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Solution · Closed-loop field service

Once the equipment ships, service has to keep up

Repair requests land on a salesperson's phone, the engineer arrives without the right part, and the bill turns into an argument. With CRM, FMS and the warehouse connected, everything from repair request to billing runs in one flow — and quality issues make it back to the factory.

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  • Uses CRM · FMS · WMS · QMS
  • Every product can be purchased on its own

Sound familiar?

The problems usually sit between departments

  • Scattered request channels

    Phone, messaging apps and email — requests slip through the cracks.

  • Dispatch by gut feeling

    Who is free, who can fix it and who is nearby — dispatchers have to guess.

  • Missing spare parts

    The engineer discovers on site that a part is missing and has to come back.

  • Issues never reach the factory

    Quality problems found in the field never reach R&D and production.

How it connects

Intake → Feedback, in one continuous flow

  1. 01 · CRM · FMS

    Intake

    Customers report via the portal or by phone; equipment records and warranty status come up automatically.

  2. 02 · FMS

    Dispatch

    Assign the right engineer by skill, territory and roster.

  3. 03 · FMS · WMS

    Spare parts

    Spare part stock is visible and every issue, loan and return is recorded.

  4. 04 · FMS

    On site

    Work to the checklist, get the customer's signature and monitor SLAs in real time.

  5. 05 · FMS · QMS

    Feedback

    Fault information goes back to quality management to drive improvement at the source.

All steps share the same data
  • Customers and installed base
  • Service contracts and SLAs
  • Spare parts stock
  • Fault records

Results

What changes once the steps are connected

  • Standard response

    Every request is timed and escalated against its SLA.

  • Fixed the first time

    The right engineer arrives with the right parts.

  • Clear charges

    In-warranty or not, service and parts charges are well documented.

  • Quality loop closed

    Field issues drive product improvement.

Getting started

No need to do everything at once

  • Every product can be purchased on its own
  • Start with the step that hurts most, then connect the rest
  • Products you add later use the data already in the system — no re-import

Products used

This solution is made up of these products

Start with one of them and connect the others later.

Customer Relationship Management (CRM)Shared customer records · Sales follow-upLearn more → Field Service Management (FMS)Dispatch and shift planning · SLA monitoringLearn more → Warehouse & Material Management (WMS)Locations, lots and barcodes · Pull-based line feedingLearn more → Quality Management & Traceability (QMS)Four inspection checkpoints · SPC process controlLearn more →

Common in: Pharma & medical devices · Electronics · Machining

Next step

See how Closed-loop field service would run in your plant

Tell us how you work today, and we will demo this combination against your own process.

Request a demo → Contact us