From 140 to 17 hours:

88 % less processing time in field service.

Every day, our client coordinates service jobs between back office, technicians and subcontractors. We integrated Jira Service Management and MoreApp so that manual forwarding became a seamless, automated process.

INDUSTRY

Technical Field Service

SOLUTION

Jira Service Management + MoreApp

KEY RESULT

-88 % processing time

RESULT

The result first:
measurable across the entire process.

With around 200 jobs per month, 123 hours of working time are freed up. That is more than three weeks of capacity - every month.

PROCESSING TIME / MONTH

140 hrs

17 hrs

(-88 %)

FIRST RESPONSE

10 min - 4 hrs

< 30 sec

ERROR RATE

5 - 10 %

< 2 %

Challenge

Three handovers.
Three breaking points.

Three handovers. Three breaking points.

Three handovers.
Three breaking points.

01

Order intake

Requests came in via email, phone and WhatsApp - with no consistent structure. Follow-up questions were the rule, not the exception.

02

Forwarding to subcontractors

Handover to external technicians was manual. One extra step, one extra window for errors.

03

Completion report

Delayed feedback from the site delayed invoicing - with a direct impact on cash flow.

Solution

Three levers,
one seamless process.

Human-AI UX

The right information at the right point

Back office, technicians and subcontractors see exactly the information they need for their step. No follow-up questions, no searching.

Platform Architecture

One data foundation for everyone

Assets form the shared foundation for back office and field service. Objects are created automatically from addresses instead of being maintained twice.