Service Management ERP




Web and Mobile App



Partnership Period

Feb 2020 to Present

Team Size

5 Experts


The service application is designed to streamline the process of service requests and maintenance tasks. It involves three main stakeholders: the Admin, Service Head, and Service Engineers. The application allows the Service Head to create service requests, assign tasks to Service Engineers, and track the progress of each request. Service Engineers can update the status of their tasks, provide detailed reports, and even place sales orders for replacement parts. The Admin can view various reports based on the data collected. 

Key Stakeholders involved

  • Employee (Service Engineer): Responsible for committing to work requests, diagnosing problems, replacing parts, and updating the status of the work order. 
  • Supervisor (Service Head): Creates service requests, assigns tasks to engineers, and can create preventive service requests. 
  • Admin: Views reports such as MTTR, MTBF, etc. 


  • The service request has been created by the Service Head. 
  • The Service Engineer has been assigned to the request. 

Main Flow

  • Service Head creates a service request: The Service Head logs into the application and creates a new service request on behalf of a customer. This includes adding details such as the failure date and time, location, and the sales order invoice number of the product sold to the customer. The Service Head can assign a specific Service Engineer to the request or make it available to all engineers. 
  • Service Engineer commits to the work request: A Service Engineer logs into the application and views the service requests assigned to them or available globally. They commit to a request that they can fulfil. 
  • Service Engineer analyses the fault and performs necessary work: The Service Engineer visits the site where the machine is located and analyses the fault. They perform the necessary work to fix the machine. This could involve various tasks such as adjusting settings, replacing parts, or performing a complete overhaul of the machine. 
  • Service Engineer places a sales order if new parts are needed: If the Service Engineer determines that new parts are needed to fix the machine, they place a sales order directly from the application. This order is linked to the customer’s account. 
  • Service Engineer updates the work order daily: Each day, the Service Engineer updates the status of the work order in the application. This includes details of the work performed, any changes in the machine’s status, and an estimate of when the work will be completed. 
  • Service Engineer attaches relevant documents or images: The Service Engineer can attach any relevant documents or images to the work order. This could include photos of the machine, copies of receipts for parts purchased, or documentation of the work performed. 
  • Service Engineer updates the request with a detailed report: Once the work is completed, the Service Engineer updates the request with a detailed report. This report includes information such as the frequency of the fault, any warnings that were present at the time of intervention, the diagnosis of the problem, and other relevant details. This report is then available for the Service Head and Admin to review. 

Alternative Flows

  • Service Head creates a preventive service request for any machines. 
  • Service Engineer completes the required tasks for preventive maintenance. 

Technology used

  • React and React Native for frontend
  • Python for backend

Post Conditions

  • The service request is updated with all the necessary details and reports. 
  • The Admin can view various reports based on the updated data. 

Business Impact

  • Improved Efficiency: The application streamlines the process of creating, assigning, and tracking service requests. This leads to a reduction in time spent on administrative tasks, allowing Service Heads and Service Engineers to focus more on their core responsibilities. 
  • Enhanced Accountability: By allowing Service Engineers to update the status of their tasks in real-time, the application enhances accountability. This can lead to improved performance and increased trust between the Service Head, Service Engineers, and the customer. 
  • Better Decision Making: The application provides Admins with access to various reports such as Mean Time To Repair (MTTR) and Mean Time Between Failures (MTBF). These reports can provide valuable insights, aiding in strategic decision-making and resource allocation. 
  • Increased Customer Satisfaction: By ensuring timely and efficient service, the application can significantly enhance customer satisfaction. This can lead to increased customer loyalty and positive word-of-mouth, which can boost the company’s reputation and bottom line. 
  • Cost Savings: The application can lead to cost savings in several ways. For instance, by capturing the Service Engineer’s location when committing to work, the company can optimise travel routes and save on fuel costs. Additionally, by automating the process of placing sales orders for replacement parts, the company can reduce inventory holding costs. 
  • Future Growth: The data collected by the application can be utilised for future growth. For example, analysing the frequency of faults and the effectiveness of interventions can help the company improve its products and services. This can lead to increased market share and profitability in the long run. 

Related Use Cases

  • Service Engineer adds Travel Expense Report: After completing a service request, the Service Engineer can add a travel expense report in the application. This report includes details such as the distance traveled, mode of transport, and any additional expenses incurred during the trip. This feature allows the company to track and reimburse travel expenses accurately. 
  • Service Engineer adds Work Report for Each Day: The Service Engineer is required to add a work report at the end of each day. This report includes the tasks completed, hours worked, and any issues encountered. This feature ensures that the Service Head and Admin are kept up-to-date on the progress of each service request. 
  • Service Engineer adds Todo List: The Service Engineer can create a todo list in the application. This list includes all the tasks that need to be completed for a service request. The Service Engineer can update the list as tasks are completed. This feature helps the Service Engineer manage their workload and ensures that no task is overlooked. 
  • Service Engineer’s Current Location is Captured: When a Service Engineer commits to a work request, the application captures their current location. This feature allows the Service Head and Admin to track the Service Engineer’s movements and can be used for planning and optimizing travel routes. It also provides a record of the Service Engineer’s location at the time of committing to a work request, which can be useful for auditing and accountability purposes. 


  • All users have the necessary permissions to perform their respective tasks. 
  • Service Engineers have the necessary skills and tools to perform the tasks. 

Future Considerations

  • Implementing a feature to automatically assign Service Engineers based on their skills and location. 
  • Integrating with an inventory management system to automate the process of placing sales orders for replacement parts. 


The service application significantly improves the efficiency of service requests and maintenance tasks. It provides a platform for Service Heads to manage tasks, for Service Engineers to update their progress, and for Admins to view comprehensive reports. Future enhancements can further automate the process and provide more valuable insights.