MFI runs field service across 18 African countries on ERPNext
Ticketing, dispatch, SLAs and escalation for 500 to 2,000 field technicians in 18 countries, on ERPNext.
- Client
- MFI Document Solutions
- Industry
- Field service
- Platform
- ERPNext · Frappe Framework
- Scope
- 4 modules
MFI Document Solutions
MFI Document Solutions is a Nairobi-based managed print and document solutions company serving banking, government and healthcare across 18 Sub-Saharan African countries (including Kenya, Uganda, Tanzania, Rwanda, Ethiopia, DRC, Zambia, Malawi, Mozambique and Burundi), with 500–1,000 employees and 500–2,000 field technicians.
- Client
- MFI Document Solutions
- Industry
- Field service
- Country
- Kenya
- Engagement
- ERPNext support and field-service implementation
- Region
- Kenya and Sub-Saharan Africa (18 countries)
What wasn’t working
Service requests arrived by phone and email with no ticketing, no status tracking, no SLA tracking and no escalation path, and technicians were assigned late across regions.
The solution
An ERPNext support implementation with helpdesk, task management and email notifications. It adds a customer self-service portal, one-click issue-to-task conversion, region-based technician assignment and a multi-level escalation matrix.
- Support / helpdesk
- Task management
- Email notifications
- Dashboards and reporting
How work flows now
- 1Customer issue (portal or call)
- 2Ticket in ERPNext
- 3Support review
- 4Remote resolution or task
- 5Technician assignment
- 6On-site visit and work log
- 7Material request if needed
- 8Escalation if unresolved
- 9Closure
What we built beyond the standard
Outcomes
What changed for the business
| Metric | Before | After |
|---|---|---|
| Resolution time | 8–10 days | 2–3 days |
Technology
- ERPNext
- Frappe Framework
- E-mail intake and notifications
ERPNext
Frappe Framework
