Service management software: mobilize your teams in real time

Service management software centralizes the entire lifecycle of a service request: from creation to closure, including scheduling and on-site execution. It enables your maintenance teams to receive, process, and track each intervention from a single tool, accessible on desktop and mobile.

Good service management software should cover multichannel request creation, automatic scheduling of interventions and resources, workflows, work orders, field technician management, reporting, and the mobile app. Maintenance contract management and integration with other systems are also important criteria depending on your organization.

It obviously depends on the size of your teams (single-site or multi-site), the type of model chosen (SaaS license or purchase), the support contract, the number of features, etc. Choose a customizable tool that is easy to use for both your field technicians and your requesters, and that can integrate securely with your existing systems via APIs.

End-to-end support for your teams by in-house trainer-consultants from the publishing company is extremely important to the success of your project.

Digitizing intervention management makes it possible to:

• Reduce maintenance costs by limiting emergency interventions, unnecessary travel, and diagnostic errors
• Centralize all requests in a single tool, regardless of the creation channel
• Speed up handling thanks to scheduling and automatic notifications
• Trace every action, from request to closure, for reliable audits and reporting
• Anticipate breakdowns by leveraging history and data collected intervention after intervention

A request is created by a requester via a form, QR code scan, or automated email. It is prioritized and assigned to the right technician via a configurable workflow, which automatically updates their schedule. The technician receives the job in their mobile app, reviews the equipment history, uses spare parts available in stock, and closes the intervention from the field. All data is recorded—time spent, parts consumed, nature of the fault, etc.—and available for reporting.

Service management software is in fact a CMMS, or one of its key features. The term simply refers to the component dedicated to creating, tracking, and closing service requests within a broader maintenance tool. AQ Manager is a complete CMMS that includes a particularly advanced service management module.

Yes. Inventory and spare parts management is fully integrated into the intervention workflow. From their mobile app, your technicians view available stock in real time, consume the required parts, and link them directly to the ongoing intervention. Stock levels are then updated automatically with each consumption, and replenishment alerts are triggered as soon as a predefined minimum threshold is reached. On the purchasing side, purchase orders can be generated automatically with approved suppliers.

Learn more about inventory management in our dedicated webinar: 5 common mistakes in inventory management and how to avoid them

AQ Manager covers an essential part of customer relationship management in the context of maintenance: contract management, intervention tracking by customer, full history, and a tracking portal for your external requesters. For companies whose customer relationship is primarily handled through the maintenance department, AQ Manager may be sufficient. For broader sales needs, it can integrate with your existing CRM.