For service desk
Solve more before dispatch. Send technicians better prepared.
Give the service desk access to manufacturer information and company knowledge so they can diagnose earlier, help customers remotely and support technicians when they call in.
Talk to usBefore the technician leaves. And when they need help in the field.
1
Before dispatch
Incoming customer report
Diagnosis with Manuel
Fault information and first checks
Relevant documentation
Company knowledge included
Outcome: solve by phone or prepare the visit
2
During the job
Technician calls the service desk
Service desk asks Manuel
Practical answer with steps
Source and page reference
Technician continues
Outcome: the technician keeps working without waiting
From first call to field support.
01
Diagnose the fault before anyone is dispatched
02
Walk the customer through an appropriate check or reset over the phone
03
Brief the technician with fault context, relevant information and next steps
04
Answer the field quickly when they call in
05
Work from the same verified knowledge as the field
Customer gets in touch
Call
Mail
WhatsApp
Two outcomes
Remote check
Solved
Technician dispatched
Dispatch
Technician calls
Service desk answers
Back to the same knowledge
Resolved remotely
Dispatch prepared
Give an answer you can stand behind.
When you're guiding a customer or technician remotely, you need more than an AI guess. Manuel shows the technical source behind the answer.
Technical question
“Customer reports E10 — can the resident fix this themselves?”
Manuel
High confidence
E10 — water pressure too low
1
Ask the customer to read the system pressure on the gauge.
2
Below 1.0 bar: top up to 1.5 bar and bleed the system.
3
If the pressure keeps dropping: a leak — prepare a visit.
Source
Manufacturer manual · p. 24
Company knowledge
Tip from a colleague · previous report
Source
Manufacturer manual · p. 24
Company knowledge
Tip from a colleague · previous report
A better visit starts before the van leaves.
Without preparation
Customer
No heating
Unit
Limited context
Note
“System not working”
The technician starts searching the moment he is inside.
Technically prepared with Manuel
Unit identified
Model and year known
Reported fault
E10 · water pressure too low
Relevant checks
System pressure, bleeding, leakage
Documentation
Installation manual p. 24
Part information
Pressure gauge · part no. known
Company knowledge
Previous solution for this type
Technical preparation from Manuel — no automatic integration with your ERP or planning.
A smarter first response changes the whole service flow.
01
Resolve earlier
Handle more technical questions before they become a field visit.
02
Dispatch better
Give technicians more technical context before they arrive.
03
Interrupt less
Use available knowledge before escalating every question to another colleague.
Put your service desk closer to the answer.
Give field and office teams one place to work from the same technical knowledge.
Talk to us
Incoming report
Fault code
Remote check
Visit prepared
Source · p. 24
Part identified
Technician calls
Job continues
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Winterswijk, the Netherlands