Field service and dispatch in the Service ERP.
Manage your field service operations, from technician scheduling and job assignments to travel time, parts usage and service completion. Keep your technicians, equipment, customer information and service agreements connected, helping your team assign the right person to the right job with the right parts.
Why this domain exists
Managing field service involves more than assigning jobs to technicians. Your dispatch team needs to consider technician availability, skills, location, parts availability and customer service agreements before scheduling a visit.
When this information is spread across different systems, planning service jobs becomes more difficult. A technician might arrive without the correct parts, be assigned to equipment they’re unfamiliar with or spend unnecessary time travelling between appointments.
Nucleus connects field service and dispatch with customer records, equipment information, inventory and workforce management. Your dispatch team can access the details needed to plan jobs and assign technicians more effectively.
It also helps you track the time spent travelling and completing jobs, record parts used and monitor first-time fix performance, giving you a clearer picture of your service operations and the costs involved.
Important functionality
MS11 brings together the information needed to coordinate field service, helping your team schedule technicians, manage jobs and keep accurate records of service activity.
- SchedulingPlan and assign service jobs based on technician availability, existing workloads and customer service requirements.
- Skills matchMatch technicians to service jobs based on their skills, qualifications and experience with specific equipment models.
- TravelTrack travel time associated with service visits, helping your team understand how time spent travelling affects scheduling and service costs.
- First-time fixMonitor whether service issues are resolved during the first visit, helping identify opportunities to improve technician preparation and service performance.
- Parts usedRecord the parts and consumables used during service visits, keeping stock information and job records up to date.
A week in the life of dispatch
Your dispatch team reviews open service tickets, technician availability, skills, stock levels and service agreements to plan the day’s jobs.
A technician is assigned to the service request, with the relevant customer details, equipment information and required parts available for the visit.
The technician works against the correct equipment record, with access to the customer’s service history and contract information.
Once the work is completed, the technician’s time, parts used and service outcome are recorded, keeping the job information available for future service activity and billing where applicable.
What has to be true on the same record
Your service tickets, equipment records, technician information, parts availability and service level agreements all need to be connected.
With Nucleus, your dispatch team can access the information needed to plan and manage service visits, while technicians work with the relevant job details. This helps reduce unnecessary delays, improve first-time fix rates and maintain accurate service records.
Works with
Connect customer service requests to field service jobs, keeping the original ticket information available throughout the service process.
Check parts availability and manage stock allocated to service jobs, helping ensure technicians have the equipment they need.
Access technician information, skills and availability to support scheduling and job assignments.
Keep service jobs connected to customer agreements and SLAs, helping your team understand the response times and service commitments that apply.
From the business
"As one of CO3's first customers, it has been a pleasure to see them grow to become one of the market leaders in the service industry. Their professional and personalised support is world-class. It gives us great peace of mind knowing that we can pick up the phone at any time of the day and have a knowledgeable professional on the other end ready to assist."
Louw Burger, IT Manager — Page Automation
Frequently asked questions
How does Nucleus schedule technicians?
Nucleus plans and assigns jobs based on technician availability, existing workload, skills and customer service requirements, so the right person goes to the right job with the right parts.
Does Nucleus track first-time fix rates?
Yes. Nucleus records whether issues are resolved on the first visit, helping you improve technician preparation and service performance.
What happens to parts used on a job?
Parts and consumables used during a visit are recorded against the job, keeping stock levels and job records up to date.