SIMPLIFYING THE MANAGER'S PLANNING PROCESS

Helps you Manage Job Orders effectively for Optimal Operations

TICKET MANAGEMENT

A dashboard to help companies fulfill and keep up with their Service Level Agreements (SLA) by tracking customer cases, aligning with various department activities, and managing client expectations.

Gain insights and empower your teams to intervene so that you can proactively intervene and take alternative actions when an SLA is about to be breached.

Manage your tickets according to types, and priority: e.g. Platinum Service Package vs. Basic Service Package when offering warranty and repair services.

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SLA

Packages

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Ticket

Management

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SLA Timer 

Automation

SLA

Criteria

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Breach Risk

Reminders

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Categorize

Cases

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A HANDY TOOL FOR YOUR FIELD SERVICE TEAMS

An All-in-One Mobile App for Field Agents

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Customer Specific SLA

Create customized SLAs for a specific customer with unique requirements.

Add people and emails to be notified when a case is created and upon closure.

Notify People

ALL-ROUND CONNECTIVITY AND PRODUCTIVITY

Setup Business hours so the SLA clock follows working hours taking into consideration leave and public holidays.

Business Hours

Opt to automatically close tickets that have not had any activity after a defined duration.

Auto-Close

PROACTIVE VS REACTIVE TO CUSTOMER EXPECTATIONS

Set your SLA pause and start criteria to automate your SLA clock settings

IMPROVING FIELD SERVICE

Custella's SLA & Case Management acts as an optional add-on for Custella Field Service & Sales, thus building upon these base features. 

Call Center
Multichannel Order Management

Immediately generate job or sales orders anywhere and anytime from a mobile phone, without having to access multiple systems.

Electrician
Job Order Management

Accurately assign and match tasks to the right field agent according to availability, skills, utilization and location.

Handyman on the Phone
Request 
Assistance

Use the in-app chat to as a tool for communication whenever faced with unforeseen obstacles on the job. 

Coding
360° Customer
View

Get a full view of transaction history, product purchases and warranties, and past engagements from a single platform.

On the Computer
Real Time Updates & Customer Portal

Raise delivery scheduling requests and view ETA of driver.

Box Delivery
Photo Capturing & e-Signature

Attach photos of consignment to validate condition, and customer's digital signature, as proof of delivery with a timestamp.

We assist multiple industries find success in Field Service

VALUE FOR YOUR ORGANIZATION

Custella

+40%

+45%

+95%

+76%

Custella