mobileX-MIP for Field Service

Service technicians must be familiar with more and more complex products. Without mobile software that also integrates spare parts and knowledge management, this is almost impossible today. In addition, the advisory function of the technician on site at the customer’s premises is increasingly in demand.

mobileX-MIP for Field Service is a mobile software solution that supports the service technician in machine and plant construction. Employees use it to receive their orders on their mobile device while on the road. They can access order data in back-end systems, create their service reports or forms on site and transfer them to the head office for further processing.

Features Demo video Screenshots Benefits References Tech Spec

Functions

Main features of mobileX-MIP for Field 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. This report includes all services, such as times, transportation costs, and material consumption. Courtesy services can also be marked as needed. The customer signs the completed service report and/or the technician completes it digitally on his or her mobile device. 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 also receives the report in advance 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). If minimum stock levels have been entered, the back office automatically orders more for the technician stock. 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.

Make your service stand out!

Overview of order details

All order details necessary for the execution of jobs can be accessed via mobileX-MIP for Field Service. Thus, the technician is well prepared for the job on site.

Display of details for technical objects in the order

Details for technical objects in the order. The technician can adjust the structure of the technical objects as required.

Characteristics for objects

The characteristics of an object can also be viewed and edited on the move.

Overview of the service history for the affected equipment

In the service history, the service technician can see which tasks were performed on the respective equipment in the past.

Selection of consumables in mobileX-MIP for Field Service

The technician can conveniently select consumables via a search in mobileX-MIP for Field Service.

Material feedback in mobileX-MIP for Field Service

In addition to simple consumables, the technician can also enter serialized material and select the cost type and warehouse.

Entering a dynamic form

The extension Dynamic Forms allows the service technician to fill in forms and checklists. The recorded data is structured as required and recorded in the leading system.

Order completion and shipping options for the service report

After completing the order, the technician creates the service report. This can be sent to the customer together with other attachments such as forms. The reports and forms can be displayed in different languages.

Preview of the service report

The service report summarizes all activities and all consumables. The report is signed by the customer and the technician.

English service report

Preview of the English service report. If the data in the leading system (for example, SAP ERP) is maintained in several languages, texts in the selected language are displayed here, for example, in English.

Order completion with follow-up order

If the service technician could not complete the order, he has the option to create a follow-up order, if necessary even with an estimated duration.

Recording ot travel expenses

Via the travel expense manager, the service technician records expenses, for example, parking or accommodation costs. The receipts entered are saved on the order.

Entering a damage report

If the technician discovers further damage on site (e.g. on other equipments), he creates a notification according to the SAP standard with the damage pattern, cause and, if necessary, action.

Benefits

Your advantages by using mobileX-MIP for Field Service

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.

Increased productivity

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.

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References

What our customers say

A rapid introduction of the new Field Service Management solutions in the course of a transnational, end-to-end digitalization of our service processes was very important to us in this project. In addition, the mobileX solutions covered the majority of our standard processes.

Thomas Mattes Head of Technical Service at ARBURG GmbH + Co KG.

Using mobileX-Dispatch and mobileX-MIP for Field Service we can ensure a high service quality and contribute to continiously improve the AVL products. Media disruptions between field service technicians and back office colleagues can be minimized. Affiliates report fewer sources of error as well as less administrative work. They also can issue invoices quicker. This has also resulted in the fact that the investments in our affiliates pay off after about 18 months due to the savings.

Patrick Liegl Global Project Manager AVL Group

We decided in favor of mobileX AG because mobileX-MIP for Field Service is the best way to map the complexity of the object characteristics recorded on site with the subsequent posting via the release monitor in SAP CS. By introducing the solution, we were able to achieve a sustained improvement in data quality. In addition, the invoicing processing times have been reduced from up to 30 to a maximum of five days.

Stefanie McRae Manager Process Performance CRM at Maschinenfabrik Reinhausen GmbH

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

Despite a very tight schedule for implementation and rollout the launch of the project went smoothly, particularly with the extensive technical requirements. Our service staff are now relieved of administrative tasks and we can realize many supplements for additional value creation.

Nils Michaelsen Director IT applications at Pluradent

Securiton: Security around the clock thanks to digital service processes

The mobile, paperless reporting led to a considerable increase in efficiency. In addition, our warehouse management has benefited a lot from the introduction of mobileX's solutions. We now have transparency over all parts in the vehicle warehouses. Inventory is much easier and saves us a lot of time and money. In addition, we can use the mobile solutions to store service reports with customer signatures in an audit-proof manner. The multilingual nature of the solutions benefits both our employees and our customers.

Thomas Buser IT project manager at Securiton AG

The introduction of mobile solutions and field service management software has helped us align the processes to the needs of our customers and has thus enhanced the quality of our customer service significantly.

Klaus Denninger Service Projektmanager at WAREMA Renkhoff SE

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

Tech spec

Technical specifications

Backend systems

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.

Interfaces

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.

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.

Infrastructure

mobileX-MIP for Field Service is available on-premise or SaaS solution through the mobileX-ServiceCloud.

On request we will be happy to send you our system requirements or architecture.