Centralized and Seamless Master Data Management with L-mobile service and Your ERP System

Manage your master data in a centralized system—without duplicate or delayed data collection. With the L-mobile service field service management software, you can rely on transparent master data management in field service—the optimum basis for delivering successful customer service.

Whether as a stand-alone solution or in combination with your ERP system, all customer data, machine and system information, and item data is always available to your service employees transparently in the CRM (Customer Relationship Management) of the service solution. From the appropriate contact, through warranty start and end dates for individual devices, to item prices—the mobile service solution provides all the relevant master data for customer support by phone, for your dispatchers in deployment planning, and for technical field service staff.

Customer management made easy with digital master data management in field service management

Centralized and transparent master data management is vital in order for companies to implement business processes efficiently. This also applies to field service management. Master data contains the basic information on all important business objects, such as customers, items, or suppliers. Within master data management in field service, this information is carefully maintained and managed to ensure high data quality. After all, it is only with such a high level of quality that a fast and seamless flow of information can be guaranteed in field service management. The time required throughout the entire service process is also reduced if all relevant customer data is already available in full and without errors at every step of the process.

Well-maintained master data is half the battle. This data is often already carefully maintained in a structured manner in the ERP system by office staff. New customers or machines are entered and managed there in the integrated CRM. This data can be accessed in full in L-mobile service via an interface to the ERP system. Duplicate data collection in both solutions is avoided and master data management can be used centrally and transparently.

Functions for optimum master data management with L-mobile service

L-mobile service is characterized by its user-friendly and simple usability, making it easier for your service staff in the office to maintain master data and prepare it for service calls. Thanks to centralized user administration, your service employees have access to the specific functions they require for their daily tasks. As part of master data management in L-mobile service, these functions include the entry and management of customer data, items, and device history records as well as simple task management.

Customer data Item data Device history records Warehouse Tasks Notes

Centralized management of customer data

Simple master data maintenance in digital customer files

Your customer data is one of the most important components of master data management. This is where all information about your customers is recorded, updated, and used as the basis for creating field service orders. For detailed master data management, L-mobile service divides customer data into “Companies” and “Persons”. So in addition to general company data, information on the individual contacts for the customer can be recorded separately.

Overview of all companies created in the master data
View all details such as the address, email, and designated user for the customer at a glance
Individual details for a person assigned to a company

As part of master data management, it is possible to record the company name and address, the contact origin of the customer, email addresses, and phone numbers. Parent companies and subsidiaries can also be created and linked in the field service management software. In addition, you can define an internal designated user who is responsible for looking after the customer.

The customer history is a particular highlight. Your service employees always have access to associated service contracts, field service orders and service requests, device history records for the machines used, and a wealth of other customer information. This provides greater transparency and can facilitate future service calls. This is one reason why customer support by phone benefits in particular from master data management with L-mobile service. Information for rapid customer support can already be found in the digital customer file during the phone call. This means that many of your customers’ problems can be solved over the phone.

All important item data at a glance in field service management

Complete transparency over items and services

In addition to customers, L-mobile service can also be used to manage item data as part of master data management. Materials, services, and even costs can be newly entered by the service staff in the office or imported from the ERP system. This provides a transparent overview of all relevant item information that is crucial for your service team within the service process. In addition to prices and warranty conditions, it is also possible to store data regarding material and storage characteristics, for example. Furthermore, various documents can be assigned to each item. Whether item images, price lists, license data, or technical descriptions, with master data management in L-mobile service, all information can be maintained in one central location.

All item data at a glance
Transparent access to prices, product descriptions, and more
Easly create relationships with other items or companies

The field service management software also allows you to store various relationships between items and companies. For example, you can define relationships with other items in order to assign a service to a specific material. The service staff in the office can thus find information faster and search times in master data management are significantly reduced.

Regular maintenance of detailed device history records

All information regarding machines and systems for faster problem resolution

With master data management in L-mobile service, you can manage devices, machines, and systems in minute detail. Each device history record contains a detailed overview of all machine parts and assemblies in the form of a bill of material, which can be imported from the ERP system. This means that both the service staff in the office and the technical field service staff know straight away which machine parts are fitted in the device, which assemblies consist of which parts, and what has already been replaced or repaired. The relevant customer contacts can also be maintained in the device history records, as can alternate installation locations and their exact coordinates. While office staff are able to manage the device history records on a computer as part of master data management, the mobile service app of L-mobile service also allows service technicians to access device history records and the information they contain.

The most important device information at a glance
All past field service orders are logged in the device history record
Easy access to device history records directly in the field service order

In addition to important background information, such as the warranty start and end dates, a history can be pieced together in every device history record. It is thus possible to always see which assignments were carried out on this type of device at the customer’s location, when, how, and by whom. You can get answers to various questions you may have, such as: How many field service orders have there been to date in connection with the installation? How many assignments are service technicians scheduled to perform in the near future? Has a maintenance contract already been stored for the device? This enables you to identify optimization potential within your service process so that you can improve customer service.

If a customer reports a machine malfunction to your customer support team, your employees can create a new service call directly in the device history record for the corresponding device. To ensure that the technician is optimally prepared for this field service order, digital checklists can also be assigned to a device history record in addition to important documents such as operating instructions or warranty conditions. They ensure a standardized workflow and make it easier for the technician to carry out installation, maintenance, or repairs.

Centralized warehouse management thanks to master data management

Always keep track of material inventories

Create warehouses for greater transparency over the materials used

To maximize transparency in field service management with regard to the materials used, L-mobile service allows you to create different warehouses and assign them to individual technicians or vehicles. This is particularly helpful when your field service employees record the materials used. Your service technicians can enter directly in the system which warehouse the material comes from and whether replenishment is required. This keeps the service staff in the office up to date at all times and allows them to reorder materials in good time.

Transparent task management

The basis for completing tasks on time and meeting deadlines

Overview of all open and completed tasks
Create and assign a new task directly with just a few clicks

As part of master data management, your employees can work with simple task management. Tasks are entered in the L-mobile service field service management software and assigned to the appropriate colleagues. In this way, workflows are structured and documented. Tasks can also be assigned to individual field service orders, sales-related projects and customer visits as well as other objects.

By specifying deadlines, the task type, and a designated user, it is possible to ensure that changes to data records are implemented promptly in master data management, for example. In the central task overview, service employees can view their own open and completed tasks and those of their colleagues, depending on the authorizations assigned to them. This gives your team a good overview of internal task management.

Centralized display of all notes in the system

Providing service managers with an ideal overview of current activities in the service team

Working in field service management involves handling a lot of data and information on a daily basis. Often it’s just little details, quick changes, or reminders that an employee nevertheless wants to record for greater traceability and transparency. That’s why notes can be recorded almost anywhere in L-mobile service—instead of ending up on a notepad on a desk. From task management, through field service orders and maintenance contracts, to customer data—important information can also be viewed at any point in the future.

Overview of all notes from the entire service team
Various filters can be used to provide an even more detailed and simpler overview of all notes

With so many options for taking notes, you quickly accumulate a vast amount of digital data. An individual service employee will have a good overview of their own to-dos and notes, but as a service manager, it is not so easy to keep track of the open tasks and activities of the entire team. That’s why L-mobile service provides a central overview of notes as part of master data management, where you as a service manager can view all notes in the service solution at a glance. This allows you to easily filter the desired notes, for example status changes to field service orders. And best of all, the associated orders, tasks, or customers can be selected directly with just a click. This allows for easier, clearer, and faster work.

Goals that you can achieve by using digital master data management of L-mobile service

Ensure high-quality master data

Avoid duplicate data collection

Seamless transparency and traceability

Centralized data maintenance

Instant data collection

Consistent data storage

Flexible master data management in field service management: L-mobile service as a stand-alone solution or in combination with your ERP system

The L-mobile service field service management software combines innovative tools for handling digital service calls with user-friendly master data management. To benefit from the advantages of this solution, you can use the service solution in two different ways: as a stand-alone solution or in combination with your ERP system. You can find out exactly how the ERP integration of L-mobile service works and everything you need to know about the interaction between the field service management software and the ERP solution on our corresponding info page and in the associated whitepaper.

More information

L-mobile service as a stand-alone solution

Not every company uses an ERP system. SMEs in particular are not necessarily reliant on the comprehensive and sometimes complex functions of ERP software. The L-mobile service field service management software is a good option if you want to provide your customers with first-rate customer service. With the integrated CRM system for field service management, master data can be managed directly in the service solution—without the need for external software solutions.

L-mobile service in combination with your ERP system

If your company already uses an ERP system, such as SAP, proALPHA, or Microsoft Dynamics 365 Business Central, L-mobile service can be easily integrated with your existing IT infrastructure. Thanks to a variety of interfaces, the field service management software can be connected to your ERP system for simple and centralized master data management. All existing master data from the ERP system is displayed in full in L-mobile service and can be easily edited and managed. Thanks to almost instant data synchronization in real time, all newly recorded data and updates are automatically stored in both software solutions.

Advantages of digital master data management in field service management

Targeted customer support

With digital master data management in L-mobile service, all customer data is clearly consolidated in one central location. This makes it easy for you to filter and search for all key information on individuals, companies, and devices. Customer support by phone can therefore provide targeted and fast customer service, which in turn increases customer satisfaction and trust.

Traceability in field service

With L-mobile service, work steps and processes can be documented transparently. Notes and documents can be assigned to a customer with just a few clicks. This means that every customer support employee can deal with malfunctions and problems more effectively. That’s because it is very easy to track what service was performed by which service technician and when. This in turn creates transparency and facilitates customer service.

Optimized user management

L-mobile service is a comprehensive field service management software solution boasting numerous functions for optimized service processes. However, not all employees need the same functions for their day-to-day work. The assignment of user roles and access rights has the advantage of providing users with a simplified user interface that includes all the tools they need to do their work. This increases user-friendliness and simplifies master data management work.

Additional information thanks to stored documents

All service employees can store and access additional data on customers, machines, or items in the corresponding data records at any time. In this way, master data management with L-mobile service can be used to build up a solid knowledgebase in the long term, which provides useful information on a wide variety of assignments and customer problems.

Simple navigation within the master data

Thanks to simple navigation, you can find any data in a flash in master data management without unnecessary search times. In the field service management software, field service orders are always linked to the respective customer and the associated machines, facilitating fast and targeted navigation. This means that all data can be found centrally, digitally, and in one place.

Use as a stand-alone solution or with ERP connection

Do you still want to maintain your master data for customers and items in your own ERP system? No problem. The field service management software can be connected to your ERP system via an interface. Alternatively, you can also use L-mobile service as a stand-alone solution at any time.

Real-life use cases: How digital master data management supports the entire service team

Fast customer support possible without the need for service technicians

The wealth of data and information that is stored in L-mobile service through careful master data management forms a solid knowledgebase that not only benefits your service technicians. Customer support by phone also benefits from this digital knowledge and transparent master data management. If a customer calls to report a problem, the field service management software provides support employees with the ideal basis for resolving simple service requests independently and without the need for a field service call.

It takes just a few clicks to find the appropriate customer and machine data. The documentation, notes, and all past maintenance or repair work stored in the master data often already provide enough information to solve a problem over the phone and impress the customer with the fast and first-rate customer service provided.

Simplified maintenance or repairs thanks to centrally stored documents

New technicians in your team especially benefit from work instructions and device instructions that are stored in the master data. That is because centrally stored documents allow you to shorten the amount of time that experienced service technicians need to help train new colleagues. The necessary knowledge can be acquired and applied using the available information.

The mobile knowledgebase is, of course, also extremely useful for experienced field service employees too. Service technicians are able to access all documents on their mobile device. So when one of your technicians is at a customer’s site to repair a machine and wants to do some more research to be on the safe side, they can simply access the necessary information via the device history record. This helps to prevent errors and speed up work processes.

Transparent insight into device history records and customer data

Your technician sets off to repair a customer’s system. It’s not the first time that it has broken down; your service technicians have already repaired the system on several occasions in the past. Once on site, your technician takes a look at the device history record for the system in question, which is stored in L-mobile service. There they find a detailed history of all the previous service calls carried out for this machine—a big advantage. The notes and field service reports from previous service calls may describe specific procedures or provide information on particular aspects or difficulties. The technician can therefore see at a glance what measures they need to take to fix a specific problem and get the system back up and running again quickly.

Of course, this applies to the entire service history of a customer, not just individual machines or systems. Your service technician can view all documented service requests and field service orders in the customer data at any time in order to gain important insights for their upcoming service call.

Successful master data management thanks to ERP integration of L-mobile service

Our customer Grimme Landmaschinenfabrik GmbH & Co. KG shows how the L-mobile service field service management software has enabled them to optimize not only master data management, but also deployment planning and the mobile handling of service calls. Thanks to the seamless connection to the MS Dynamics AX ERP system, the company’s service process can be mapped digitally and without media discontinuities. In the reference video, the service team explains how it all works and what added value the service solution provides for the company.

“The mobile solution provides us with a higher-quality, more complete set of data. We were able to make our deployment planning process more efficient, and are now able to respond quickly and dynamically to customer demands.”

Gerald WesselService Team Leader, Grimme Landmaschinenfabrik GmbH & Co KG

To the case study

L-mobile digital warehouse management Infor COM and digital service management case study INOTEC Sicherheitstechnik GmbH

L-mobile reference Grimme Landmaschinenfabrik GmbH & Co KG

L-mobile Digital Warehouse Management proALPHA Case Study Rosenberger Hochfrequenztechnik GmbH & Co. KG

L-mobile Digitales Service Management und Mobiler Vertrieb CRM & sales Referenzbericht Swecon Baumaschinen GmbH

Additional functions of L-mobile service for a digital and successful service process in the office and in the field

Discover more highlights of our field service management software for the optimization and digitalization of your customer service

L-mobile service is a comprehensive solution to support your service processes. It gives you and your service team access to transparent master data management as well as a number of additional functions so that they can provide top-quality field service management. Discover the software highlights of our field service management software—from paperless order management, through route-optimized route and deployment planning using digital planning boards, to the mobile service app for your technical field service staff.

Master data management

Digital checklists

Mobile service app

Order management

Digital Device Management

Remote service with augmented reality

Deployment planning with digital planning board