Profit by customer, contract and kind of issue
See what each job, customer, contract and kind of issue earned against what it cost you in labour and parts. For an AMC, see the fees invoiced plus the work billed on its tickets, less the cost to serve it.
PLANSScale only
Why it matters
A maintenance contract can lose money without anyone noticing: the fee comes in every quarter while the same site calls you out again and again. SmartMy Desk puts the cost of every hour and part on the ticket. The contract shows its fees, the extra work billed and the cost to serve in one place. You see the margin of each contract before you quote the renewal. The same figures, by customer and kind of issue, show which work you price too low.
The problem it solves
- An AMC looks good on paper, but the site calls you out every week and you lose money on it.
- You bill a customer every month and cannot say whether their account pays for itself.
- Some kinds of issue always need two visits and parts, and you price them like the easy ones.
- Margins are worked out once a year in a spreadsheet, too late to change the renewal price.
How it works
- Each technician's time on a ticket takes a cost per hour: the technician's own Cost per Hour, else the cost of the work type.
- Each part or material used carries its cost. Together they make the ticket's labour cost and material cost.
- When the work is billed and the order is confirmed, the ticket's revenue is the untaxed amount of its confirmed orders. Margin is revenue less labour and material cost.
- A service manager opens Helpdesk > Reports > Time and Cost > Profitability. It shows solved and closed tickets with revenue, labour cost, material cost and margin, by customer to start with. Group by contract, kind of issue, team or month instead.
- On each contract, the Fees tab shows Profitability: Fees Invoiced, Billed on Tickets, Cost to Serve and Margin.
Everything it does
On each ticket
- Revenue: untaxed amount of the ticket's confirmed orders
- Margin: revenue less labour cost and material cost
- For a ticket with sub-tasks: Revenue with Sub-tasks and Margin with Sub-tasks, for the whole job
- Shown to team leads and above; technicians never see costs or margins
The Profitability report
- Solved and closed tickets, archived ones included
- Measures: revenue, labour cost, material cost and margin
- Rows by customer to start with; group by contract, kind of issue, team, technician or month
- Pivot, graph and list views; open the tickets behind any figure
- For service managers
Contract profit
- Fees Invoiced: the posted fee invoices of the contract, before tax
- Billed on Tickets: the revenue of the contract's tickets
- Cost to Serve: labour and material cost of the contract's tickets
- Margin: fees invoiced plus billed on tickets, less cost to serve
- On the contract's Fees tab, for service managers; it covers the contract's whole life, not one period
Where the costs come from
- Cost per Hour on the technician (team leads and above see it), else the work type's cost
- The cost is fixed on the time line when it is made
- Parts from stock at their cost; parts bought for a job at the vendor's price the technician gives
- Covered work under a contract earns nothing on the ticket; its income is the contract fee
Van stock
- What each van holds is under Helpdesk > Vans > Van Stock, part of the same Scale plan row
Who uses it
Service managerReads profit by customer, contract and kind of issue, and the contract's margin before a renewal.
Team leadSees revenue and margin on each ticket and job of their team.
OwnerDecides renewal prices and which contracts to drop from the contract margin.
Where you use it
- Web: Helpdesk > Reports > Time and Cost > Profitability
- Web: each contract's Fees tab, Profitability group (with contract fees)
- Web: Revenue and Margin on the ticket form
- Not in the app, and never on the customer portal
What you control
Settings
- Cost per Hour per technician: empty to start with, then the work type's cost is used
- Who sees the report: Service manager
- Contract fees billed monthly, quarterly (to start with), half-yearly or yearly; their posted invoices make Fees Invoiced
Questions
Where does the cost of a technician's hour come from?
From the Cost per Hour you set on the technician. Without it, the cost of the work type is used. The cost is fixed on each time line when it is made.Does the report include open tickets?
No. The Profitability report shows solved and closed tickets. The contract's margin counts all its tickets.Can I see the profit of one contract for one year?
The contract shows its whole life. For one year, group the Profitability report by contract and filter the tickets by date; fees are on the contract's invoices.Can technicians see the margins?
No. Revenue and margin on a ticket are shown to team leads and above, and the report and contract profit to service managers.Which plan has it?
Scale. Contract profit also needs contract fees, which are part of Growth and so included in Scale.Related features
CONTRACTS AND MAINTENANCEAMC contracts and what they coverEach annual maintenance contract says which kinds of issue, sites and units it covers. It also says whether labour, parts, call-outs and after-hours work are free or billable. Every ticket is checked against it and marked Covered, Partly Covered or Billable. A team lead can override that with a reason.CONTRACTS AND MAINTENANCEContract fees and online renewalsA contract's fee is invoiced by itself each month, quarter, half-year or year until the contract ends. Before it ends, the account manager is reminded and proposes the next term in one click. The customer's admin accepts or declines it on the portal, or signs a renewal quote for the whole term.QUOTES, BILLING AND PURCHASEBilling of approved time and materialsApproved, billable time, parts and call-outs go on an order at the customer's prices, with contract discounts and markup. A draft invoice follows for your accounts team. A customer's ticket does not close while billable work is left unbilled, unless a service manager waives it with a reason.WORKING A TICKETTime on tickets with a timer, work types and timesheetsTechnicians log time on each ticket with a timer or by hand, by work type: normal hours, after hours, holiday, emergency, call-out or travel. The team lead approves the hours before they are billed, and each line can also land on the technician's timesheet.WORKING A TICKETMaterials used on a ticketRecord every part used on a ticket and where it came from. It can be your stock, bought for the job, bought by the customer or supplied by them. Each source is priced its own way, and a team lead approves the lines before they are billed.REPORTSTechnician utilisationFor each technician and day, see the hours they were due to work against the hours they logged on tickets. See how much of it you can bill, how much a contract covers, and how much went on travel.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.