Powerful features that make it easy to deliver outstanding field service

Our all-in-one platform gives your ops manager, back-office staff and technicians the tools to efficiently manage every stage of your field service.

Features

Job Logging
Job Scheduling

Job Logging

Log service tickets from anywhere (email, call center, online portal)
Integrate with your telephone system (e.g. 3CX)
EDI interfaces

Role based dashboard, allows for quick access to relevant user functions.

Define exact location for service booking – Address, GPS etc. Can store multiple locations per contact.

Specify range of asset values to ensure correct resources are assigned and build correct asset history. Can store multiple assets per location.

Fault description – link to fault categories to improve management and reporting.

Job Scheduling

Take the guesswork out of scheduling jobs in realtime. Optimized scheduling means the best technician for the job, with the quickest turnaround time.

Easy-to-use, intuitive scheduling tool
Allocate technicians based on a balanced scorecard: rating, location, availability and skills
Show availability to avoid overbooking

Parts Management
Technician App

Parts Management

Managing spare parts from the field accurately is the heart of providing efficient service. darkred lets your technicians check on available parts and order new parts in the field, so they can complete the job quickly.

- Integrate directly with your ERP
- Display part availability and pricing information to technicians
- Allow technicians to order spare parts from the field
- Alert parts managers and trigger backorder process

Integrate to ERP or other Stock Management platforms to display real-time stock information – Availability, price. This improves quotation accuracy and enables part sales.

Provide full visibility on all or filtered stock and parts in the system.

Enable stock / parts managers to have a single view of demand, availability and related stock transactions from one screen.

View detailed stock movement on individual parts.

Technician App

Managing a network of national technicians and subcontractor in real time doesn’t have to be complicated. Our app lets you communicate directly with technicians so they can complete jobs quickly and efficiently.

Order parts in the field
Optimise technician routes on mobile devices
Create instant onsite billing
Update job statuses in real time
Upload photos, documents and scan barcodes

Technicians can see their job schedule and optimised routing by day. Manual adjustment of route will calculate and display expected time and distance impact.

Technicians can access and update all related information for the job, with easy, intuitive navigation.

All jobs can be viewed by technicians and other service staff – this ensures that everyone is updating the same data through the same intuitive, easy to use interfaces.

Reporting
Contractor Billing

Reporting

Get full visibility with 360° real-time reporting
Access the live dashboard from any device
Track performance with KPI monitoring
Export data for advanced analysis

Slice & Dice by multiple attributes and drilldown on all reports to underlying jobs.

Customise reports to display the data you need – select specific columns, save layout for re-use.

Add charts for visual presentation of key values.

Contractor Billing

Reduce internal costs and increase your revenue by simplifying your 3rd party administrative and payment processes.

- Simplify sub-contractor payments
- Eliminate reconciliations of 3rd party claims

Automate system driven 3rd party claims – generate reconciled, monthly billing reports.

Daily progress and reconciliation for technicians – sub-contractors can see at any time what they will be able to claim on their own jobs.

Financial Categorisations for Cost Allocations.

Customer Experience
Automated Communication

Customer Experience

Proactively manage customer experience.
Send automated job validation to customers after job closure
Customise customer satisfaction surveys in Survey module

Proactive communication via SMS or e-mail with customers and sub-contractors. Messaging based on job status changes. Delivery of messages are verified by network operators.

Automated job validation messages sent to customers on job completion.

Automated Communication

From logging the ticket to final sign off, your customers expect a personalized, efficient service. Turn disgruntled customers into loyal fans with ongoing communication from start to finish. Empower them with the option for self-service progress checks.

Keep customers updated with regular automated communication on job progress
Automated email or SMS at defined status changes
Unique customer portal link allows customers to check job progress at any time

SMS content structured to your requirements – messages based on job status changes and will alert relevant stakeholder based on your communication workflows.

Reverse Logistics
Loan Unit Management
Product Exchange

Manage product returns process

Business productivity module that enables staff with a robust, controlled environment to assist with the recording and management of the product requests for returns process.

This business efficiency module includes the following processes:

Request for Return – for the sales staff user group
Authority for Return – trade partner user group

Returns initiated in-store from the web-app.

Can indicate damage location and also upload images of packaging or product damage.

Manage loan unit swap out process

Provides a robust environment for clients to swap out a defective unit that need to be repaired off-site, while allowing a customer to continue using your products. Also provides for the Warehouse Management for replenishment stock, and returned items.

This is of particular importance for companies in Rental or Lease environments.

Initiate loan process – specify loan source warehouse and select the required loan unit. All related stock transactions are created and sent to your ERP or stock management system.

Track original and loan unit details and location.

Product Exchange (PEX)

The Product Exchange (PEX) module provides companies with the ability to effectively manage their product exchange and returns process – Initiate, approve and exchange product based on defined business rules along with the Warehouse Management for replenishment stock, and returned items.

Process imitated in field by technician or sub-contractor from the technician app.

Once approved, warehouse / shipping specifies exchange unit and shipping warehouse. All the stock movement transactions are created and sent to your ERP.

Product Exchange Module manages the exchange of damaged product at the customer site, that need to be replaced with a new unit. Approvals, stock and financial transactions and the required collection and delivery documentation, generated from one module.

Business rules can be defined to ensure that all steps and information is provided, before an exchange can be completed, along with required approval steps.

Operational Management
Integration & Configuration

Manage Call Center Agents

See live call agent activity
Color coded activity for easy interpretation
Enable proactive management and respond to live data to maintain SLA’s

Agent Grouping

Teams
Locations
Departments

Performance Monitoring

Define SLA by customisable periods
Define critical KPI’s
Specify performance thresholds for easy alerts

Wallboard displaying PBX service calls and agent activity. Calls, KPI’s, Service Job data and information from monitored service email boxes are also displayed. The darkred wallboard can integrate with any of your back office systems to display intelligent, meaningful data.

Live Call Integration

See real time call details from PBX servers
Manage with live KPI & SLA statistics
Integrate to PBX agent information for easy setup

Integrate

Email – monitor support mailboxes
CRM – view job ticker
Helpdesk – manage overdue jobs and tasks

Layouts & Themes

Use predefined themes
Adjust views and layouts based on number of agents and performance metrics that makes sense to you

Various themes & layouts can be selected that best suit the call center management environment.

Contract Management
COD & Online Payments
Debit Order Billing

Service and maintenance contracts

Create and manage service contracts.

Contract will detail services that the customer is entitled to. Contract details will help service staff to determine what jobs can be scheduled and the rates for the jobs.

In addition, the contracts can have a monthly billing component if required.

Quote and manage payments with payment gateway integration

Automated COD Service payment system that allows for the client to quote for service jobs and receive payment upfront, prior to dispatching any technicians or service agents. Include integration to payment gateway to handle payments.

Quotes and Invoices

Simplify customer quoting and invoicing
Integrate with your existing accounting software
Generate quotations, parts orders and invoices to customers while onsite
Allow managers to set custom payment terms (advance payment, on completion, or combination)
Link to payment gateways

Quotes for COD work can be created – these can be linked to payment gateways to facilitate easier and more convenient customer payments – streamlining and simplifying the process.

Process monthly payments for insurance, warranties etc

Handling the submission and reconciliation of monthly debit order payments for customer subscription services – e.g insurance policy, service subscription etc. This can be linked to the Contracts Module.

Service Call Centre Outsourcing

Service call center managed by darkred

darkred provides a fully managed, outsourced service call center service for companies that do not have the resources or the expertise to run their own internal service call center.

We provide the full call center environment – agents and the darkred platform.

We manage the entire job life-cycle – logging jobs, creating tickets, scheduling resources and managing service agents to completion of the job, followed up with customer satisfaction surveys.

Service call center managed by darkred

darkred provides a fully managed, outsourced service call center service for companies that do not have the resources or the expertise to run their own internal service call center.

We provide the full call center environment – agents and the darkred platform.

We manage the entire job life-cycle – logging jobs, creating tickets, scheduling resources and managing service agents to completion of the job, followed up with customer satisfaction surveys.

For Service experiences that strengthen your brand reputation.

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Get in touch today for a free custom quote