Solution
Field Service
Run the after-sales process in one system, from request to closure. Service request management, staff assignment and scheduling, SMS notifications, customer/staff portal, maintenance agreements and checklists work integrated with spare parts and finance.
Challenges you face
Problems in day-to-day work
This module is built to fix the problems below.
- Some requests slip through because incoming service requests are not collected in one place.
- Resources are used inefficiently because staff assignment and appointment planning are scattered.
- Dissatisfaction arises because customers are not informed of service status.
- Preventive maintenance falls behind because maintenance agreements and intervals are not tracked.
- You cannot improve because you cannot analyze service times and costs.
Capabilities
What can you do with Field Service?
The module's core features.
Service request management
Record all service requests with issue type, customer information and urgency; never miss a request with 'Pending' and 'Assigned' service lists.
Service calendar and staff assignment
Place requests on the calendar based on staff availability; see clearly which staff member will work on which date and at which customer.
SMS and messaging
Send customers automatic notifications about service status, assigned staff and estimated completion time.
Service board and portal integration
Teams see assigned jobs on a single board; with the customer and staff portals, customers can create and track their own requests.
Maintenance agreements and checklists
Track maintenance agreements, intervals and policies; use checklists so the same steps are followed on every service call.
Service reports
Measure performance with service type, service time and staff movement reports, and identify product weaknesses.
Outcomes
What it delivers for your business
What you see in daily operations once it is set up properly.
- All service requests are collected in one list, so none is missed.
- Staff and calendar are planned on the same screen, so it is clear who works where.
- Customers learn the service status by SMS and through the portal.
- Maintenance agreements and intervals are tracked, so preventive maintenance is not skipped.
FAQ
Frequently asked questions
All requests are recorded with issue type, customer information and urgency; they are collected in the 'Pending Services' list and move to the 'Assigned Services' list once assigned to the responsible staff member.
Thanks to automatic SMS/message notifications and the customer portal, customers can create their own requests, track status and message about the service.
Maintenance agreements, intervals and policies are tracked; with checklists, the same steps are followed in every maintenance job.
Yes. Spare-parts management, staff assignments and financial tracking are handled in the same system.
Field Service by sector
Pages on how this module is used in each sector:
Let's configure Field Service around your business
Get in touch for a demo tailored to your team's needs.