Field service management in heating, ventilation and air conditioning technology

Manufacturers and suppliers of heating, ventilation and air conditioning technology regularly have to overcome a number of specific and demanding challenges. Seasonal peaks are particularly pronounced, when increased demand for installation, maintenance and troubleshooting of heating and cooling systems requires fast and efficient scheduling.

Added to this is the complexity of HVAC systems, which requires a wide range of specialist knowledge and specific spare parts. This places high demands on resource planning and inventory management to ensure that the right resources are available at the right time. In addition, compliance with strict energy regulations is a critical aspect that requires constant updating of expertise and careful documentation of the work carried out.

The ability to react in emergencies is also crucial in order to quickly rectify heating or cooling system failures and minimize disruption for customers. Finally, quality assurance plays a key role in success in the HVAC industry. The ability to provide a consistently high quality of service and meet the needs of customers, particularly in industrial and commercial settings, is critical to fostering long-term customer loyalty and positive reviews.

The Field Service Management software from mobileX supports manufacturers of air conditioning, refrigeration and heating appliances in the job management of their field service technicians.

At the heart of the field service management software, digital resource planning ensures efficient scheduling and optimized resource deployment. Route optimization helps to keep journeys and walking distances as short as possible in order to achieve maximum productivity and efficiency.

A mobile solution or app enables on-site access to all order data and the direct creation of feedback via smartphone, tablet or laptop. Digital checklists and forms support service technicians in their work.

FUNCTIONS

What the Field Service Management solution from mobileX offers

Manual planning

Based on the job information, the scheduling system mobileX-Dispatch determines the qualifications required to carry out the job. In the list of suitable technicians, the dispatcher can see who has the time to carry out the job. The map display also shows him which technician has the shortest journey.

Automatic resource planning

In addition to manual scheduling, semi-automatic or fully automatic scheduling is also possible. The dispatcher can either define a specific period and only selected orders for optimization or have all existing orders scheduled using the fully automatic function.

Appointments with end customers

The scheduling module makes it easier for the dispatcher to make appointments with the end customer. mobileX-Dispatch offers the dispatcher all possible execution dates in a table. The dispatcher can prioritize accordingly with regard to the parameters “additional travel time”, “workload” and “appointment”.

Mobile order processing

With mobileX-CrossMIP, service technicians have access to all the data they need for order processing on their mobile device – even when they are out of range. A flexible navigation component gives them quick access to their orders at any time and they can easily switch between different lists and modules.

Feedback, service reports and forms

The technician uses the feedback to record the scope and content of the work performed in the form of time, material and text. Documents such as photos, service reports and forms with signatures can also be created. mobileX offers two options for mapping digital forms in mobileX–CrossMIP.

Daily reports

With the daily report, users can record both order–related and non–order–related working times, such as training sessions or internal meetings. There are three basic variants of how technicians can record their times. The dashboard for time confirmations shows the technician the hours worked on a daily, weekly and monthly basis. Unbooked times are also displayed in the service technician app.

mobileX-Dispatch Software zur Einsatzplanung

Digital resource planning

mobileX-Dispatch is our tool for optimizing your resource planning for technical customer service. Our digital planning includes the scheduling of orders according to qualifications, route optimization, manual planning via drag and drop as well as semi-automatic and fully automatic planning. Pool planning and scheduling of orders to external service providers is also possible with mobileX-Dispatch.

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Mobile app for service technicians

mobileX-CrossMIP is our mobile app for order processing for technical customer service. It offers an intuitive interface and is of course offline–capable. mobileX–CrossMIP enables mobile access to plant data, digital creation of feedback, forms and time recording. Material logistics can also be mapped with our mobile app.

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Industry experience

The field service management and maintenance solutions from mobileX are used by numerous medium-sized and large companies in the plant and mechanical engineering sector:

The introduction of mobileX's field service management software has significantly improved the data quality and transparency of our customers' service calls and equipment. By integrating our complex material processes into digital deployment planning and order processing, we can offer our customers even more effective and better customer service.

Franziska Hölle Director Order Management at HSM GmbH and Co. KG

With a focus on our requirements, the flexibility of mobileX absolutely convinced us compared to other providers. The mobileX ServicePlatform is a perfect match for us, as this solution can grow with the expansion of our service business and our requirements.

Sebastian Harz Head of Technical Service After Sales & Service Gangway Systems Railways at HÜBNER

Since the introduction of the field service management solution of mobileX we have a much better picture of the effectiveness of our customer service and our material and time. This has also helped us to expand our service and to serve our customer service requests faster and more reliably.

Werner-Ulrich Lange sales and customer service director at Melitta Professional Coffee Solutions

The data quality of the feedbacks and checklists has improved exorbitantly with the introduction of mobileX-MIP for Field Service. In addition, we were able to reduce the throughput times of service orders by more than half. We are also demonstrating our innovative strength as a market leader to customers by digitising order processing.

Kai Kathan Team Leader Services at Uhlmann Pac-Systeme GmbH + Co KG

At the beginning of the rollout, there was a certain mistrust of the new solution. But today, the colleagues cannot imagine working without the system. Data quality has improved dramatically with the field service management system. In addition, our personnel structure has changed in the customer service. While the number of our dispatchers has hardly changed, we now have a lot more service colleagues in the field. That is, we can provide more customers with a better and faster service.

Christian Schneider Director Operations International at Winterhalter Gastronom GmbH

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