In recent years, new technologies, such as big data, artificial intelligence, and the Internet of Things, have driven the wave of Industry 4.0, transforming how the manufacturing industry perceives processes. The focus is no longer solely on technology and manufacturing but also on analyzing and servicing customers through data integration. With rapidly changing market demands, automation machinery agencies must prioritize customer service, especially in maintenance and product servicing. Existing warranties and contract maintenance test companies' contract management, while ad-hoc repairs challenge the response and efficiency of the maintenance team in handling unexpected events. Optimizing overall workflow, improving maintenance efficiency, and accelerating the integration and analysis of team data to establish a close-knit connection between field and office teams significantly impact customer satisfaction and retention rates.
Mercuries Data Systems, a leading company specializing in ATM maintenance and service, with over 40 years of experience in the field, understands the management challenges faced by businesses in maintenance dispatching. As a result, we have developed "ServiceJDC," a comprehensive solution encompassing all the necessary management and collaboration features for field service dispatching. It provides companies with a complete maintenance operation process, seamlessly connecting field and office teams. This solution enhances team efficiency and automates data analysis, assisting companies in adjusting operational strategies in response to an ever-changing market.
An All-in-One Management Solution Enhancing Digital Workflow
For the automation machinery agency industry, ServiceJDC provides functions such as task assignment, digital forms/approvals, equipment contract management, and business intelligence (BI) analysis to optimize internal administrative operations and maintenance team dispatching processes:
Figure 1: Digitized Maintenance Workflow Resolving Traditional Dispatching Challenges
Table 1: Digital Management Advantages for the Automation Machinery Agency Industry
Maintenance Team: Real-time Reporting of Maintenance Status and Digitized Work Orders
Report task progress in real-time and adjust task assignments immediately.
Upon receiving a maintenance notification from the customer, the back-office team can create tasks and assign maintenance personnel to handle the on-site operations. Maintenance personnel can also create tasks using the mobile app.
Figure 2: Cross-Platform Task Management with ServiceJDC
With ServiceJDC, besides clocking in and confirming personnel locations, you can report task statuses and communicate about the tasks. For multi-day maintenance projects, the system allows quick access to the previous day's work progress and facilitates assigning suitable maintenance personnel for follow-up. All communication and historical records are stored in the cloud, enabling companies to review task details and optimize each workflow step retrospectively.
The greatest benefit of digital task management is the visualization of team performance. ServiceJDC's "Task Dashboard" displays the completion rate of the entire maintenance team in a graphical format, along with statistics on completed and pending tasks. This allows managers to quickly grasp the team's progress and supervise the work status of personnel in a timely manner.
Figure 3: Real-time Task Status Statistics on the Task Dashboard
Task Binding with Work Orders/Approval Forms: Streamlined Document Management
The inconvenience of carrying paper documents, the time-consuming process of consolidating work order data, and the hassle of going through approval workflows can all be easily resolved through digital forms.
Figure 4: Accelerating Administrative Processes with Digital Forms
- Field Maintenance using Digital Forms/Approvals:
For maintenance personnel, filling out work orders with their mobile phones is incredibly convenient. It not only reduces the risk of errors that often occur with handwritten forms but also speeds up the process. After obtaining the customer's signature, the completed form can be instantly sent to the client, replacing the previous triplicate forms. This not only provides convenience but also significantly improves work efficiency, resulting in increased customer satisfaction. Digital approvals eliminate the need for maintenance personnel to travel to the company to submit documents while on duty. There are no longer any restrictions on time and location, as applications and approval processes can be done online, with clear visibility of the approval progress.
- Back-office Personnel using Digital Forms/Approvals:
Digital forms effortlessly address the most time-consuming step of scanning or manually entering paper-based data into computer files. The data is automatically compiled into a database, and digital forms/approvals can be bound to tasks, allowing the system to categorize documents based on task criteria such as time. This facilitates easy retrieval during subsequent searches.
Calculating Mileage through Clock-in: Streamlined Fuel Subsidy Application
Many companies have fuel subsidy policies, but whether it's based on mileage or invoice reporting, it requires additional manpower to calculate the expenses. Furthermore, in cases of lost photos or documents, verification becomes difficult, adding to the operational pressure.
To alleviate the burden of reviewing fuel reimbursement claims, ServiceJDC's "Mileage Management" feature enables field personnel to calculate mileage data through GPS clock-ins. The system calculates the mileage based on the set fuel subsidy rate and allows personnel to confirm and submit reimbursement requests. The backend automatically generates mileage reports, making the process extremely convenient. (Further reading: ServiceJDC | Mileage Management Solution)
Figure 5: Clock-in Mileage Calculation for Quick Reimbursement via Mobile Phone
Back-office Team - Eliminating Manual Data Entry and Saving Administrative Time
Automated Contract Notifications and Scheduled Equipment Maintenance Dispatch
For the automation and machinery agency industry, warranty or contract-based maintenance work represents a significant portion of customer service. Customer service is often a crucial factor in establishing a company's reputation and image. Proper contract management not only enhances customer satisfaction but also greatly contributes to customer retention.
Figure 6: Systematic View of Contract Execution Process
With ServiceJDC's digital contract management, tasks, equipment, and customer data can be interconnected, transforming each dispatch into a comprehensive and systematic view of the entire maintenance contract. This approach avoids the ad hoc approach to problem-solving and ensures that the contract is managed holistically. Additionally, ServiceJDC can automatically schedule recurring maintenance tasks, eliminating the hassle of manual dispatching. Furthermore, contract expiration notifications help personnel proactively arrange contract renewals, preventing any potential oversights. (Further reading: ServiceJDC | Contract Management Solution)
Automated Parts Inventory Calculation and Flexible Customization of Modules
Inventory control of parts is a common management challenge in the maintenance-related industry. Companies need to calculate safety stock based on past consumption quantities and frequencies to ensure supply while reducing warehousing costs.
In addition to using pivot analysis to view monthly consumption data derived from work orders, ServiceJDC's modular system architecture allows flexible integration of different management functions. For instance, ServiceJDC's "Scheduling Management" capability can link form data with a customized parts inventory database, establishing a logical inventory management system. After submitting a work order, the system automatically calculates the number of parts in stock. This not only increases the versatility of the application but also aligns closely with the specific needs of the business, creating a customized effect. (Further reading: ServiceJDC | Scheduling Management Solution)
Management - Quick Retrieval of Pivot Reports and Automatic Integration of Data
One-click Pivot Analysis for Precise Business Intelligence (BI) Decision-making
The advantage of digitized forms lies in the real-time consolidation of data. From the completion of work orders by maintenance personnel to the integration of data into the ServiceJDC backend, there is no time delay. Pivot analysis generates charts based on field data, enabling the generation of up-to-the-minute reports effortlessly.
When formulating operational strategies, what businesses often require is integrated analytical data. ServiceJDC provides the "Business Intelligence (BI) Analysis" feature, which allows data from employees, customers, tasks, forms, equipment, contracts, and more to be filtered and consolidated from the ServiceJDC backend into visualized dashboards. This helps businesses easily identify data patterns in their operations, predict market trends in real-time, and even schedule automatic email delivery to management, saving time and effort spent on monthly and quarterly reports. (Further reading: ServiceJDC | Business Intelligence Analysis Solution)
Figure 7: ServiceJDC Provides Integrated Business Intelligence (BI) Analysis
Building a Professional Team through Digital Processes, Mastering Key Operations through Data Analysis
Through various collaborative management features, ServiceJDC helps businesses accelerate internal administrative processes, save manpower and resources spent on data management, improve overall team service efficiency and quality, and ultimately enhance customer satisfaction and retention. Powerful and real-time data analysis also helps businesses identify areas of improvement within their teams, adjust and optimize workflows in real-time, and anticipate market trends to formulate corresponding operational strategies.
ServiceJDC provides an all-in-one management service and has extensive experience serving various maintenance industries, including automated equipment, machinery electronics agency, air conditioning and electrical engineering, and construction. Currently, thousands of businesses have successfully undergone digital transformation online. Whether it's discussing application scenarios or addressing any usage issues, you can contact us and fill out the form. Our consulting team will provide the most professional advisory service. Register now for the free Basic Edition for up to five users. For more information, please visit the ServiceJDC official website.
