Service Software
Solve all your service management challenges easily with one software solution—ADASMA.
ADASMA helps technical service companies centrally manage requests, operations, feedback, and service quality.
Definition and meaning of service
The service division (also known as customer service) is a department within a company that provides services to customers. This includes services such as the maintenance and repair of machines and assets by a fitter or service technician. The aim is to increase customer satisfaction and increase sales in the service area.
In the past, the service business was often viewed as a burdensome sideline, seen as a necessary complement to the lucrative sale of new investments. Reliable and high-quality service has become a unique selling point and differentiator among all (service) providers on the market. As customers often want to purchase everything from a single source, good customer service also serves as a driver and important sales argument when selling new systems.
In addition, the service sector—particularly maintenance and repair companies—is a relatively crisis-resistant industry, as assets and machinery are often operated continuously and must continue to be maintained and repaired.
In summary, the service sector has become significantly more important in recent years. Reliable and well-organized service is an important factor for sustainable corporate success now and in the future.
Sub-areas and tasks of service management
Customer and plant management
- Management of customer data incl. Relevant contact person
- Documentation of customer communication in a CRM history
- Maintaining the customer's system master data and the installed components (e.g. serial number, location, performance data)
- Storage of spare parts lists, measurement logs, maintenance plans and technical manufacturer documentation
- Ensuring a complete service and Technician history for the customer and their assigned objects
- Monitoring of warranty periods and outstanding work on the assets (urgency, due date)
- Planning regular maintenance work, taking into account service and maintenance contracts
Strategic and operational service
- Analysis of all customer interactions and service assignments and derivation of optimizations for operational service
- Monitoring and evaluation of the entire service process: How many service hours are spent on which activities? How is the ratio between driving time and work time changing?
- Technical analyses: Which type of system fails most frequently? Which solution approach helps with which error codes? In which areas are there not enough service technicians relative to the number of assets?
- Sales: Identification of customers and assets that have not been approached for some time. Monitoring maintenance and service contracts and their remaining terms.
Operational planning of service technicians
- Coordinating maintenance and repair visits with customers, taking special requests into account (adhering to the time window and, if applicable, the service technician’s preferences)
- Prompt and efficient handling of last-minute repair and troubleshooting operations, as well as the rescheduling of previously scheduled operations
- Determination of optimal routes for the fitters to the planned operations (route optimization)
- Scheduling service technicians based on their skills and the requirements of each operation (skill management)
Mobile customer service
- Consideration of customer requirements when carrying out operations (instructions, safety guidelines)
- Step-by-step implementation of service activities, e.g. by following maintenance checklists
- Logging of measured values, analysis of past measured values and their progression
- Complete documentation of work carried out, recording of outstanding work for follow-up assignments
- Recording the operation times, discussing the service report with the customer and obtaining the digital signature
Tailored to your service needs.
Advantages of service software
Increased transparency across the entire service process
Service software (also known as service management software) can—compared to isolated and makeshift solutions such as Microsoft Excel—significantly contribute to increased transparency, as it is integrated into all of the company’s key service processes. From the service request submitted by a customer, through scheduling and planning in the operational planning system, to the actual service execution in the service technician’s mobile app, every step of the process is seamlessly documented.
Every employee can see the current status of a particular operation and track any changes being made.
Service software can also initiate workflows that are automatically triggered by specific events. These include, for example, a customer order taken on-site by a service technician or a request for a material return.
Even after an operation is completed, the service management software helps analyze the recorded operation data. This includes key service metrics such as the distribution of service hours across different service classifications (e.g., maintenance, troubleshooting, or warranty work) or the ratio of working time to travel time.
Less effort and cost savings
By using a modern service software solution, you can also avoid time-consuming duplicate work that arises during the preparation and follow-up of operations. Service reports are often laboriously typed out and entered into a manually maintained Asset history, a process that can be fully automated with service software. Furthermore, the avoidance of media breaks (Excel, paper, ERP) leads to a significantly faster turnaround time for the operation.
Duplicate checks and manual data transfer between different systems can be minimized through a simple interface connection—for example, between the ERP system and the service management software.
Another positive side effect is the increase in liquidity. In particular, thanks to the digitization of service technicians' work, operation data can be reported back and billed directly on the same day. The wait for illegibly completed service reports is now over.
Improved service quality and positive interactions
The aforementioned factors—greater transparency in service, reduced effort, and improved data quality—consistently lead to higher service quality across all departments.
- Frequent queries from service technicians to operational planning due to a lack of operational information
- Problems with the service report: illegible data, missing documents, long processing times
- Numerous invoice corrections, high express/courier costs due to incorrect delivery of spare parts
In summary, the service software improves both internal and externally perceived service quality. Customer satisfaction with service increases significantly, which consequently also has an impact on the company’s image. The interactions with other divisions of the company—such as new equipment sales—should not be overlooked.
If customers appreciate good service, they are more likely to place new orders for new systems and are usually willing to pay higher prices than those charged by the competition.
ADASMA as the ideal service software
With ADASMA as your service software, you can enjoy all the benefits mentioned above. Due to the extensive range of features, all of the listed subareas and tasks are supported in Service Management. The software remains clear and easy to use throughout - both for the office staff and for the service technicians.
ADASMA's target audience includes, in particular, maintenance and repair companies that perform service work on technical facilities. These include applications such as the maintenance of motors, gearboxes, CHP units, wind turbines, emergency power systems and industrial refrigeration systems. ADASMA stands out here in particular thanks to its intelligent Asset history and flexible management of your assets and objects.
Whether you’re a third-party service provider or an in-house customer service department, ADASMA’s high level of customization ensures it meets all your needs. Convince yourself of ADASMA in a personal meeting and arrange a non-binding webinar appointment today.