Commercial kitchen equipment servicing, simplified with FieldEx

INDUSTRY

Foodservice equipment distribution

COMPANY SIZE

51-200

COUNTRY

Southeast Asia

PROBLEM SOLVED

After-sales service management

REPLACED

A customized service system used for two to three years

FIELDEX FEATURES USED

Work orders, automatic job assignment, preventive maintenance, service forms and checklists, digital signatures, GPS check-in, reports and dashboards

Our client is a foodservice equipment supplier in Southeast Asia, providing commercial kitchen equipment such as soft serve machines, fryers, ice machines and ovens. Its service team installs, maintains and repairs this equipment for customers across the region.

THE CHALLENGES

Years of customization, still short of the mark

The client had used its previous system for two to three years and customized it extensively. It still couldn't deliver what the service team was looking for.

Different Jobs, Multiple Documents: Installations, preventive maintenance and breakdown repairs each needed their own steps, checklists and forms. Each job could also need several documents, such as one for the customer and another for warranty claims with the equipment manufacturer, and some enterprise customers required their own templates. With so many document types, some were overlooked or misplaced, leading to repeated work. The previous system couldn't handle that level of complexity.
Assigning and Tracking Technicians: Matching a job to a technician meant weighing region, skills, equipment brand and model, workload and availability. An AI assignment feature offered with the previous system didn't meet the team's needs overall. Managers also needed to see job progress live, along with travel time and mileage for each visit.
Proof of Work: Photos and customer sign-off had to be captured and attached before a job could be considered complete.
SLA Compliance: The team needed to show customers that its SLA commitments were being met, without compiling the figures by hand.
Employee KPI Tracking: The team needed to track internal KPIs, such as the average time taken for different job types and the average number of jobs completed by each employee.

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Before and after FieldEx

Operational Area	Before FieldEx	With FieldEx
Forms and Documents	Installations, maintenance and breakdowns each needed their own forms. Customer, warranty and customer-specific documents were easy to overlook or misplace, which led to repeated work.	Detailed digital forms adapt to each job type and keep every document for a job in one place, including customer-specific templates. This simplifies reporting to both customers and equipment manufacturers, for example in warranty management.
Assignment and Tracking	Assigning each job meant weighing region, skills, equipment model, workload and availability. Managers couldn't easily see job progress, travel time or mileage.	Jobs are assigned automatically by region, skills, equipment model, workload and availability. Live job status and GPS check-in record travel time and distance.
Proof of Work	Capturing photos and customer sign-off before a job could be closed was hard to manage consistently.	A simple mobile interface guides technicians to attach the required photos and checklists before a job can close, and customers sign on the technician's phone.
SLA Compliance	Showing customers that SLA commitments were met meant compiling figures by hand.	Dashboards track SLA compliance against customer commitments.
Employee KPIs	The average time per job type and jobs completed per employee had to be compiled by hand.	Dashboards show the average time taken per job type and the jobs completed by each employee.

90+

technicians

THE SOLUTION

How the client uses FieldEx

The client now uses FieldEx to manage after-sales service from the first ticket to customer sign-off.

Digital Forms and Documents: Forms adapt to the job, whether an installation, a preventive maintenance visit or a breakdown, with checklists by equipment model and standard wording for diagnoses and service notes. The level of detail and digitization simplifies reporting to both customers and equipment manufacturers, including warranty management, and keeps every document for a job in one place. Customer-specific templates can be used where required.
Smart Job Assignment and Live Tracking: Getting the right technician to each job was critical for the client. Its previous vendor had offered an AI assignment feature at no extra cost, but it didn't go far enough for what the team needed overall. FieldEx assigns jobs automatically by technician region, skills, equipment brand and model, workload, priority and availability, including leave. Authorized users can reassign manually. The office sees each job move from assigned to closed, and GPS check-in and check-out record travel time, distance and service duration for mileage claims.
Simple Proof of Work: A simple mobile interface guides technicians to attach the required before and after photos and checklists, and a job can't be completed without them. Customers sign on the technician's phone, with a timestamp and GPS location, and a PDF report is generated automatically.
SLA Compliance Reporting: Dashboards track SLA compliance against customer commitments, so the team can show that response times are being met.
Employee KPI Dashboards: Managers can track internal KPIs, including the average time taken for different job types and the average number of jobs each employee completes.

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THE RESULTS

A service system that finally fits

After years on a heavily customized system that never quite fit, the client now runs after-sales service on FieldEx, from job assignment to customer sign-off. Starting with a pilot at a smaller sister entity gave the team a tested starting point before the wider rollout.