L-mobile service Service Call Management Software: Increase Your Success Rate in Field Service with the Mobile Service App

Provide your technical field service staff with the ideal basis for processing field service orders easily, successfully, and efficiently. With the service technician app of the L-mobile service field service management software, your technicians are equipped with a mobile tool that allows them to access all information on upcoming service calls in real time as well as digitally record all assignment data while on site at the customer’s location.

The service call management software provides your service technicians with a portable and mobile knowledgebase featuring valuable functions that support them before, during, and after a service call. Starting with optimal order preparation thanks to real-time data from the service staff in the office, through access to digital checklists, documents, and the service history for successful problem solving on site at the customer’s location, to the subsequent digital recording of working times, materials, and field service reports. This results in improved service quality and increased customer satisfaction.

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Increase your first-time fix rate with mobile service call management software for technical field service staff

The central task of your service technicians is to fix malfunctions and faults on machines, production lines, and systems on site at the customer’s location. Various factors play an important role in ensuring that this is achieved and that the customer’s issue is resolved as quickly as possible. From optimal assignment preparation right through to the technician solving the problem on the first visit to the customer. Without digital service call management software, however, a lack of communication, missing information, and paper clutter make work more difficult. Missing time sheets, incomplete instructions and order data, or the time-consuming manual transfer of handwritten data to the ERP system are not only extremely error-prone and cost-intensive, they also often lead to problems and issues during the service call, some of which can only be resolved on a return visit. As a result, customer satisfaction with the quality of your service continues to decline.

All of these challenges can be easily overcome with the implementation of L-mobile service and the associated mobile service technician app. Thanks to digital data collection, the service call management software enables a paperless service process for technical field service staff. All your service technicians need is a smartphone or tablet on which they can use the service technician app and thus access all service data from the field service management software.

As soon as a service technician has been assigned a new field service order by the scheduling team, all of this information is transferred automatically and in real time to the technician’s mobile device. This means that they can immediately see all the important details at a glance. And best of all, even if the actual service call then takes place at a location where the technician has no Internet connection, the mobile service app can still be used as usual. Documents, checklists, or device history records can still be easily accessed in the app to support order processing. The same applies to the mobile data collection of working times, travel expenses, or the materials used. The mobile service technician app saves all of this data in offline mode so that it can be synchronized with L-mobile service and your ERP system as soon as the Internet connection is restored. This way your service team in the office promptly receives all the necessary information to invoice and complete the field service order. Duplicate and incorrect data collection as well as long waits for the final field service report are avoided. This saves time, money, and valuable resources.

L-mobile service, Field Service Management Software, Auftragsmanagement, Serviceauftrag, Auftragsbearbeitung im Innendienst

Functions for efficient service calls with the mobile service technician app of L-mobile service

The L-mobile service service call management software provides you with a mobile service app that can be used on all popular operating systems such as iOS, Android, and Windows. This not only optimizes the work of your service staff in the office, but also enables technical field service staff to carry out service calls easily and efficiently. The service technician app provides your team with all the important tools to increase the field service success rate in the long term. In addition to a clear dashboard, which provides a transparent overview of all assignment information, many other functions are available to your technicians in the field. These include, for example, mobile recording of working times and the materials used, processing field service orders using predefined checklists, automatically generated digital field service reports, and working in offline mode.

Clear dashboard Mobile field service orders Record materials and time Digital field service report Working in offline mode Digital checklists

Clear dashboard for optimal assignment preparation

Greater transparency with real-time data synchronization between the office and field

With the mobile service call management software, your service technicians can always keep an overview of all service calls plus associated information via the clear dashboard—essentially a mobile knowledgebase for on the go. When the service app is opened, all current data from the office is automatically synchronized, so your technician is always up to date. Missing order documents and printed assignment documents are now a thing of the past.

Keep track of all your new and overdue service calls
Service technicians can access their own work queue directly via the dashboard
Keep track of upcoming service calls via the calendar

All field service orders are displayed chronologically in the service call management software on the technician’s smartphone or tablet. This helps your service technicians to keep track of upcoming field service orders and overdue assignments and process them in order. For those who prefer to work with a calendar, the service technician app also has the right tool to provide a transparent overview of all tasks, preplanned assignments, or absences. In addition, your field service staff can search for customer data stored in the L-mobile service field service management software directly via the dashboard.

The dashboard of the service technician app thus enables your service technicians to optimally prepare for their work ahead. All information is available in a compact summary so they can use it to prepare for upcoming service calls and complete them promptly and successfully using the right equipment.

Mobile processing of field service orders

Mobile access to all customer information, device history records, or the service history in the service call management software

In order to successfully handle a service call, a service technician does of course need to know the scope of the field service order. Which machines or devices are affected? What exactly is the problem? Is it a repair or just a maintenance order? Have there already been similar assignments? If so, the documentation for these could be helpful when making a return visit to the customer.

Technicians always have access to all the information and details relating to the field service orders that are assigned to them
The corresponding device history records can also be consulted before and during a service call

To ensure that your technical field service staff can optimally prepare for these and other considerations and are able to process the field service order to the customer’s satisfaction, all field service orders assigned to your service technicians are available to them transparently and in full in the mobile service app. Device history records, the contact person and location, preplanned materials, checklists, and documents—everything can be accessed centrally on the go. During the assignment, service technicians can record all necessary data and notes directly in the field service order in the service call management software. This ensures that all information relating to the order is saved in a central location and then transferred directly from L-mobile service to your ERP system.

Having all field service orders available in the service technician app not only makes work easier for your field service staff, the service staff in the office also benefit from the mobile service app. Instead of waiting days or weeks for field service staff to bring the finished handwritten field service report back to company headquarters after completing the service call, all information on the completed field service order is automatically and seamlessly transferred to the service staff in the office in real time. A digital field service report is therefore ready the same day in L-mobile service, thus enabling prompt invoicing. All other data that your service technician records in the field service order is automatically made available to the entire service team. This includes, for example, notes, possible follow-up assignments, the materials used, or attached photos documenting the assignment.

Simple digital recording of the materials used and time spent

Document all assignment data directly on site at the customer’s location for greater transparency in field service management

To finally put an end to the time-consuming process of recording working times, the materials used, and expenses on paper and the subsequent manual transfer of all this data to the ERP system, the service call management software allows all assignment data to be recorded digitally. This means that employee time tracking for all of your service technicians can now be performed easily on the go on their mobile device—ultimately saving a lot of work. The documented times are saved in the associated field service order, so there is always complete transparency over the order-related work performed by your technicians on site.

Working times are recorded digitally directly in the field service order in the mobile service app
All recorded times can be viewed transparently in the field service order itself
The materials used can be documented instantly by the service technician
The recorded materials are saved directly in the field service order so that office staff can also be informed later
If new materials need to be requested, a restocking order can be immediately created when recording the materials
All recorded orders for restocking are also displayed in the service technician app
Expenses incurred and non-productive time can be documented and submitted via the service call management software

The same is true when it comes to recording the materials used. During a service call, a technician can use the service technician app to document the materials used directly on site in L-mobile service. If the technician needs to replenish the stock of materials used for the assignment, they can request their restocking directly via data collection. To do this, a restocking order is added in the service call management software. The service staff in the office are immediately informed about new material requests and can approve their reorder without delay. At the same time, all of this data is of course always transferred to your ERP system and updated there. This ensures that technical field service staff always have sufficient material available for upcoming assignments. Moreover, a service technician can also plan the restocking of materials before carrying out a field service order.

In addition to actual working times, it is also possible to record expenses, e.g., for meals, overnight stays, or travel costs, in the service technician app on a mobile basis. With just a few clicks, your service technician can enter the necessary information and provide visual proof by taking photos of the relevant receipts and adding them to the expenses claim. In addition, non-productive time, such as for training, or travel time can also be recorded directly in the mobile service app. All of this makes data collection easier, faster, and more transparent for your technical field service staff.

Automatic creation of digital field service reports

A real-time digital performance record

By using L-mobile service, you can replace paper copies with a digital field service report. Illegible, incomplete, and even lost reports will no longer be an issue in your field service management. As soon as a technician has successfully completed an order and recorded all the necessary data in the mobile service app, the service call management software automatically generates a digital field service report. This can be stored as a template in L-mobile service and customized in line with your corporate design so that your field service reports reflect your first-rate service quality visually as well as in terms of content.

The customer can provide a digital signature as instant confirmation of the successful completion of the service call
L-mobile service uses the data recorded by the technician to generate a digital field service report signed by the customer and service technician
As soon as the customer has signed and the digital field service report has been generated, the field service order can be completed
When the service technician has finished the assignment, the service staff in the office are immediately informed that the technical side of the field service order has been completed
Once the service call has been completed, the field service order is invoiced and finalized by the office staff. All processing steps can be tracked in the “Notes” tab

The service technician can have the finished digital field service report confirmed by the customer directly on site with a digital signature. The document is then automatically sent to the service staff in the office, who check it and promptly issue the invoice. At the same time, this information is also transferred to your ERP system, guaranteeing end-to-end transparent and correct data. If required, the signed field service report can also be sent directly to the customer. Overall, you can save valuable time by using the mobile service call management software and this time can be put to good use by your service team on more important tasks. For example, there is no need to manually transfer data from a handwritten field service report to the ERP system. In addition, there are no long waiting times for the service staff in the office as they are immediately provided with the digital field service report.

Uninterrupted working with offline mode

Handle service calls with all the functions of the mobile service app even without an Internet connection

As soon as the service technician has an Internet connection again, they can update all the recorded data via “Data synchronization” in L-mobile service

Your service technicians sometimes have to work at locations where there is no Internet connection. For this reason, the L-mobile service service call management software can also be used to the full with all its functions in offline mode. Even when there is no Internet connection, all information and documents from the field service management software are still available in the mobile service app and can be consulted when processing a field service order.

Similarly, new data can be recorded and saved by the technician in the service technician app as normal during the assignment, plus digital field service reports can be generated and signed. Then as soon as your service technician is back in an area with an active Internet connection and the mobile service app is back online, all of the data recorded and modified up to that point is automatically synchronized with the field service management software. All information is updated so that the entire service team still has the latest data.

Standardized service calls thanks to digital checklists

Support your technicians with specific and clear instructions

The service technician uses the stored checklist to handle the service call
The checklist design can be customized by the service staff in the office

To further facilitate the work of your service technicians in the field, custom digital checklists can be created using the L-mobile service service call management software. They make it possible to define and standardize tasks and work steps for a service call in advance. These checklists thus form the framework for many service calls and ensure that specific process steps and to-dos are followed and carried out correctly. During a service call, your technician can use this digital checklist as a guide, work through it step by step, and document their work progress with notes and images. The transparent and specific instructions ultimately reduce the error rate of technical field service staff and also significantly increase the first-time fix rate.

You can find detailed information on how your service team can work with the digital checklists in the L-mobile service service call management software here.

More information

Digitalization of technical field service processes with field service management software

A guide to digital service processes in customer service

With a mobile service app, service technicians have an ideal tool for handling service calls faster, more easily, and without errors. However, the digitalization of technical field service processes with the help of field service management software provides further advantages that ultimately also benefit the service staff in the office.

In our guide, you will learn everything you need to know about implementing efficient service processes for technical field service staff—and therefore the entire service team. In addition to the most common challenges that need to be addressed in field service management, you will learn about the benefits of a digital solution, what requirements need to be met, and which functions and innovative technologies can be used to optimize the work of technical field service staff.

Digitalisierung im technischen Außendienst mit Field Service Management Software - Whitepaper

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Goals that you can achieve with service call management software in the form of a mobile service app for field service staff

Increased first-time fix rate

Digitalization of field service processes for technical field service staff

Increased productivity of your service technicians

Improved customer satisfaction

Improved service quality

Time and cost savings

Advantages of the L-mobile service service call management software for technical field service staff

Increased process reliability

By standardizing service calls with digital checklists in the service technician app, you can prevent errors and speed up the processing of assignments. In this way, you can improve process reliability. The mobile and digital availability of all order information also increases the success rate of your service technicians.

Standardized database in field service

Seamless and continuous data exchange between the service technician app and the L-mobile service solution in the office provides a centralized database that can be used by all service employees. All information is standardized, correct, and always available in its most up-to-date form. This provides greater transparency within field service management.

Communication and information in real time

L-mobile service enables seamless communication between service staff in the office and technical field service staff—in real time. This means that the latest data is always available to all service employees, both on a PC in the office and in the service technician app.

Improved first-time fix rate

Thanks to the service technician app, your service technicians have all the tools and resources they need to fix the customer’s problem on the first service call. That’s because centralized and mobile data availability makes it possible to optimally coordinate and prepare service calls.

Easy working with no Internet connection

With the L-mobile service service call management software, your technical field service staff are equipped to work in almost all environmental conditions. Offline mode also allows the mobile service app to be used without an Internet connection, so your team can continue working interrupted—easily, digitally, and transparently.

Digital knowledgebase to go

With the L-mobile service service call management software available in the form of a mobile service app, technical field service staff are able to access a portable knowledgebase whenever and wherever needed.

Mobile service technician app and digital field service reports: How to use the L-mobile service service call management software

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

Transparent, mobile, and digital handling of service calls
In our webcast, we show you how your service technicians can process field service orders efficiently and without errors using the mobile service app of L-mobile service.
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 you can increase the productivity of your technical field service staff with the L-mobile service service call management software

Working on a service call in offline mode

When carrying out maintenance and repairs on heating systems, especially in old buildings, service technicians may well have to work cut off from the Internet in deep cellars and vaults. However, a dead zone, for example, when working on a service call at sea, can also result in the technician having to work offline. Whether the field service employee is already aware of this fact in advance or the service technician only realizes that they are no longer online when they get to the customer’s location, the technician’s work is not affected—at least not when using L-mobile service. Continuous real-time synchronization between the office and service technician app means that from the moment the technician goes offline, they can work with the most up-to-date data available up to that point and access this easily via the service app.

With the help of a checklist stored in the order, the service technician is able to accurately and correctly fix the problem with the heating system. They then record their working time and the materials used for the assignment as usual. The digital field service report is generated by L-mobile service and signed straight away by the customer before the service technician sets off on their next assignment. This is all done while still working in offline mode in the mobile service app. But as soon as they are back in an area with an active Internet connection, L-mobile service switches back to online mode—and all the data previously recorded offline is automatically synchronized and updated with the field service management software and the connected ERP system. This means that even seemingly difficult external circumstances no longer pose a problem for your technical field service staff.

Creating unplanned ad-hoc field service orders

Once on site at the customer’s location, your service technician fixed the machine malfunction much quicker than planned and thus completed their order successfully. Your customer is delighted. However, there are some minor error messages that keep appearing on another machine that haven’t as yet caused any problems as serious as those on the system that has just been repaired, so the customer asks the service technician to also take a quick look at this machine. As the service call took less time than originally planned, your technician has no objection to looking at the second machine as well.

Without further ado, the technician grabs their tablet and enters an ad-hoc order in the mobile service app. Here they select the customer, the order type, and the error message, plus the device history records for the relevant machine. If necessary, they can add further information before creating the order. The order is automatically assigned to the technician and does not have to go through the scheduling team first. Now the technician can carry out their work as usual with the support of the L-mobile service service call management software and repair the second machine too. The flexible creation of an ad-hoc order saves the service team time and resources and technical field service staff are able to carry out the extra work without having to schedule another visit to the customer. Your customer also saves money and can get their machine working reliably again more quickly.

Flexible entry and planning of follow-up assignments

Working with the L-mobile service service call management software provides your service technicians with a more flexible service process by allowing them to enter service calls within an order themselves. Let’s say a technician takes on the repair of a manufacturing machine. They carry out the assignment on site at the customer’s location with the help of their digital checklist and record the corresponding data in the mobile service app. Before completing the field service order, the technician checks that the machine is working properly. So far everything looks good and the problem appears to be fixed. But then they suddenly notice a new, previously undetected fault on the machine, which they are unfortunately unable to fix themselves as they don’t have the necessary specialist knowledge.

To avoid the office staff first having to create a completely new field service order with all the necessary information and then passing it on to the scheduling team for deployment planning, the service technician app offers a much simpler and faster solution. The service technician completes their service call in the mobile service app as normal, but generates a follow-up assignment for their colleague. The previous field service order for the customer now contains two service calls and will only be fully completed and invoiced once the follow-up assignment has been successfully completed. As soon as this is the case, all work performed by the service technicians is consolidated in one invoice and sent to the customer.

Standardized service calls thanks to the mobile service technician app of L-mobile service

With around 150 service technicians, it is particularly important for our customer HSR GmbH to be able to implement an end-to-end service process digitally and without changes in media. The previously handwritten paper delivery notes often used to reach the service staff in the office after a significant delay and the office staff then had to manually transfer their contents to the MS Dynamics NAV ERP system. This not only resulted in a lot of extra work, but also high personnel costs. Read the detailed case study to find out how the company optimized its own field service management by implementing L-mobile service and using the mobile service app and how it is now able to save significant costs.

“Thanks to the mobile solution, we no longer have any transfer errors—instead we have transparent field service reports with photos. Employee management has also been improved dramatically, as they have to follow the process steps.”

Jaques WichertInnovation Manager, HSR GmbH

To the case study

L-mobile reference Deutsche Windtechnik Offshore und Consulting GmbH

L-mobile reference Grimme Landmaschinenfabrik GmbH & Co KG

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

L-mobile digital warehouse management Infor COM and digital service management case study INOTEC Sicherheitstechnik 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 the mobile service technician app 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 centralized master data management, through route-optimized route and deployment planning using digital planning boards, to digital checklists for standardized technical field service processes.

Master data management

Mobile service app

Digital Device Management

Remote service with augmented reality

Order management

Digital checklists

Deployment planning with digital planning board