Powered mobility: maintenance and inventory tracking on FieldEx

INDUSTRY

Transport and Mobility

COMPANY SIZE

201-500

COUNTRY

North America

PROBLEM SOLVED

Planned maintenance and inventory

REPLACED

Excel spreadsheets and Microsoft Teams

FIELDEX FEATURES USED

Work orders, preventive maintenance, asset management, inventory and spare parts

Our client, a North American mobility technology company active in multiple regions and countries, deploys powered mobility devices in busy public venues. A five-person customer experience (CX) team supports around 50 of these devices in the field, and that number could double within the next two to three quarters. Starting with this team, the company intends to extend FieldEx to other regions and business units as it delivers value.

THE CHALLENGES

A small team, a fast-growing fleet

With a handful of people supporting devices across multiple locations, the client needed its service and inventory processes to scale. Day-to-day tools weren't built for that.

Service Tracked in Spreadsheets and Chat: Servicing relied mainly on Excel and Teams, so job details and history lived in separate places.
Inventory Without a Clear Picture: Keeping track of spare parts alongside service work was hard to do reliably.
Maintenance Every Six Months: Each device needed regular servicing on a six-month cycle, which is hard to keep on schedule across a growing fleet.
A Small Team to Support Operations: Five CX team members supported around 50 devices, and the fleet was expected to grow quickly as their engagement with their customer scaled.
Enterprise Tools Too Heavy: An earlier attempt with Salesforce proved too complex to set up and customize.

‍

Before and after FieldEx

Operational Area	Before FieldEx	With FieldEx
Service Tracking	Jobs tracked across Excel and Teams.	Service jobs are logged and tracked as work orders in one system.
Maintenance Schedule	Six-month servicing tracked by hand.	Six-month maintenance schedules are set up per device and generate jobs automatically.
Inventory	No single view of spare parts alongside service.	Parts and stock are tracked in the same system as service jobs.
Scaling Up	A five-person team managing a fleet set to grow.	The same team can manage more devices without adding admin.
Setup	Salesforce was too complex to configure.	One main admin configured the system in-house, with occasional email and call support from FieldEx to keep adoption moving.

devices in the field

CX team members

THE SOLUTION

How the client uses FieldEx

The client uses FieldEx to bring service, maintenance and inventory for its device fleet into one platform, in a setup its CX team can run without heavy configuration.

Service Jobs in One Place: Requests and repairs are managed as work orders, replacing spreadsheets and chat threads.
Automatic Six-Month Maintenance: Maintenance schedules generate jobs on a six-month cycle, so no device slips past its service date.
Inventory Alongside Service: Spare parts are tracked in the same system as the jobs that use them.
Device Records and History: Each device has its own record, so the team can see its service history at a glance.
Ready for Growth: The setup is designed to absorb more devices without adding workload for the CX team.

‍

THE RESULTS

One system, every device on schedule

The client has moved from spreadsheets and chat threads to a single platform that suits a small team. Service jobs, maintenance reminders and parts now sit together, giving the CX team a clearer view of each device and room to support a larger fleet.