Field service and maintenance at customers
Anyone who installs and maintains machines or installations has to plan visits, prepare technicians, record hours and materials and get the work signed off. Digital WorkMate does this in the same system as your orders, products and inventory, so a service visit does not end up in separate lists.
Where it often pinches
- Visits planned on paper or in separate spreadsheets
- Unclear which machine is at which customer and whether it is still under warranty
- Hours and parts used that are reported late or not at all
- Recurring maintenance that has to be tracked by hand
From service request to sales order
- 1Request or contract
- 2Service order
- 3Scheduling
- 4Visit with hours and materials
- 5Report and signature
- 6Sales order
Plan and perform
Service orders with a fixed status flow and one or more technicians. The technician starts and completes the visit on the mobile page, with the GPS position at start and finish, and books labour and material from the chosen stock location.
Report, signature and extra work
The service report with work performed, hours and materials is signed by the customer, on the screen or online. For extra work you create a quote from the order that the customer can approve in the portal.
Installed base and maintenance contracts
Keep track per customer of which machines and installations are in place, with serial number and warranty. Maintenance contracts with a fixed interval create the recurring service orders automatically.
Offline working on the mobile page, route optimization, live tracking of technicians and an SLA engine are not part of the field service module. Collecting billable lines produces a sales order, not an invoice document.
What Digital WorkMate offers for this today
For each part you can see whether it is fully or partially available.
- Field service: service orders and planningAvailable
Service orders for installation, maintenance, breakdown and inspection with a fixed status flow (requested, new, planned, en route, on site, completed), their own sequential number per site, priority, warranty flag and several technicians per order. An order originates from a customer request, a sales order, a support request or a maintenance contract and is scheduled with a planned start and duration.
- Field service: execution, time, materials and checklistsPartial
The technician starts and completes a visit on the mobile page, with the GPS position recorded only at start and finish. They book labour, material and other lines; material is issued from the chosen stock location on completion. Service templates provide standard checklists with outcomes and measured values. Limitation: the mobile page needs a connection (no offline use); there is no route optimization and no live tracking of technicians.
- Field service: service report, signature and extra workAvailable
On completion a service report (template) is produced with work performed, hours and materials, signed by the customer on the technician's screen or later online. For extra work you create a quote (a sales order in quote status) from the order in one action.
- Field service: collecting billable linesAvailable
You collect the billable lines of completed service orders of one customer into a single sales order with one action on the selection in the list; lines are marked as billed. This produces the sales order, not an invoice document.
- Installed base and maintenance contractsAvailable
Machines and installations at customers with address, product, serial number, installation date and warranty end. Maintenance contracts with a fixed interval let a job create the recurring service orders.
- Customer portal for service visitsAvailable
A contact person of your customer signs in to a separate entry with a code sent by e-mail, submits a service request, follows status and planning, views the service report, signs online and approves or rejects a quote for extra work. The customer only sees the orders of their own account, with no prices on the work lines, and has no access to the rest of DWM.
- Support requests between companiesAvailable
A client submits a support request from an order, product or task to the company that supports it. The request becomes a task on the provider's support board; the client sees ticket number, status, history and (when the provider shares them) the discussion and time spent, and can cancel or reopen the request, without access to the provider's board.
- Stock and warehouse locationsAvailable
Stock per location, reservations per order or estimate, FIFO/FEFO per product group, min/max rules, putaway rules with priority and maximum quantity, picking with GS1 barcode scanning, purchase receipts with barcode scanning (including lot and expiry date), a pick list per batch with wave and cluster picking (pick sequence per location, a tote per order), transfers, replenishment and cycle counts. Quarantine locations keep stock out of available stock, a product group can have a default receipt location and the ABC analysis classes products by consumption value. Stock can be moved administratively by dragging, and stock locations can be merged or split.
Service and maintenance: frequently asked questions
Can technicians work offline?
No. The mobile page needs a connection; offline working is not available.
Can my customer submit a service request themselves?
Yes. A contact person signs in to the customer portal with a code sent by e-mail, submits a request, follows the status, views and signs the report and approves or rejects a quote for extra work.
Does DWM create the invoice for a service visit?
You collect the billable lines of completed orders of one customer into a single sales order. DWM produces the sales order, not an invoice document.
Compare with your current ERP
See Digital WorkMate in action
In a no-obligation demo we show how Digital WorkMate supports your processes from sales to invoicing, with honest advice on what does and does not fit.