Service – AMAGE24

Service request management solution

A simple to deploy and effective tool for managing service requests

Service requests
Service request register. Request history, progress reporting and monitoring of costs and services provided.
Definable workflows
Definable status schemes for service requests (new, in progress, etc.). Possibility of designating permitted passes, recording signatures and work/services performed. Any type of request to simplify categorisation.
Notifications
Notification of new requests, reassignments or activities performed. Information on exceeding service times. Notification in the application as well as by email.

Progress recording
Recording the progress of service requests. History log. Recording of work performed, services and warehouse costs (warehouse module). Mobile version of event registration and access anywhere.
Single or multi-site work
Ability to work in the context of a single site or service requests from multiple contractors (service delivery company)
Reporting portals
Portals to access information about requests for external users (employees, customers). Ability to report defects and track progress.

Quick Activation

The solution in the form of instant access through the AMAGE24 web platform – no software installation or time-consuming configuration.

Subscription for Services

Charges for the actual use of the system. Option to pay annually with a significant discount.

High Availability of the Solution

High availability of the solution. We rely on a proven and damage-resistant infrastructure. We also provide data security (security copies) and active shielding against network attacks.

Customized Feature Packages

The possibility to select a package of features suitable for the requirements of both small and large enterprises.

Our Advantages

A flexible and simple solution for the comprehensive management of service requests for small and large industrial plants and service companies.

Online Documentation

Available online documentation and a set of tutorials in text and video form. Always available contextual help and an advanced interface of in-app suggestions.

Signage for Devices and Rounds

Available signage service for equipment and rounds’ routes – self-assembly or by qualified teams.

Implementation (Optional)

The possibility to implement the solution by a qualified team. Available with the analysis of the customer’s requirements and customizing the functions for the specific enterprise.

Additional Support Packages (Optional)

The possibility for additional online support by qualified teams, ensuring an established SLA service level.

See How the App Works

Features of the Solution

A flexible and simple solution for the comprehensive management of service requests.

Easy to Use

Simple definition of states and types of service requests. Management of all data. Implementation via mobile devices with a user-friendly interface.

Full service request cycle

The solution covers the entire process of managing service requests in an organisation. From registration to execution to analysis of the activities carried out.

Reporting portals for external users

Notification portals with easy access for external users (employees, customers) make it easy to register notifications and make status information available to external users of the system.

Service request handling

Management of service requests, full information flow with notification of participants.

List of service requests with extensive filtering
Details of the service request with all information available at a glance
Link to resource structure (devices) and easy access to parameters, documentation of these devices
History of request changes, request assignment and status update log
List of services/outgoings from the warehouse and related costs (warehouse module required)

Definition of notification flow

Definition of a service request workflow based on a structure of definable states and types

Definable types of service requests (e.g. Breakdown, Fault) with definable appearance/icons
Definable states of service requests with their own appearance and description of properties
Extended mechanism for defining possible transitions between states
Possibility of defining the registration of signatures during event status changes
Possibility of registering specific types of services and stock movements (*)

(*) Warehouse module required.

Registration of requests and reporting

Recording the progress of requests via mobile devices

Mobile interface for accessing and registering changes in the application
All information available on a mobile device
Possibility to register comments, change of status and attribution to a notification
History of changes
Access to contextual device with full technical information (parameters, images, documentation)
Recording of services performed (definable) and stock movement (*)
Recording of service protocols

(*) Warehouse module required

Reports and visualisation

Effective monitoring of work in progress and generation of reports

Reports on individual requests and summary analytical reports
Information on costs in progress and recurring events
Dashboards with visualisation of the status of requests
Calculation of MTTR/MTBF parameters for several measurement data acquisition options (time calculation)

Access portals for reporting

Additional portals for access to service requests

System data access portals for external users
No dedicated login accounts required
Logging on contractor/department level
Logging on the basis of device ID
Creation of service requests, the information flow of which will be carried out in the main system
Monitoring the progress of activities
Simplified view and information (e.g. simplified ticket status) to provide only the necessary information

Service protocols for labour accounting

Detailed protocols for carrying out maintenance activities. Dedicated to companies carrying out outsourced maintenance work.

Linking of multiple service protocols to a single service request
Extensive request forms – services performed, parts (*), work, team and time listed
Generation of detailed execution reports
Customer and contractor acceptance with electronic signatures

(*) Requires Warehouse module

Version comparison

	Standard	Plus
Definition
Structure of resources (plant, machinery)	☑️	☑️
Context-sensitive documentation and attachments	☑️	☑️
Definable states and types workflow	☑️	☑️
Service events detailed protocols	❌	☑️
Work with external customer	❌	☑️
Execution
Execution via mobile devices	☑️	☑️
Implementation within a small team	☑️	☑️
Work progress analysis, dashboards, MTBF/MTTR	❌	☑️
Reports & Notifications
Notification inside the application	☑️	☑️
Configurable notification, including email	❌	☑️
Predefined execution reports	☑️	☑️
Customized reports with a free designer	❌	☑️
Additional
Orders, Contracts, work grouping	❌	☑️
External integrations (ftp/email)	❌	☑️
Predefined data import templates	☑️	☑️
Definable import/export of the data	❌	☑️
Customer/Internal worker portal	❌	☑️
Users limit	10	None

App Layout

Screens from the application. Accessing the configuration and visualisation section using office equipment. Performing field activities using mobile devices.