This article is part of our CloudSuite Industrial Feature Focus series.
Each post highlights a specific feature within Infor CloudSuite Industrial (CSI). In this one, we’re focusing on Service Analytics, the reporting and data visibility capabilities built into CSI’s Service Management module.
Here’s what we’re focusing on today:
- Feature: Service Analytics
- Module: Service Management
- Product: Infor CloudSuite Industrial ERP
Service Analytics Overview
CSI’s Service module tracks every customer incident, service order, contract, and resolution event, giving you the ability to analyze how well your service organization is performing. Whether you're measuring SLA compliance, cost per call, resolution time, or return rates, all the data is already in the system, ready for reporting.
Built-in reporting tools can help service managers track trends across warranties, RMAs, and preventative maintenance performance. This is especially important for companies that support SLAs with customers, where response time and resolution metrics may trigger penalties or bonuses.
While CSI includes native reporting capabilities, many users extend the system with visualization tools like Power BI to create dashboards that track service KPIs across regions, products, and time frames.
Expert’s Take on Service Analytics
Nick Mendolia, Director of Client Solutions at Visual South, explains why service analytics are critical—and sometimes underutilized:
“The service module tracks all the data you need—incidents, SLAs, costs, repairs, replacements… everything. Especially if you have service-level agreements, you’ve got to be able to prove that you met those terms.”
He notes that the analytics are built in, but many customers choose to enhance reporting with Power BI: “It’s just easier to use. You can bring in all the CSI data and build visual dashboards with trends and alerts.”
Nick also points out that this data isn’t just for managers. “If engineering or quality needs to know why something’s failing in the field, the answer is in the service data.”
Service Management Micro Demo
Want to see how service management works in CloudSuite Industrial? Watch this short micro-demo, part of our 20-video demo series on CSI.
Related CloudSuite Industrial Resources
Want to explore more about CSI’s service capabilities? Let’s talk.
Want to see CloudSuite Industrial in action? Access the full demo gallery below.
Want to see CloudSuite Industrial in action? Access the full demo gallery below.
