From Repair Orders to Maintenance Contracts: Transparent Order Management with L-mobile service

Manage your order management in field service simply and efficiently in a single system. The L-mobile service field service management software provides central order management and processing for greater transparency and improves information exchange in field service.

The connection between L-mobile service and your ERP system saves you valuable time because you do not have to enter maintenance and repair order data in both the ERP system and the service solution. The field service management software provides the tools your service technicians need to prepare their service calls, including central order entry, detailed service history, and automated processes under maintenance contracts.

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Create repair orders, manage maintenance contracts: Order management as the foundation of successful field service management

Installations, repair orders, maintenance appointments, and other service calls: the goal of an efficient order management system is to carefully manage all these steps and ensure seamless order processing on site at the customer’s location. Top-quality customer service depends on expert, fast, and above all error-free back office performance. Such an approach is the best way to provide technical field service staff with all the detailed information they need from the start to handle maintenance and repair orders.

The connection between L-mobile service and your ERP system ensures that all information for a repair order is always up to date, including customer data, the machine to be repaired, materials, and checklists. This ensures the transparent flow of information during the entire service process. Thanks to the mobile service app, your service technicians can access order information for upcoming service calls at any time from any location. In this way, order management in L-mobile service ensures traceable field service orders and efficient order processing in the field.

L-mobile service, Field Service Management Software, digitales Auftragsmanagement, Reparaturauftrag anlegen, Verwaltung von Serviceaufträgen und Wartungsverträgen im Service Innendienst

Functions for efficient order management with L-mobile service

With digital order management in L-mobile service, your service staff in the office can easily create service requests and repair orders during a customer call and input all important information. Moreover, your service team also has access to individual order templates, a transparent service history, and the ability to manage maintenance contracts.

Creating field service orders Management of service contracts Detailed service history Use of templates Orders with service objects

Installation, maintenance, or repair orders: Create and process field service orders

Simple and transparent order management for top-quality customer service

Order management in the L-mobile service field service management software gives your service staff two options for handling customer problems. The service solution differentiates between service requests and field service orders. Customer service phone support can resolve service requests whereas field service orders require the deployment of service technicians.

All details of a service request at a glance
If a customer issue requires the help of a service technician, a service request can be easily converted into a field service order
Transparent and filterable overview of all field service orders in the system
Recorded work hours and all other information for field service orders at a glance

When a service request is entered in L-mobile service, the back office can autonomously process and complete the request. If, however, a support team member notices during a conversation with the customer that the situation involves a more complex problem, the service request can be changed into a maintenance or repair order with just one click. If it is immediately clear that the situation requires a service call from a service technician, this intermediate step can simply be skipped and a field service order is created right away. In this way, order data can be flexibly adapted and managed.

Once a repair order has been created, it can be processed at any time and supplemented with additional information. This data is then available to the field service staff during the service process through the mobile service app. End-to-end transparency makes it easier for your service team to provide customers with accurate, up-to-date information about their order status.

Management of service or maintenance contracts

For automatically generated field service orders based on maintenance cycles

Depending on which machines or systems are in use, service organizations have to regularly perform maintenance on site at the customer’s location in order to ensure the proper functioning of this equipment. To better organize these reoccurring service calls, maintenance contracts are concluded with customers, which can be easily created and managed in L-mobile service.

Detailed information on the contents of the service contract
Individual maintenance schedules can be set up in each service contract.
The service contract contains an overview of all maintenance orders that have already been automatically generated

Managing your maintenance contracts in L-mobile service allows you to plan in advance the appropriate maintenance measures. This way you can ensure that the right resources are available at the right time and ready for the service call. After all, efficiently planned maintenance procedures reduce downtimes for your customer’s systems as well as minimize stress and unnecessary work and expenditures within your field service management.

L-mobile service thinks and works with your team to deliver more efficiency in the service process. Fixed maintenance intervals are defined in the maintenance contract, which service technicians must then accommodate. When the next appointment approaches, L-mobile service automatically generates a maintenance order, which includes all information. This drastically reduces the risk of missing a service call in the heat of the moment. Moreover, the automatic generation of a field service order saves your back office operations valuable time and ensures that the technical field service staff can perform a scheduled service call.

Detailed service history for previous service calls

Total transparency in field service management

To increase transparency in field service management, it is very helpful for a company to document the details of previous service calls and customer interaction. This simplifies and accelerates the resolution of recurring malfunction notifications. Through detailed service histories for every customer, L-mobile service supports efficient order management for precisely this scenario.

A detailed service history that includes all previous field service orders and service requests can be viewed in the customer master data

Your service employees can access a complete overview of all related service requests or field service orders in the customer master data. Information such as the current status, creation date, priorities, assigned office staff, and order types can be viewed at a glance. If required, corresponding processes can be directly opened with just a click. This makes it possible to precisely track which activities were carried out for your customer, by which service technicians and at what time. Overall, this results in significantly greater transparency in order management and a seamless flow of information during the entire service process.

Use order templates for maintenance and repair orders

Save time in order management with predefined templates

Repairs of individual machines, reoccurring maintenance work, or installations of various systems often require the same work processes, offering a good opportunity to reduce administrative work in order management.

Create any number of individual templates for your field service orders
Order templates can predefine information such as priorities, assigned employees, or which skills are required to perform the order
Also set up any number of templates for service requests
Define basic information for standardized service requests in advance

L-mobile service lets you create any number of order templates for various order types. You can save a lot of time when creating new field service orders, especially for high order volumes in field service management. You can also define suitable templates for service requests. This lets your service employees fully focus on communicating with customers as they can create a new service request during a call without a lot of effort or distraction.

Machines and devices grouped into service objects

For a better overview and simplified order management

For some service organizations who want to optimize order management, it can make sense to group together individual device history records for different machines and consolidate these. This makes it easier for the service team to maintain a complete overview of all devices, especially in the machine and plant engineering sector.

Overview of all consolidated device history records in the service object

L-mobile service also offers the right solution for this task. This involves consolidating various device history records into what are called service objects. If, for example, a new repair order has been issued for a large system that comprises numerous individual machines, service objects offer a very decisive advantage. Rather than assign each machine to the order, a very time-consuming process, you only need to select the appropriate service object with one click—and all machines from the entire system have been associated with the repair order. This saves enormous amounts of time.

Successful order management thanks to the seamless integration of L-mobile service with your ERP system

Transparent and central management of field service orders and maintenance contracts plays an important role in top-quality customer service. Even more important is making sure your service team has access to all necessary information at all times to efficiently and promptly handle incoming customer service requests. The connection between L-mobile service and your ERP system facilitates transparent, central management of master data and transaction data. It also avoids errors from manual data transfer and accelerates service processes.

Download our free whitepaper to learn more about how you can connect our L-mobile service field service management software to your ERP system. The paper also gives you the most important information about L-mobile standard interfaces, and additional information about how to successfully integrate both software solutions.

L-mobile service, Field Service Management Software, ERP-System, ERP Integration, Schnittstelle, Anbindung von L-mobile service an Ihr ERP-System

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Goals you can reach with a transparent order management system and the use of digital repair orders and maintenance contracts

Improved traceability

More efficiency in order processing

Always have the latest status updates

Centralized access to all order data

Paperless workflow for service staff in the office

Reduce the time needed for order entry

Advantages of working with a central order management system in field service management

Improved flow of information

Good communication between office and field service staff is a decisive factor for a seamless service process. When all information on maintenance and repair orders is centrally made available through digital order management in L-mobile service, all employees tasked with a given process have access to the same information at all times.

Save time during order processing

High order volumes demand a good deal of time for processing. Data needs to be entered quickly, but this should not result in a lower quality for the required information on customers, machines, and malfunction notifications. Helpful tools such as order templates make it easier to manage field service orders.

Transparency in the service process

The complexity of a field service order can sometimes grow unpredictably. In this case, it is especially important to maintain an overview at all times. A real-time status overview ensures that all service employees are kept up to date and can quickly and transparently communicate with the customer about a deployment.

Optimal prep work for deployment planning

With digital order management, all important information within an order can be made available for route and deployment planning. This allows your dispatchers to centrally access field service orders and schedule them promptly. A decisive advantage for top-quality customer service.

Real-time data synchronization with your ERP system

Whether you are processing installation, maintenance, or repair orders, all field service orders, associated documents, and notes are automatically exchanged between L-mobile service and your ERP system via an interface so that both systems are using the latest data.

Accelerated invoicing

As soon as an order is completed, it can be digitally sent to accounting. The central and digital provision of data within order management shortens processing time and accelerates invoice generation in field service management.

Simple order management with L-mobile service: A look at day-to-day operations

Discover the functions and highlights of our field service management software in the free on-demand webcast—when you want, where you want!

Handle master data and order management digitally and centrally
In our webcast, we show you how to use your order management in L-mobile service in order to create efficient field service orders with comprehensive information for your technical field service staff.
Live demo of the field service software’s main functions
Discover the highlights of L-mobile service in the office and in the field—from order management to automatically generated field service reports.
Field service management software in actual use
Learn how one of our customers made their entire service process paperless and field service staff can now work offline and without a network connection.

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Real-life use cases: How your service team can leverage central order management to optimally coordinate service calls

Answer customer questions quickly, correctly, and transparently

Your entire service team has access to all order documentation through L-mobile service. This is very helpful for service technicians when it comes to successfully handling repair orders. Moreover, digital and central order management is also helpful for your customer support team.

It is not uncommon for customers to contact customer support a number of times. One reason is that they want to know when the service team will take care of the repair to their machine. Because all data related to an open repair order is centrally recorded in L-mobile service and documented, every order is transparent and traceable. This makes it easy for your customer support to inform customers of the status of their order and give detailed answers to their questions.

Maintenance contracts: Automated processes for recurring service calls

Your service technicians must regularly conduct routine maintenance on your customer’s machines. The scope of this service call is defined in the relevant maintenance contract and is managed by the office staff in the same way as deployment scheduling. However, the office staff has to handle numerous services calls every day in addition to recurring maintenance orders. When order volumes are high, service employees cannot lose their overview of order management. All service calls have to be properly set up as individual orders and processed.

Automated maintenance schedules based on signed maintenance contracts in L-mobile service ensure that important routine service calls are scheduled when required. Various maintenance schedules can be created and defined in the maintenance contract. Using predefined intervals, the field service management software identifies when it is time for the next date of service. This triggers the automatic creation of an appropriate field service order without any additional work for your employees.

One field service order, multiple service calls: Simple order management for complex customer problems

Many service teams support customers with complex production facilities that are comprised of various machines and systems. Both maintenance and repair of these facilities can be highly complex. Many service technicians with various skill sets are required to carry out a field service order at the customer’s location. However, you would like to combine all of these service deliverables to create a single repair order for your customer to keep the administration process simple and manageable.

Thanks to digital order management from L-mobile service, your service team can consolidate multiple service calls into one field service order. In this way, various service tasks can be directly assigned to the right service technician. Working time, required materials, and other costs are assigned by each technician to the corresponding service call and simultaneously added to the field service order. As a result, all service calls are saved in a detailed and easy-to-read manner as one field service order in a single data record.

Transparent order management in field service management, thanks to the integration of L-mobile service with your ERP system

Many companies primarily manage their master and order data in their ERP systems. To ensure a successful end-to-end service process, our customer Inotec Sicherheitstechnik GmbH felt it was paramount that the field service management software would work together seamlessly with its ERP system. The connection between L-mobile service and the ERP system proALPHA ensures that the service team is fully and optimally prepared for every service call. In this video, Managing Director Michael Langerbein and his service team show you how L-mobile service functions for a leading manufacturer of emergency and safety lighting equipment.

“For major projects that run over the course of many years, you end up working repeatedly with different customers. It used to be that you could not connect up these interactions. Since the introduction of [L-mobile service] CRM, we now have a solution where we can group together these various projects into one large [Service]object so that all information is bundled in one place.”

Frank ScheferhoffHead of Customer Support, Inotec Sicherheitstechnik GmbH

To the case study

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

L-mobile reference Grimme Landmaschinenfabrik GmbH & Co KG

L-mobile reference Deutsche Windtechnik Offshore und Consulting GmbH

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

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 clear order 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 central master data management to route-optimized route and deployment planning using digital planning boards and mobile service apps for your technical field service.

Mobile service app

Digital checklists

Deployment planning with digital planning board

Digital Device Management

Order management

Master data management

Remote service with augmented reality