Mobile solution for customer service
Mobile order processing
With mobileX-MIP for Field Service, the technician receives orders directly on the mobile device. He starts well prepared from home to the first assignment. Even in dead zones he retains all the information such as a message from the client, documents or the customer history on his device.
Service report with customer signature
The technician creates the service report at the press of a button. The report can be in modular form, consisting of hours worked, material used, and checklists. Customers sign the completed service report and/or the technicians complete it digitally on their mobile devices. mobileX-MIP for Field Service creates the PDF service report and archives it automatically in the back office (such as SAP CS job). The customer can optionally receive the report by e-mail.
Intelligent material logistics
mobileX-MIP for Field Service provides the technician on-site with an inventory-managed technician stock (vehicle stock). Consumed materials are automatically reported to the back office (such as SAP MM). In addition to consumption quantity, the technician can also optionally select the serial number (for serialised material). The entire material logistics process thereby benefits from a significant increase in efficiency in the service area. This includes the processing of returns.
On site: Sales lead, cost estimate, etc.
Direct contact with the customer on-site is very important for the company and the service organisation in many respects. The technician can create cost estimates or even generate sales leads, for example. mobileX-MIP for Field Service (in combination with "Dynamic Forms1") forwards this data seamlessly to the office-based staff or to the relevant sales organisation.
1 Optional extension for mobileX-MIP for Field Service
Day-to-day business and system start-up in a single tool
With mobileX-MIP for Field Service, the technician not only handles day-to-day business and malfunctions, but the solution can also be used in system start-up jobs lasting multiple days. For example, technicians create their activity confirmations each day with a customer signature. Invoices can thus be created earlier and the office-based staff remains informed of current progress at all times.
Control for office-based staff: mobileX release monitor
The mobileX release monitor1 allows supervisors (such as service managers / office-based staff supervisors) to check the incoming job completion confirmations from technicians before posting in SAP. The release monitor separates out the incoming service reports for manual checks using defined criteria. This saves office-based staff from having to make time-consuming reverse postings in SAP.
1 An optional extension to mobileX-MIP for Field Service. Currently only SAP is supported
Increased customer satisfaction
A more efficient troubleshooting, higher punctuality and an improved ability to provide information for customers enhance the service quality and thereby increase customer satisfaction.
Better data quality
The validation of texts in data entry on site and the avoidance of media breaks through the direct transfer into backend systems contribute to a much higher quality of service reports, feedback and forms.
Through mobile access to customer history, object data and material logistics queries by phone can be avoided as well as second journeys.
More efficient service processes
The seamless integration of digital order processing in resource planning and back-end systems in the company contributes to an interdepartmental optimization of the entire service process.
mobileX MIP for Field Service can be easily integrated into the existing interfaces of your leading systems. These are often SAP CS, SAP PM and SAP CRM - but also systems such as Microsoft Dynamics ERP or proprietary applications.
mobileX MIP for Field Service can either be integrated natively in SAP through our certified SAP add-on, an MS SQL or Oracle database or via web services in other backend systems. We also cooperate with partners when it comes to creating new interfaces for new processes.
Scalability and adaptability
mobileX-MIP for Field Service is a standard software that adapts to your individual requirements. The modular design of the solution offers the opportunity to closely track your use cases and mobile processes. If changes in your corporate structure or your processes occur, mobileX-MIP for Field Service adapts flexibly.
Free choice of devices and operating systems
mobileX-MIP for Field Service and mobileX-CrossMIP support Android, Windows and iOS. So you are completely flexible when choosing your mobile devices. Whether smartphone, tablet or laptop - ruggedized or business - our mobile solution adapts to your hardware. The simultaneous use of two mobile devices - double play - for status update and text input is possible.
Integration of third party applications
mobileX-MIP for Field Service enables easy integration of third party applications such as knowledge management systems, spare parts catalogs or subcontractors. Our extensive partner network expands and complements our portfolio of solutions to best reflect your service process.
On request we can send you our system requirements or architecture.