FieldEx: Fuelling Coffex's forward trajectory 

Operational Gaps in a Growing Brew

As Coffex Coffee Malaysia scaled its operations to meet growing demand, the team faced mounting pressure to streamline internal workflows, reduce manual inefficiencies, and maintain service quality across every touchpoint.

• Paper-based documentation slowed operations
  Heavy reliance on physical paperwork made filing, tracking, and retrieving information inefficient. Handwritten reports were often hard to read, causing delays and unnecessary stress for staff.
• Reports were tedious to produce
  Generating reports required extensive manual work, draining time and resources that could be better spent on higher-impact tasks.
• Manual job orders increased errors
  Technicians had to work with job orders that were often incomplete or inaccurate, leading to rework, reporting delays, and a higher risk of human error.
• Inconsistent SOPs and repetitive tasks
  Time-consuming processes and unclear repair standards made it hard to maintain service quality, sometimes resulting in repeat breakdowns and wasted effort.
• Customer service needed upgrading
  Response times and communication channels weren’t keeping up with expectations, making it harder to deliver a seamless customer experience.

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Digitizing Operations, One Brew at a Time

To address their operational challenges, Coffex Coffee adopted FieldEx — a centralized, field service management platform designed to digitize workflows, automate reporting, and enhance real-time visibility across teams and inventory.

• Centralized data management
  All key data — job orders, inventory, reports, invoices, forms, feedback, and metrics — is now unified in one dashboard for streamlined access and decision-making.
• Paperless processes
  The shift to digital documentation eliminated issues with handwriting, misfiling, and delays, reducing admin stress and improving overall workflow.
  
• Automated workflows
  FieldEx automates job orders, checklists, and inventory reporting, enabling real-time data capture, faster responses, and fewer errors.
• Real-time operational visibility
  Planners can monitor job progress, technician locations, and stock levels live — with alerts for low inventory — enabling faster, more informed decisions.
• Inventory & parts tracking
  Stock movements are now traceable with bin transfers and collection logs. Automated alerts help prevent both stock-outs and overstocking.
• ERP integration
  FieldEx integrates smoothly with Coffex’s ERP system, enabling seamless data sync for quotes, asset consolidation, and inventory tracking.
• End-customer portal
  Customers receive instant job completion updates and can view service details in real time, improving transparency and satisfaction.

“I encourage companies that are looking for a Field Service Management system to consider using FieldEx. We've been successful in simplifying our team's work processes, increasing our efficiency and communications and FieldEx has played a big role in it.”

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Dawn of a new era

With FieldEx in place, Coffex Coffee has transformed the way it operates — from eliminating paperwork to boosting visibility and customer experience.

• No more paper reports
  Technicians now log service tasks through the FieldEx mobile app, with customers signing off digitally and reports generated automatically.‍
• Faster, more accurate reporting
  Service records and reports are now generated instantly and stored digitally, accelerating admin work and improving accuracy.
• Improved transparency and access
  Real-time data and digital logs enable both internal teams and customers to stay informed, reducing miscommunication and delays.
• Elevated customer experience
  From streamlined updates to faster service resolution, Coffex now delivers a more professional, transparent, and reliable customer journey.
• Efficiency across the board
  FieldEx has empowered the Coffex team to work smarter — freeing up time, reducing manual errors, and scaling operations with greater confidence.

“Now the technicians don't fill in paper reports anymore, instead it’s through an application on their mobile devices. They just need to launch the app and then select the problems with the machines and also what they have done with the machines. After that the customer will sign on the screen of the mobile phone. Then from there the service report is generated automatically and it's all electronic and digital.”‍

– Sam Kuek, Technical Manager | Coffex Coffee

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