Field Service Management: The service platform that connects your teams
A single tool for centralizing requests, resolving issues remotely or preparing for on-site visits, and learning from each resolution.
The service ticket: the backbone of your organization
A service ticket in Kolus is more than just a case number. It’s a shared workspace that tracks every request from start to finish. From the initial customer contact to the completion of the service call, everything is centralized in the ticket: communications, photos, diagnostics, technical documents, and the service report.
Each ticket can be customized to fit your processes: customer, affected equipment, priority, status, deadline, and stakeholders. And each ticket supports multiple participants: your customer, your support team, your field technician, and your service manager all work within the same space.
For your office-based teams: identify, diagnose, resolve
Your in-house technicians are on the front lines. They’re the ones who receive requests, ask the initial questions, and attempt to diagnose the issue. Kolus gives them the tools they need to be effective without having to leave their desks.
Receiving Qualified Inquiries
With smart forms, your customers submit structured inquiries. The information arrives complete, categorized, and ready to be processed by your team.
Remote Video Diagnosis
Your in-house technician starts a video session with the customer directly from the ticket. Annotations, screenshots, and a laser pointer: everything needed to diagnose the issue without leaving the office. At the end of the session, AI analyzes the recording and automatically generates a diagnostic report: problem identified, actions taken, and recommendations. Your technician simply needs to approve it.
Access to technical documentation
Manufacturer documentation is centralized in Kolus and can be searched or accessed via AI. Find the right procedure in seconds.
Built-in chat with AI translation
For quick exchanges with clients or expert colleagues. Automatic translation in over 35 languages: each person writes in their own language, and the other receives the message in theirs. Everything is tracked within the ticket.
For your field technicians:
—be prepared for service calls, report efficiently
Your in-house technicians are on the front lines. They’re the ones who receive requests, ask the initial questions, and attempt to diagnose the issue. Kolus gives them the tools they need to be effective without having to leave their desks.
Digital Service Ticket All ticket information is available on the mobile app: diagnostic details, customer photos, required parts, and machine history.
Offline Mode Even on a job site without a network connection, the technician can continue working. Data syncs automatically as soon as the connection is restored.
AI-Generated Service Report
The technician completes the structured report directly from their phone: photos of the service call, equipment involved, parts replaced, and the customer’s signature. They dictate their observations via voice memo, and the AI generates a summary that supplements the full report. No more sloppy reports: the AI doesn’t miss a thing.
Equipment History
Before performing any work, the technician reviews the machine’s complete history: previous breakdowns, past service calls, and replaced parts.
For multi-site and multi-country organizations
Native multilingual support: The Kolus interface is available in French, English, and German. Your teams can work in their own language.
Time zones: Tickets and tasks are assigned according to each site’s time zone. Scheduling adjusts automatically.
Unlimited remote support: Diagnose equipment in Austria remotely from your office in France, with no technical limitations.
AI-powered automatic chat translation: each user types in their native language. Messages are automatically translated into more than 35 languages. The language barrier disappears.
Global centralization: a single dashboard to manage after-sales service operations across all your sites, in every country.
Why choose a field service management solution designed specifically for industrial after-sales service?
General-purpose field service management tools cover field scheduling and technician tracking. But they often overlook everything that happens before a technician heads out: receiving the request, qualifying the issue, and performing remote diagnostics. Kolus natively integrates desk-based support (ticketing,video assistance, knowledge base) and field operations (technician app, scheduling, reports) into a single platform. The result: your technicians only go out when necessary, and they arrive prepared.
Frequently Asked Questions
Field service management (FSM) refers to the management of field service operations, including technician scheduling, real-time tracking, documentation, and reporting. Kolus adds an in-house support component to cover the entire after-sales service process.
The FSM manages field service calls and customer service. The CMMS focuses on preventive maintenance of internal assets. Kolus combines both approaches by integrating remote diagnostics, service call management, and knowledge management.
