Glossary

A

After-Sales Service

All services provided after a product is sold: maintenance, repairs, spare parts management, and technical support. Strong after-sales service strengthens customer relationships and drives repeat business.

API (Application Programming Interface)

A set of rules and protocols that enables different software solutions to communicate and share data with each other. APIs allow fieldux to integrate flexibly with your existing systems.

Asset Management

Management of all technical equipment, machines, and devices in a company. Provides complete overview, enables planned maintenance, and minimizes downtime.

Availability

Indicates how consistently machines, systems, or staff are ready for action. High availability means top productivity and customer satisfaction.

C

Checklist

Digital checklists standardize work steps for service, maintenance, or audits. They secure compliance and ensure consistent documentation.

Cloud Solution / Cloud Platform

Software that runs on external (often highly-secure) servers and is accessed via the Internet. Cloud-based fieldux allows flexible access from anywhere, scalable user numbers, and easier updates.

Construction Site Planning

Organizing all tasks, resources, and schedules on a construction site. Ensures personnel and materials are always available on time.

D

Dashboards

Customizable, real-time displays (e.g., open service requests, staff utilization, deadlines). Dashboards help managers make fast, informed decisions.

Digital Documentation

All service reports, photos, checklists, and signatures managed and processed via fieldux – comprehensive, secure, and ready for audits.

Digital Work Order

An electronically created and processed task for technicians, with all information needed for on-site work.

Dispatching

Smart planning and distribution of jobs, personnel, and resources within service operations. Streamlines processes and improves coordination.

E

ERP (Enterprise Resource Planning)

Integrated business software centralizing key processes such as purchasing, inventory, production, HR, and finance. ERP integration ensures seamless data flows.

F

Field Service

Service, maintenance, or installation teams working directly at the customer’s location – efficient, flexible, and solution-oriented.

Field Service Management

Digitally supported management of all field service processes: from ticket creation through job scheduling to documentation. Brings transparency, efficiency, and stronger customer retention.

First Time Fix Rate

A KPI showing how often a problem is fully resolved on the first visit. Boosts customer satisfaction and reduces costs.

I

Incident Management

Structured approach for reporting, processing, and resolving disruptions or service events.

Integration / System Integration

Connecting different software solutions — for example, fieldux with ERP. Enables seamless processes and eliminates duplicate work.

J

K

Key-Person Dependency

Business-critical knowledge concentrated with individual employees (e.g., dispatchers). Digital knowledge management makes expertise accessible and protects against disruptions.

Knowledge Base / Knowledge Repository

Centralized digital collection of technical know-how, solutions, and best practices for daily operations.

M

Metric / Utilization Metrics

KPIs showing how much staff, machines, or resources are in active use. Examples:

• Utilization Rate: Percentage of available working time used productively.

• Idle Time: Periods when staff or machines are available but not in use.

• Overload Rate: Number of jobs where resources are constantly at capacity.

• Work Volume per Technician/Team: Total tickets/projects handled by each person/team.

• Capacity Utilization: Overall percentage of resources deployed versus total availability.
  Digital utilization metrics enable better planning, fewer bottlenecks, and efficient resource management.

Mobile Service App

Mobile app for smartphones or tablets, enabling technicians and managers to process orders and documentation anywhere.

Multi-site / Multi-location Support

Field Service structures that allow the management of teams and jobs across multiple sites and regions.

P

Photo Documentation

Images captured before, during, or after service jobs, for evidence, internal quality assurance, or customer reporting.

Predictive Maintenance

Data-driven maintenance to detect issues before breakdowns occur. Minimizes downtime and repair costs.

Project-Based Planning

Organizing all personnel, budgets, and schedules around specific customer projects. Keeps processes transparent and under control.

Push Notification

Automatic, real-time alerts on mobile devices (or PCs) about new tasks, changes, reminders, or urgent messages from fieldux.

Q

Quality Management

Structured processes to guarantee and improve service quality. Digital tools help meet standards and identify issues quickly.

R

Remote Maintenance / Remote Service

Monitoring and servicing of equipment at a distance – saving travel time and costs.

Resource Management

Efficient planning and allocation of personnel, materials, and tools – ensuring everything is available when needed.

Retrofit

Upgrading older machines and systems with new technologies to extend lifespan and boost effectiveness.

ROI (Return on Investment)

Financial KPI indicating whether an investment pays off – for example, through less downtime, higher productivity, and better service.

S

Scheduling / Time Planning

Digital planning of appointments and assignments to reliably meet deadlines and commitments.

Self-Service Portal

Online platform enabling customers to submit requests, track tickets, and access documentation independently.

Service Department

The company team responsible for maintenance, repairs, and customer support. Digital tools give the team better oversight and performance.

Service Manager

The leader organizing and coordinating field teams, setting priorities and ensuring smooth operation.

Signature Capture

Digital signing of service reports or checklists directly on mobile devices, confirming job completion and acceptance.

Silos

Isolated data or knowledge pockets that hinder cross-team collaboration and efficiency.

SLAs (Service Level Agreements)

Contractually defined service targets (e.g., response times, availability). Digital tracking makes monitoring and compliance much easier.

Status Tracking

Live monitoring of orders, tickets, or maintenance tasks from creation to completion, ensuring transparency for all involved parties.

Subcontractor Management

Integrating external service providers into fieldux processes for seamless collaboration, documentation, and compliance.

Technician Routing / Optimized Route Planning

Software-driven calculation of the most efficient travel routes for field teams – reducing travel time and costs, enabling more jobs per day.

Technicians

Experts who install, maintain, or repair equipment and systems on-site at the customer facility.

Time Recording / Time Tracking

Digital capture of working times for technicians and service teams—basis for payroll, resource planning, and cost control.

W

Workflows

Customizable digital processes that guide jobs, approvals, and documentation through defined stages, increasing efficiency and governance.