Visibility and control of every service and maintenance event, and insight into the service history of every asset.

Service Event Management (Case)

Case forms the core of Decisiv’s family of SRM applications by allowing connected participants in the Decisiv SRM Ecosystem to engage in servicing commercial assets. Case is how SRM users create and manage end-to-end service event workflow between multiple participants.

A case can be created by a fleet, a service provider, or automatically through a telematics diagnostic fault or geofence trigger. And because we understand that a service event doesn’t stop when a technician is in the field or a manager steps away from the desk, Case can be accessed from any computer or mobile device, so service events can keep moving even when you’re on the go.

With Case, you get full visibility into every service event from beginning to end; improved ability to plan and complete scheduled, preventive, and predictive maintenance; and complete asset history including original build information, warranty, and recall updates.

Connected Service Management

Collaborate and communicate throughout any service or repair event, from request through completion and closure. Update case progress, send and receive estimates and approvals, improve technician efficiency, and ensure that each participant in the service event can do his or her job more quickly and effectively.

Proactive Maintenance Management

Give asset owners and service providers greater visibility into which assets are due for preventive maintenance. Determine maintenance requirements and update schedules based on current faults, diagnostics, and severity levels, in addition to static mileage and timetables. Become more proactive about scheduled and preventive maintenance, and keep from over- or under-servicing your assets.

Proactive Maintenance Management

Give asset owners and service providers greater visibility into which assets are due for preventive maintenance. Determine maintenance requirements and update schedules based on current faults, diagnostics, and severity levels, in addition to static mileage and timetables. Become more proactive about scheduled and preventive maintenance, and keep from over- or under-servicing your assets.

Complete Asset Service History

Get complete history for every asset in your network, throughout its lifecycle. This includes OEM build and warranty specs, as well as real-time information on recalls, comprehensive service history, and any maintenance manuals that have been produced by service providers or the asset’s manufacturer.

There’s a SRM Solution That Works for You

Whether you’re an OEM, fleet, service provider, rental house, or leasing company, Decisiv SRM makes it easier for you to communicate and collaborate to improve service delivery and dramatically reduce downtime. Click on the tiles below to read about some of the many service event management offerings available through our Case applications.

Asset Details

Comprehensive asset details are provided, including build details, service history, warranty status, recalls, manuals, fault codes, and other relevant information.

Build Information

OEM component details are provided to expedite parts ordering and the overall repair process.

Case Management

Service management automates the asset maintenance and repair process from check-in to check-out. Repair details are included in each service event case that is created, including commentary from technicians, service estimating, and collaboration history.

Collaboration and Notification

Users across the Ecosystem receive in-context communication at the point of service, curated and delivered based on their specific function and role. Customized alerts are provided based on preferences and criteria related to service events, from breakdown cases, to estimated completion time, to downtime threshold notifications and more. 

Diagnostics

Capture fault codes from telematics and shop diagnostics tools and then automatically create a case, including the diagnostic data, to expedite troubleshooting and repair times.

Estimates

Service providers are able to create electronic estimates and send to the asset owner for approval. The asset owner is able to approve estimates from dealers or vendors; including line item approvals. Asset owners can accept, defer, or decline individual line items on the estimate.

Inspection Center

Establish a consistent inspection process and store the complete inspection results for historical tracking and analysis, resulting in better service to fleets and incremental parts and labor revenue for dealers.

Invoice Warehouse

Receive, store, and distribute invoice information among partners and service event participants, providing external systems with enhanced data for invoice and financial analysis.

Mobile Check-In

This web-based application allows service providers to perform the vehicle check in process from a mobile device. Users of the mobile app are able to easily find or add a vehicle into the SRM system, see in progress service events, update mileage or engine hours, include a complaint, add and conduct an inspection, add operations and parts, attach pictures, and assign the service event to another user (eg. service advisor).

Mobile Fleet

This native mobile app, available on iOS and Android, initiates asset service requests quickly and on the go. The app also provides notifications, alerts, and a snapshot of case status.

Mobile Tech

This mobile app, available on native iOS, Android and HTML5, provides remote service event management capability. Technicians log in to assess a maintenance or repair situation, update repair status, and view asset details such as service history, warranty status, recalls, manuals, fault code information, and more.

Parts Orders

Manage the parts order process, outside of a service event, from request to delivery.

Process Builder

Build a cohesive parts and labor process which incorporates attachments and web links, improving speed, accuracy, and consistency in estimating and invoicing. Operations can also be VMRS-coded, providing users with customizable data for reporting.

Predictive Maintenance

Proactively determine maintenance requirements and update maintenance schedules based on current faults, diagnostics, and severity level.

Recalls

Product recall information is readily available to ensure equipment repairs are made in compliance with safety and regulatory requirements.

Scheduled Maintenance

Implement OEM-recommended and/or fleet-specific maintenance plans, allowing asset owners and service providers to view at a glance which assets are due or overdue for preventive maintenance.

Service Provider Search

Search for service providers based on preferred provider networks or a variety of additional criteria including type of services provided, location, distance, hours of service, and more.

Service Requests

Electronic service requests can be sent from asset owners and call centers to any service provider, complete with fleet notes, so the provider receives critical information about the fleet’s standard maintenance, repair, or business practices.

Shared Service History

Real-time repair history for all assets streamlines communication and decision-making across the service network. Service providers can take a more proactive approach by reviewing all previous events, identifying potential circumstances that would cause an asset to come back, and addressing issues before they occur. 

Telematics: Sensors and Faults

Telematics-based meter readings are captured to assist in keeping asset data and maintenance schedules up to date.

Vendor Management

Asset owners and call centers are able to manage and maintain vendor and service provider profiles based on the hours of operation and services offered.

Warranties

Warranty submission and approval is streamlined by the availability of real-time OEM warranty coverage and operations information. 

Decisiv SRM Ecosystem

Take an in-depth look at our extended SRM Ecosystem.

Value Calculator

Calculate the potential value of SRM for your business.

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