Service Automation for Industrial Machines on Contract Basis

Overview: A leading manufacturer of semiconductor fabrication and automated test equipment

Business Challenge

• Manage machine repair and service contracts systematically
• Provide customers access to track their machines and service statuses
• Handle service part consumption dynamically during service visits
• Ensure that alternative parts could be recommended when primary parts were unavailable
• Centralize service request tracking and engineer assignments

Objective

To build a fully integrated CRM portal and custom Creator application that provides real-time service request creation, machine tracking, parts management, and contract consumption monitoring—giving customers complete visibility and engineers complete control.

Solution Architecture by Elite Tech Global

CRM + Creator Power for Service Excellence

Step 1: Lead Capture from Website

• Customers could enquire about specific products via the website.
• A new Lead was automatically created in Zoho CRM upon submission.
• Sales teams followed up and, upon confirmation, converted leads to customers.
• Machines owned by the customer were assigned under the Customer Module.

Step 2: Contract Management for Machines

• Each customer had a Service Contract including:
  • Number of service parts allowed
  • Number of visits allowed
  • Number of repairs permitted
  • Total service requests permitted
• These contract limits helped control and track service consumption at the machine level.

Step 3: Customer Portal Access

• Once the lead became a customer, a portal invitation was sent via CRM.
• New customers set up a password; existing ones logged in.
• Through the portal, customers could:
  • View a list of their machines
  • Track current service requests
  • Create new service requests

Step 4: Service Request and Engineer Assignment

• When a service request was created, engineers were automatically notified and assigned.
• Engineers recorded parts used, repairs done, and visits completed.
• Contract limits were dynamically updated in CRM and Creator.

Step 5: Parts Allocation and Alternative Recommendations

• Engineers assigned required parts in Zoho Creator.
• If parts were out of stock, alternative parts were suggested automatically.
• Only one stock unit was available per equipment type at a time for strict inventory control.

Results Delivered

Industrial Machine Service Journey (Precision + Real-Time Access)

Step 1: Starting the Journey - Enquiry to Customer

"One form, one conversation, a trusted service begins."

• Website enquiries flow into CRM, followed by lead conversion and machine assignment.

Step 2: Contract Creation - Service Boundaries Defined

"Clear expectations, smoother operations."

• Parts, visits, repairs, and service limits set under customer contracts.

Step 3: Portal Empowerment

"When customers are in control, satisfaction grows."

• Customers can view machines, create service requests, and track status anytime via CRM Portal.

Step 4: Engineer Activation and Parts Management

"The right engineer, the right part, always at the right time."

• Engineers assigned automatically.
• Parts assigned smartly—if unavailable, suitable alternatives suggested.

Step 5: Real-Time Updates and Accurate Contract Tracking

"Every visit and repair brings clarity, not confusion."

• Used parts, visits, and repairs deducted automatically from contract limits.

Summary: Service Automation That Puts Machines and Customers First

Human Touch:

• Engineers managing services with flexibility and accuracy
• Customers empowered to track service requests and machines live

Automation Backbone:

• Portal-driven service request flow
• Contract-bound parts, visits, and repair tracking
• Dynamic part suggestion engine when inventory runs low

Conclusion

Elite Tech Global empowered the industrial machines company with a robust service automation platform, ensuring smooth machine management, real-time customer visibility, efficient contract monitoring, and dynamic parts handling—allowing engineers and customers to interact easily and transparently.