Handling Service Requests in Field Service

Valuemation allows you to define field services and then make them available on demand to members of staff or users of the machines and systems. New service requests are automatically assigned so that they are handled by the responsible member of staff. Personal to-do lists and automatic reminders help staff deal with them in time. You can graphically represent the assignment of the required service technicians and resources in field service and optimize their assignments, including the routes to be traveled. Extensive analysis functions make the number and scope of the field services transparent and help you identify bottlenecks and improve service processes.

Job requests in field service

Self-service Offerings for Users

You can make the field services defined in Valuemation directly available to users of machines and systems by means of the integrated self-service solution Smart Link. The user interface of this self-service solution is similar to an Internet shop and so can be used intuitively by any user without the need for training. Users can themselves report operational malfunctions or apply for services, such as “Maintenance of machine XY”, and see their current service requests and the status of them at a glance. If required, employees can also contact field service directly, e.g. using a chat function.

You can proactively store important information from field service, such as user manuals or technical documentation, in a database. That means frequently asked questions from users can be answered directly by self service.

Learn more about self service with Smart Link

Self service for field service topics

Configuration and Automation of Field Service Processes

Valuemation lets you configure any desired field service processes, such as for rectification of faults or maintenance work. You can define the process steps required, as well as the persons responsible for handling, examining and approving them. In addition, field service processes can be completely automated, so that for example operating resources are automatically reordered if a level indicator falls below a certain mark, without the need for a service employee to have to take any manual action.

Modeling of field service processes

Monitoring and Control of Systems and Machines via IoT Interfaces

Valuemation allows you to capture and manage all machines and systems (assets) to be administered by field service. Service requests and problem reports are automatically assigned to these assets, meaning that the current status and history of a machine or system can be seen at all times.

Overview of available of assets

Controlling and Incident Management via IoT Interfaces

As a result of the Internet of Things (IoT), more and more machines and systems are connected directly to the Internet. Valuemation lets you integrate these network-enabled systems in asset management and so remotely monitor and control them automatically. USU’s solution for industrial smart services  goes a step further: Configurable big data analyses of sensor data mean that error states can be diagnosed and rectified promptly and impending machine outages avoided.

Problems with technical systems

Benefits

By using Valuemation in field service

  • You increase customer satisfaction by improving the quality of service
  • Continuously optimize the assignment of work thanks to transparency on the amount of work and capacity utilization
  • Free up resources to handle strategically important services by increasing efficiency in operational processes.
  • Increase revenue by offering innovative additional services such as predictive maintenance.

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