Customers call, email and chase, and nobody knows who owns the ticket.
One ticket for every request, from a self-service portal or a call, with status and history the customer and the team both see.
Industries · Field service
Every service call tracked from the first message to the last site visit
Bizmap runs field service for MFI Document Solutions across 18 Sub-Saharan African countries: a customer self-service portal, one-click issue-to-task conversion, region-based technician assignment, a multi-level escalation matrix and SLA alerts. Resolution time fell from 8–10 days to 2–3 days, with more than 46,000 issues and about 52,700 assets tracked in the system.
Ticket to closure
- Ticket
- Assigned
- On site
- Parts
- SLA check
- Closed
Illustrative records · one service call
Challenges in field service
Technicians are assigned days late.
Region-based routing and one-click conversion from issue to task, so the nearest technician gets the job the same day.
We miss SLAs and only find out when the customer complains.
SLA alerts and a multi-level escalation matrix that moves a ticket up before the deadline, not after.
We cannot see what a technician actually did on site.
Time tracking with pause and resume, work logs, material requests inside the task and preventive maintenance schedules per asset.
How the work runs
The same six waypoints and three gates as every implementation.
- Survey · 2 weeks
- Chart · 2 to 4 weeks
- Build · 4 to 12 weeks by tier
- Rehearse · 3 to 5 weeks
- Cross over · 1 to 2 weeks, plus the parallel run
- Settle · 30 days
- Next leg · Optional add-on, as scoped
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How we implement, waypoint by waypoint →
Ticketing, region-based technician dispatch, SLAs, escalation and preventive maintenance on ERPNext, for service teams spread across cities and countries.
Integrations typical for field service
- Email to ticket
- customer portal
- asset and serial records
- material requests to inventory
- dashboards per region
Clients in field service
What we build for field service
Custom Frappe apps and extensionsWhat ERPNext does not do, built as a separate app so upgrades stay clean.Data and BIFrappe Insights dashboards on your live data.ERPNext implementationFrom process mapping to go-live, with a BRD per module.Managed hosting and supportFrappe Cloud or your server, with response times in the contract.Platforms and portalsCustomer, dealer, vendor and learner portals and SaaS products your users log into.
Technology
- ERPNext
- Frappe Framework
- E-mail intake and notifications
ERPNext
Frappe FrameworkFAQ
No. At MFI it runs on ERPNext's support, task and asset features with custom portal forms, routing and escalation, so tickets, technicians, stock and invoices share one system.
Yes. MFI runs one system across 18 countries, with routing by region and dashboards per region for management.
Yes, through a self-service portal with predefined forms, so the request arrives with the details the technician needs.