation Details section. This list is automatically proposed by the system based on the combination of the equipment information (Boiler) and the selected maintenance content (1-Year Service). The target boiler is displayed at the top, followed by a list of its constituent parts. The system also proposes the price for each part and the required quantity for the service.

By using CSOne’s quotation function, service personnel, regardless of their skill level, can quickly identify the necessary parts list for a maintenance proposal.

Step 3) Quotation Creation and Email/FAX Transmission

Saving the details from Step 2 displays a confirmation screen. After confirming that all entered details are correctly reflected, the formal quotation is created. Click the “Quotation” button in the upper left.

A PDF quotation document is then available for download, detailing the parts and costs required for the boiler’s 1-year service. Thus, the CSOne system allows for the generation of a professional quote in just a few clicks by inputting the target equipment and maintenance details.

Furthermore, this quotation can be sent directly to the customer via email or FAX from within the same system.

Conclusion

By implementing CSOne, the “quotation” creation process in field service operations is significantly streamlined, reducing the burden on service engineers. It eliminates cumbersome, inefficient manual work, and the centralized management of information ensures instant access to necessary data. Moreover, customer and equipment data in CSOne is constantly updated, eliminating personnel dependency, allowing any staff member to proceed quickly.

CSOne’s quotation function provides an intuitive interface that even beginners can use smoothly, enabling high-accuracy quotation creation without relying on the skills of experienced service engineers. The automated parts proposal feature and detailed quote breakdown based on maintenance content ensure that business opportunities are not missed and appropriate proposals can be made quickly.

The efficient creation of vital maintenance proposals, such as for large-scale repairs and overhauls, promotes sales activities that lead to increased profitability. Adopting CSOne speeds up the entire process from quote generation to closing the deal, building greater client trust. By unifying the flow from in-system quotation creation to delivery, overall operational efficiency is improved, strengthening the company’s competitiveness.

For companies aiming to improve profitability in field service operations, CSOne is an indispensable tool. Please feel free to contact us for a proposal tailored to your company’s specific challenges.