Sensfix helps the company automate ticketing and maintenance, freeing up service and facility staff, and allowing mobile employees to manage equipment issues quickly and easily
Benefits
- Improve process efficiency, reduce time-to-repair assets and provide clearer views to current and closed tickets, preventative maintenance schedules, assets and spare parts inventories.
- Allows employees to view their own assets, create tickets, track progress and check maintenance logs, in a single mobile application.
- Allows Service Staff to manage tickets and inventory, view preventative maintenance schedules, sign off on work orders, all in one system.
- Allows Facility Managers to view all assets in a single map, as well as tickets, preventative maintenance schedules and active tickets. In addition, visualize all running preventative maintenance and conditional maintenance, view relevant data related to assets, parts, service vendors, suppliers, tools/equipment, vehicles, and more.
- Other tasks they can do within the application include chat and communicate with staff, view activity logs and job histories, monitor inventory status in real-time and approve finished jobs, and create service reports showing all service activities in one place.
The Challenge
The client is an Oilfield Services provider in the mid-western USA who had major challenges with service workflows, efficiency and time-to-resolution. They were using ServiceNow to manage IT tickets and with this, employees in the facility could not directly access the service team. Instead, they had to send emails to an analyst who would then manually create a ticket. These would then be routed to facility, IT or office services. The process was inefficient with several manual steps. The facility also wanted an automated system to run preventative maintenance operations.
The customer was seeking a solution that could automatically process service-related emails, use AI to generate tickets and initiate workflows, and keep track of inventory and spare parts.
The Solution
After acquiring and loading a large set of asset and parts data—including locations, stock numbers, preventative maintenance schedules, preferred technician details, asset metadata, and more—Sensfix implemented the Sens-facility suite.
Sensfix also rolled out three apps used by employees and facility managers to streamline communications and maintenance processes:
- Sensfix Mobile App for Employees (Android and iOS): The mobile app allows employees to manage their assets easily and to create/manage tickets using AI technology:
- Allows employees to view their assets and create tickets for them
- Allows them to view progress in real-time and check on all open and closed tickets
- Sensfix Mobile App for Service (Android and iOS): This allows service staff to manage tickets, maintenance schedules and workflow.
- Service Staff can view assigned preventative maintenance schedules as well as tickets on a single landing page.
- They can also navigate through different steps of digitized service workflow, leave notes for any steps where there are issues, sign off the work order, and update inventory with spare parts consumed.
- Sensfix Web App (desktops, laptops and tablets): This allows Facility Managers to easily view and manage the assets, tickets, scheduled maintenance, current activity, parts, vendors, inventory status and more.
- Includes an advanced map view of all assets, preventative maintenance schedules, and tickets. In the web app, managers can:
- Visualizations of all running preventative maintenance and conditional maintenance; view activity logs and job histories
- Access to relevant data related to assets, parts, service vendors, suppliers, tools/equipment, vehicles, and more
- Tools to actively chat and communicate with staff, monitor inventory status in real-time and approve finished jobs, and create service reports showing all service activities in one place.