inforum
Field Service Management
The software for service management that reaches far beyond the field call.
inforum connects customer complaints, service scheduling, and defect prevention in a single continuous service process. Insights from the field flow systematically back into upstream areas such as quality management and supplier management, turning service into an active source of quality improvement and customer satisfaction.
One software from initial report to lasting resolution
Service processes involve far more than the individual technician visit. Report intake, scheduling, assessment, and root cause analysis must work together so that service has a lasting impact and insights from the field are actually put to use. inforum brings these areas together into a single continuous process. Customer complaints, scheduling, assessment, and the 8D report run on a shared data basis. Service insights are documented in a traceable way and flow directly back into upstream quality and supplier processes.
- Increase first-time fix rate, reduce follow-up costs
Resources, skills and appointments are coordinated in a targeted manner. Technicians travel to the site with full information and solve problems on the first visit. - Record findings seamlessly, even offline
Fault analyses are created directly on site via the mobile service app. The findings tree and offline function ensure that no result is lost and every case is fully documented. - Manage complaints transparently
Customer complaints, warranty claims and service orders are recorded centrally and processed in a traceable manner via a configurable workflow. - Eliminate causes, avoid recurrence
8D reports and structured action tracking ensure that findings from the field lead to sustainable improvements and are not repeated in the next deployment.
Reduce service costs, increase quality
Plan operations more efficiently
Using findings from the field
Prevent recurrence
End-to-end service process in one software
inforum maps the entire service process, from the first customer report to sustainable problem resolution.
- Customer complaints, service orders and warranty claims are recorded centrally, prioritized and enriched with relevant information.
- Complaints are classified and managed transparently as a quality case. The configurable workflow adapts to internal process requirements.
- Resources, skills and schedules are automatically optimized. All relevant information is available before the assignment.
- The mobile service app guides technicians through the diagnostic process, even offline. Results are documented directly and synchronized securely.
- 8D reports, root cause analysis and action tracking close the process loop and prevent recurrences.
Software for your field service management
Effective service management does not begin with the deployment of technology and does not end with the service report. From the first customer contact to the completed root cause analysis, inforum offers the right solution for every step in the service process.
inforum digital apps complement the platform where warranty processing, mobile diagnostics and spare parts ordering are interlinked: CLAIM! takes care of structured warranty processing, SERVICE! guides technicians mobile and offline through the diagnostics process, and PARTS! enables spare parts to be ordered directly from the diagnostics process.
Customer complaints
Continuous and digital processing of customer complaints – from recording to final documentation.
Activities & meetings
Structured cooperation with suppliers – transparent planning of activities, deadlines and responsibilities.
JAWA makes inforum your solution for field service management
inforum is the result of years of experience in the digitalization of industrial processes across service management, quality assurance, and adjacent areas. Behind the software is a team that knows regulatory requirements, industry-specific characteristics, and the operational reality of manufacturing companies from practical experience.
JAWA doesn’t just implement software. The team supports customers from process analysis to configuration and release at eye level. Industry knowledge and process expertise are incorporated into every implementation, making inforum a solution that works right from the start.
Practical experience
With inforum, service processes are mapped end-to-end. Service planning, diagnostics and complaints processing run on one platform and processing times have been noticeably reduced.
inforum has simplified our system landscape considerably. What used to be spread across several solutions now runs centrally – with significantly lower overall costs.
Frequently Asked Questions
inforum maps the entire service process in a single software, from customer complaints through service scheduling and on-site assessment to structured root cause analysis in the 8D report. A configurable workflow and a mobile service app connect the back office and field technicians on a shared data basis.
Findings and fault analyses from the field flow directly back into downstream quality processes. Complaints can be tracked systematically through to root cause elimination via the integrated 8D report, using the VDA assessment method and analysis tools such as 5 Why and Ishikawa.
The mobile service app enables offline assessment directly at the customer site through a freely configurable assessment tree. Technicians document their work on site, and the data syncs automatically once a connection is available again.
inforum field service management is particularly well suited for machinery and plant engineering as well as manufacturing industry, wherever machines and equipment are installed, maintained, and assessed systematically in case of a complaint or warranty claim.
inforum is not a standalone tool but part of a modular platform. Field service management is directly connected to quality management and supplier management. Information flows between these areas without duplicate data entry or manual transfer.
Get to know inforum
Every company has its own processes and requirements. That’s why getting started with inforum begins with a discussion in which we take time for you. Get to know inforum based on your specific processes and requirements and let our team support you from the first question through to successful implementation.
Ready when you are!
inforum can do more
Field service management is one of several process areas mapped by inforum. The modular platform brings quality, supplier management and other central management processes into a common system, connected, consistent and based on a single database.
Processes are interlinked, information flows between departments and responsibilities are transparent across the entire company.
Current insights
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