Commercial
Service & Support
Service commitments you can actually evidence
Service operations with real contract awareness: intake, triage, scheduling, resolution, SLA measurement and a customer-facing view of the truth.
The starting condition
What this usually looks like before
- Requests arrive across four channels and are triaged by whoever notices first.
- SLA performance is asserted at review meetings rather than measured.
- Field engineers report outcomes by message; parts and time are reconstructed later.
Capabilities
What we build
Unified intake
Email, portal, phone and messaging captured into one queue with de-duplication and contract lookup.
Contract-aware SLA
Response and resolution clocks driven by the actual entitlement on the customer's contract, including pauses and exclusions.
Field execution
Scheduling, mobile job cards, parts consumption, signatures and completion evidence captured on site.
Customer visibility
A clean external view of status and history that reduces inbound chasing.
Recurrence analysis
Repeat-fault and root-cause reporting across assets, sites and product lines.
Outcomes
What you should expect to change
- Measured SLA performance instead of estimated performance
- Fewer status-chasing calls from customers
- Parts and time captured where the work happened
- Recurring faults visible as patterns, not incidents
Where AI fits
Agents classify and route incoming requests, draft first responses from prior resolutions, and surface likely root causes — escalation and commitments remain human decisions.
Typical integrations
- Messaging
- Telephony
- Inventory
- Accounting
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Describe the version of this problem you have.
We will tell you what a system for it looks like, what it would take to build, and whether it is worth doing at all.