Key Features of Service Case Management

 

✅ Service Request Logging & Assignment

• When a service call is received, a Service Case is created by the Service Controller.

• Service requests can originate from multiple channels, including telephone, email, or automated messaging systems.

• The system automatically links the case to an existing Service Contract and customer account based on the equipment’s serial number.

 

✅ Handling Ad-Hoc & Non-Contracted Service Requests

• If no existing Service Contract is found, Servana ERP automatically generates an “Ad-Hoc” cash-based contract, allowing one-time service calls to be recorded and billed.

• This ensures that future service requests for the same equipment can be easily retrieved and referenced.

 

✅ Field Technician Assignment & Job Cards

• The Service Controller assigns a Field Technician to the case by creating a Job Card.

• The Job Card serves as the technician’s work order, detailing the service request and guiding them through the repair process.

• Once the service is completed, the technician:

  • Closes the Job Card and records the service activity performed.

  • Logs all spare parts and consumables used, updating the service cost automatically.

  • Triggers an invoice generation based on the terms of the Service Contract.

 

✅ Multi-Technician Support & Advanced Scheduling

• Multiple Job Cards can be linked to a single Service Case, allowing for collaborative service work where multiple technicians are involved.

• Case Appointments & Timesheets can be created, depending on the service workflow configuration.

 

✅ Mobile Access for Field Technicians

• Field technicians can access service case details, job cards, and equipment history directly from their smartphone or tablet.

• The Servana Mobile App allows technicians to:

  • View case details, customer history, and contract terms.

  • Update job status in real-time while on-site.

  • Record used spare parts and service notes instantly.

  • Capture customer sign-off upon service completion.

 

Why Choose Servana ERP for Service Case Management?

• Faster Response Times – Quickly log and assign service cases for efficient issue resolution.

• Improved Technician Coordination – Assign, track, and manage field technicians with ease.

• Automated Billing & Cost Tracking – Convert service activity into accurate, contract-driven invoices.

• Seamless Mobile Access – Empower technicians with real-time service case updates on the go.

 

Transform Your Field Service Operations

With Servana ERP, managing service cases is no longer a challenge—it’s a streamlined, automated process that enhances efficiency and improves customer satisfaction.