All seven steps of a service order can be processed and documented directly in repV. © Peak-Networks

Stage 1: The customer orders a repair and sends the tool to be repaired to the repair shop. The tool is recorded directly in the repV service management solution and an employee then creates an order. The service tool also assigns an EON (order number) to the order. The EON is essential for processing repair orders, as it is an important reference number that is used on all forms, delivery bills and other documents. It is assigned to each individual service incident. This first step is also used to print out the working papers for the technician responsible.

Stage 2: In the second stage, the employee registers the tool (and therefore the order) and scans the barcode on the working papers with a handheld scanner. The next step is the so-called reporting. An employee determines which defect is present. The result is stored in the service management software. The employee then enters the spare parts required to repair the appliance in the system. In addition, employees can enter whether there is anything to consider in the context of the repair or with regard to the tool that could be of interest for the further repair process.

Step 3: The repair shop now initiates the creation of the cost estimate for the repair directly from the service management tool. To do this, the employee scans the barcode of the tool to be repaired. The cost estimate is important because the customer has to decide whether a repair is worthwhile based on the new price. The company sends the cost estimate directly to the customer. After the customer has confirmed the order in the best case scenario, the repair is released to the technician responsible.

Stage 4: During this stage, the repair process is documented in repV. The technician repairs the tool to be serviced and records this process. In the so-called main master, the employee always has an overview of the workpiece to be repaired as well as of every other customer and every other machine. Thanks to the EON, the status of each repair part can be called up at any time. The material costs can also be calculated here.

Stage 5: In order to meet customer requirements for high quality, the workshop checks the repaired tool to ensure that it is working properly. If something is still not working, a technician makes the necessary repairs. The employees also document these steps directly in repV.

Stage 6: As soon as the job status of the repair in the software changes to "Inspection OK", it is time to send the repaired tool for final painting.

Stage 7: In the final step, the workshop sends the repaired tool or machine back to the customer. The software creates a dispatch log and a message stating that the repair process has been completed. In addition, approval is now given to create the invoice directly from repV. This means that very little time passes between completion of the repair and invoicing.

Companies and customers benefit

When repair workshops as service providers for machine and plant manufacturers opt for service management software such as repV from Peak-Networks, they reap numerous benefits. Not only do they benefit from streamlined processes, but they also create more freedom for their employees. They no longer have to worry about documenting services provided in Excel spreadsheets or on paper, but can conveniently manage service processes in a digital solution. This ultimately reduces the costs incurred, especially as repair workshops can plan service assignments better. If service processing is faster, customers will also notice this and may share their positive experiences with other companies. In times of digitalization and globalization, customer satisfaction is the be-all and end-all.

Lorenz Rohrmann, Managing Director of Peak-Networks / am