Service management software
Your service process. With a clock on every stage.
For companies whose cases end in a repair, not a returned parcel. Model your own stages, statuses and transitions — and give every stage a tracked duration with automatic escalation when it is exceeded.
The largest process running for one of our customers today has 138 stages.
Who it is for
When a case ends in a repair, not a return
You sell, manufacture or install products under warranty. A case is not a returned parcel — it is diagnosis, repair, spare parts and a technician visit. You need the history of a device, not the history of an order.
- Construction and installed systems
- Windows and doors, air conditioning, photovoltaics, heating, sanitary fittings, flooring. Installed on site, inspected on site, with responsibility disputed between manufacturer, distributor and installer.
- Electronics and appliances
- Warranty and post-warranty repairs, authorised service points, spare parts, serial numbers, settlements with the manufacturer.
- Furniture and fit-out
- Transit damage, assembly defects, bulky-item claims, replacing a single component instead of the whole product.
- Manufacturing and distribution
- Cases raised by retail chains and distributors, root-cause analysis, corrective actions, documentation for audit.
How it works
A process that matches yours, not the other way round
- Your own stages and transitions
- You define stages, statuses and the transitions allowed between them. Every ticket type can run its own process — one for a consumer complaint, another for warranty service, another for a scheduled inspection.
- A clock on every stage
- Each stage has a tracked duration. The system colours cases approaching their deadline and those already past it, so you can read the state without opening tickets.
- Automatic escalation
- A missed deadline does not wait to be noticed. The system reports approaching deadlines and escalates the ones already exceeded.
- Business rules
- Rules react to stage changes and to operations: send an email, send an SMS, assign the case to a specific person. No manual chasing.
- Permissions on stages
- Stages and operations are permission-controlled. Technicians see their own work, managers see everything, the end customer sees only a status.
- The process as a diagram
- View the whole flow as a diagram and click a connection to inspect what happens and when — including when the process has well over a hundred stages.
What is different
An ERP module stops at the document
- Service, not just returns
- Complaint modules inside ERP systems and shop plugins are built around the order and the invoice. They stop when the goods come back. We handle what happens next: diagnosis, repair, parts and device history.
- You pay for the system, not per person
- The subscription is flat for the whole team within a tier. Adding another person to handle tickets does not raise the bill.
- 15 years, and customers who stay
- We have been running since 2011. Half of our customers have been with us for more than six years.
See it on your own process
Twenty minutes is enough to judge whether this fits
In the demo we run the system on a process close to yours and tell you plainly what it will not do. You talk to the person who built it.
Questions