The case management module in oculavis SHARE is a flexible and powerful tool for creating various tickets, reports, incidents, suggestions for improvement or notifications, assigning responsibilities to assets, and documenting work progress. An individual case type can be created for each application.
The master data of a case can be expanded as required to allow individual user input and to meet a wide range of requirements depending on the field of application. Individual master data fields can be reused in the entire application.
Cases can be created and viewed by internal, external, and guest users with the appropriate authorizations.
Service, quality, maintenance, or production managers plan cases and, if necessary, fill them with content before planned maintenance, audit or acceptance takes place.
Cases are then often used to document visual assistance calls for the specific use cases mentioned and to plan follow-up actions.
In practice, manufacturers of complex products often use cases as a ticket system in the helpdesk.
At this point, a case is created either manually by a helpdesk manager or via an API-based integration with telephone systems, e-mail systems, or web forms.
When your own employees in production, maintenance, or quality control create cases, this can be done conveniently with the mobile apps from oculavis directly on-site, e.g. in front of a machine or workstation.
The assignment of responsibilities for the cases created in this way is done either by manual selection or automatically.
The company's field service technicians take remotely qualified service tickets with them to the end customer for service calls if a call-out cannot be avoided. This means that service technicians know exactly what to expect on-site, which spare parts, and which tools to take with them.
The case can then be further processed in the mobile app, or the assigned experts can be contacted from the case via visual assistance.
As the operator of the oculavis smart service platform, external user accounts can be assigned to end users of machines, plants, and systems. This allows customer portals to be created and targeted access to service information to be provided.
Cases enable external users to create tickets easily for specific machines, production lines, plants, or systems.
To ensure a seamless experience for users of machines, plants, and systems, cases can be initiated externally without the need for login.
This is made possible through a web component accessible by scanning a QR code or embedding it on a website. Users can create cases using a customizable form that supports text, images, and video attachments.
Keep an eye on the status and priorities of all cases and manage maintenance and field service processes.
Receive real-time notifications for updates to cases via email or push.
Managers can create individual filter views to make working with cases as easy as possible.
APIs are available to create and manage cases from third-party systems. Webhooks enable the implementation of event-driven business logic.
PRODUCT
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Ticketing & Work Order Management
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Visual Assistance
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