Where does service revenue leak?

Unbilled parts, unbilled out-of-contract labour and unclaimed warranty. Entitlement checking and mobile job completion recover most of it.

Do engineers need mobile access?

For field service, yes. Paper job sheets re-entered later lose parts detail and delay billing, which is exactly where the leakage occurs.

How does a customer & service management engagement start?

With a short discovery conversation and a written view of scope, risk and the decisions to be made. That view is useful to you whether or not the work continues.

How is a customer & service management engagement priced?

Scope and, where relevant, rules of engagement are agreed in writing before any work begins, and the engagement is a fixed fee for that scope or phased with a cost envelope per phase — so you know the cost and the boundaries up front. Larger pieces of work are broken into phases with findings delivered early rather than a single invoice at the end.

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Customer & Service Management

We design service management in the ERP so that requests, entitlements and field work connect to parts, billing and equipment history in a single record. Entitlement checking establishes what a customer is owed under contract before work is done, so out-of-contract labour is billed rather than given away. Field engineers complete jobs on mobile devices with the equipment's history in front of them, which both improves first-time fix and captures the parts and labour that paper job sheets lose. Service is then billed accurately and reported by contract, so you can see which service agreements make money and which do not.

In short

ERP customer and service management handles service requests, contracts, field service and warranty. Where these are disconnected, revenue leaks quietly through unbilled parts, unbilled out-of-contract labour and unclaimed warranty.

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What we do

The work inside customer & service management.

Service request handling

We design intake, prioritisation and resolution so every request is tracked with full visibility of the customer's history. Moving requests out of individual inboxes into one record is what stops work being lost and lets response be measured and improved.

Contracts and entitlement

We configure service contracts, entitlement checking and renewals, so what a customer is owed is known before an engineer is dispatched. Checking entitlement up front is what converts out-of-contract work from an unbilled favour into recovered revenue.

Field service execution

We design scheduling, mobile job completion and parts consumption so engineers work with equipment history to hand and record what they used on site. Capturing parts and labour at the job prevents the leakage that re-keyed paper job sheets cause and speeds billing.

Service billing and profitability

We bill service accurately from what was actually delivered and report profitability by contract. Seeing margin per agreement is what lets you price renewals properly and identify the contracts quietly running at a loss.

What you receive

Deliverables, in writing.

Documented output your teams keep and can act on without us in the room.

Service request process design
Contract and entitlement configuration
Field service scheduling and mobile execution design
Service billing and profitability reporting

When this work helps

You may be facing this.

Service requests are tracked in email
Out-of-contract work is done without billing
Engineers cannot see equipment history on site

How an engagement runs

Discover, assess, design, deliver.

01
Discover
Understand the business drivers, decision rights, existing systems, and what the programme must genuinely change. We separate the outcomes that justify the investment from features that only sound useful, so the programme has a purpose to steer by.
02
Assess
Review process, data, integration, controls, governance, and change readiness against the plan. We report plainly where the plan holds and where it depends on assumptions that need evidence before commitment.
03
Design
Set out target processes, control requirements, data approach, integration model, and adoption plan. Each is documented well enough to build to and to hold a delivery partner accountable against.
04
Deliver
Support configuration, testing, cutover, and stabilisation, with independent oversight throughout. We hold the line on scope, data readiness, and controls, and surface drift while there is still time to correct it.

Where we work

Delhi, India — and wherever the work is.

Fidova provides ERP consulting from Delhi, India, and supports multi-entity and multi-country ERP programmes internationally, including businesses with different statutory and reporting requirements per region.

Engagements run in English, are scheduled around your time zone, and can be delivered remotely end to end, with on-site time planned where a phase genuinely benefits from being in the room.

Related services

Often needed alongside this.

Business Intelligence & Reporting

ERP business intelligence and reporting turns transaction data into consistent, trusted management information. The recurring failure is not a shortage of tools but a surplus of definitions: the same measure calculated differently in each report, so none can be trusted.

Workflow Automation

ERP workflow automation routes approvals and process steps automatically with an audit trail. Automating a bad process only makes it faster to route and no quicker to complete, so the review comes before the automation.

Document Management

ERP document management stores and links documents to the transactions and records they support. The point is retrieval at the moment of need: the supporting evidence appearing with the transaction, rather than being hunted for across shared drives when an auditor asks.

All erp services

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