Service and field service
Service that keeps its promises after the sale
The customer record does not end at delivery. VynMatrix handles cases, service levels and field jobs on the same record that holds the quote and the order.
What you get
Cases with SLA tracking
Cases carry service levels with escalation and resolution workflow. Dashboards show overdue and escalated cases and the workload by priority and queue.
A shared support inbox
Support email lands in one inbox and becomes cases, with web-to-service forms for customers who prefer to write in.
Field service orders
Service orders are created from confirmed orders and can be assigned, scheduled and tracked, with the site address, priority and per-item completion status.
Work finds its owner
Assignment groups and rules hand cases and orders to the right person, with fallbacks and cover when someone is away.
Who it is for
- Manufacturers and suppliers who install, maintain or repair what they sell
- Support teams who work to service levels
- Operations managers who dispatch field jobs
Questions
Is field service a separate product?
Field service is an add-on to the Service module. Service is part of the Professional and Enterprise editions, and field service orders are part of Enterprise (and of the Manufacturing Professional edition).
How do service orders start?
From a confirmed order. The service order carries the customer, site address and items, so nothing is entered twice.
Can customers raise cases themselves?
Yes. Web-to-service forms and a support inbox turn customer requests into cases automatically.
See it on your own process
Get a demo workspace with sample data, or book a short walkthrough using your own sales process.