Before, their teams were drowning in emails, phone calls, and scattered sticky notes. It was impossible to keep track of everything, let alone analyze it. Today, every customer request follows a clear, traceable, and controlled path. The secret? A well-designed support ticket system, which has become the cornerstone of an organized, responsive, and stress-free customer service operation. Because a structured support system isn’t just about saving time—it’s a new way of working, one that’s smoother and more human.
The problem: an unmanageable customer service department
In many industrial after-sales service departments, requests come in through every possible channel—direct phone calls, emails, WhatsApp, customer portals,and more—without a single point of entry. The result: lost information, duplicate requests, a lack of reliable history, and an inability to prioritize.
Field service calls are poorly prepared due to a lack of upfront diagnostics, leading to repeat visits, unbilled hours, and growing frustration among both teams and customers.
What they installed: a “central hub” for customer service
Kolus is a SaaS platform that manages industrial after-sales service from start to finish: from the customer’s initial request to knowledge management.
At the heart of the system, the service ticket serves as the central thread: each request creates a ticket that centralizes communications, documents, video calls, on-site visits , and decisions for all internal and external stakeholders.
A customer service process that is finally well-organized
With Kolus, all customer requests follow the same workflow: ticket creation, structured triage, remote diagnosis, and, if necessary, dispatch of a field technician.
Each field assignment is created from a triaged ticket, with the necessary information already provided to the technician and a digitized field report (photos, voice report converted by AI if needed, signature, PDF report).
Modules designed for each role
- Kolus: a comprehensive ticketing system with built-in video support, automated reports, and detailed statistics on after-sales service activity.
- Technician App : assignments received on mobile devices, real-time tracking, photo capture, AI-enhanced voice-to-text reporting, and on-site customer signatures.
- Document management: centralization of technical documents, available to technicians via their mobile app and to customers via your Kolus customer portal .
Tangible results for their customer service
Teams are seeing a reduction in the cognitive load on desk-based experts, who can now focus on high-value cases instead of handling repetitive issues.
Field technicians arrive better prepared, reduce the need for return visits, and automatically generate statistics by machine, customer, or technician, transforming after-sales service into a true strategic asset.
By implementing Kolus, they didn’t just streamline their customer service operations—they created a competitive advantage that’s hard to match.
FAQ
What types of maintenance and repair tasks can your team handle using Kolus?
Kolus is designed for industrial service organizations that perform maintenance and repairs on machinery, construction, material handling, agricultural, and food processing equipment.
The platform streamlines the entire service cycle—from remote diagnostics to field reports—for technical teams and field technicians.
What is the ideal role for managing the Kolus offering within a technical team?
:The Kolus role is often filled by an after-sales service manager or a technical service manager who works directly with in-house experts and field technicians.
: This position coordinates tool configuration, monitors after-sales service metrics, and ensures that service offerings align with customer expectations.
How is your solution tailored to technical teams operating across multiple sites or regions?
Kolus centralizes all tickets, service calls, and history in a single tool, enabling a technical team spread across multiple sites or regions to share a single repository.
Field technicians can access context and documentation directly fromthe app, while service managers oversee operations by customer, machine, or region via dashboards.
How does Kolus help an after-sales manager organize their team and maintenance processes?
The solution clearly defines roles (technical expert, field technician, coordinator, administrator) and provides each user with a dedicated interface tailored to their responsibilities. This enables the service manager to organize their team, standardize maintenance and repair procedures, and track service performance (resolution time, avoided service calls, customer satisfaction).
