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Service networks

Your dealers do the service, and the records stay with you

Track the work each dealer does on each unit, and what they've earned, from your own records. Technicians keep logging work in the IWB Technician app, installed on their phones from the browser, even when the connection drops.

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Runs in your browser. In the cloud or on your own server, it's the same IWB.

01Document flow

Know which repairs each dealer payout covers

A customer's email becomes a support ticket, the ticket is handed over to service, and the job goes to a dealer. When the service order closes, a warranty claim is created, and at period end it joins the dealer's progress billing (hakediş), the statement of what you owe them. The dealer's e-Invoice is matched to that statement, and you pay it from Finance.

  1. Support ticketDST-2026-00397
  2. Service orderSRV-2026-01466
  3. Warranty claimGRT-2026-00084
  4. Progress billingSHK-2026-00027
  5. Purchase invoiceALF-2026-00293
  6. PaymentTED-2026-00141

02

Units you sell are already on file for service

You don't set up a unit from scratch when a fault comes in: each serial number you ship gets an equipment record with its own QR code. Records can't be deleted, so replaced or scrapped units stay in the history. Five warranty types, including manufacturer, dealer labor, and extended, sit side by side on the same unit, each starting from an event such as delivery, commissioning, or acceptance.

  • The customer's signature on the installation report records the commissioning date
  • IWB suggests how each job should be covered, with its reasoning, and you make the decision
  • You see the serial number on every stock movement, including production and shipping

03

Open service orders without retyping the fault

Emails to your support inbox become tickets, and a draft order opened from a ticket carries over its customer, product, serial number, complaint, and priority while the ticket stays open. Maintenance plans, telemetry alarms, and QR fault reports from the equipment label (if you turn that setting on) also open orders.

  • Customers can request service through the portal
  • Tickets are linked to the customer, contract, and license
  • A ticket can't be handed over twice, and the handover is logged on the record

04

Keep the office in sync with technicians on site

Work entered offline stays on the technician's phone until the connection returns, then goes to the office without being recorded twice. Technicians download the day's work package to the IWB Technician app. Parts they use come out of stock (from their van warehouse if no warehouse is chosen), and customers sign on screen. The office sees rejected actions, with the reason, on the "Sync center" screen.

  • Dispatchers drag jobs onto a technician and a day on the dispatch board
  • You can revoke a lost phone remotely, and actions still pending on it aren't applied
  • The office sets part prices, and technicians enter only the quantity used

05

Pay dealers for warranty work by tariff

Send jobs to your dealers, authorized service providers, and installers, and let the tariff set what they're paid. When an order closes, IWB creates the warranty claim and prices it with the tariff version in force on the repair date. Checks only make suggestions. At period end the progress billing is prepared, and in Purchasing the dealer's e-Invoice is matched to it and becomes a purchase invoice.

  • If you set an amount threshold, decisions above it go to a second approver
  • Dealers see their reconciliation statement in the portal and confirm or dispute it
  • If a dealer doesn't return the defective part, its cost is deducted from the next progress billing

Segregation of duties

The person who opened a claim can't decide on it, and that includes an internal user who opened it on the dealer's behalf.

06

Don't let returned units gather dust

You know where each returned unit is held and what was decided about it. Under a return merchandise authorization (RMA), customer property goes to a custody warehouse and company property to quarantine. After inspection, you choose one of 8 dispositions, such as repair, replacement, refurbishment, or return to the supplier. A refurbishment decision opens a draft rework order in Manufacturing or moves the goods to a B-grade warehouse. A supplier RMA ships with its own shipment entry or as a purchase return in Purchasing.

  • With advance replacement, the replacement ships and is invoiced before the defective unit comes back
  • You track the no-fault-found rate from inspections in a report
  • Return shipments from custody and replacement shipments can generate an e-Waybill

07Connected modules

They share the same database and permission model

08

Frequently asked questions

Do we need separate software for our service network?

No. The Field Service and Help Desk modules run on the same database as inventory, sales, purchasing, and finance. Service point records, tariffs, and the dealer portal are part of Field Service. Your workflow is set up in standard IWB, not in a separate version.

Where do dealers see their own work?

In the dealer / service portal. Dealers accept or reject the jobs you send, enter progress, and have the customer sign the installation report. They also follow their warranty claims and progress billing reconciliation there. They can't see your finance data, inventory, or customer list.

How do the units we sell get into service?

Each serial number you ship gets an equipment record. You can import your existing installed base from a CSV file, up to 1,000 rows at a time. You can print QR-coded equipment labels for up to 200 units at a time.

Can we recover the cost of a replaced part from the supplier?

You open a recovery claim against the supplier and track it. Supplier RMAs are opened from a customer RMA line or from the removed part, and the recovery claim goes to the supplier of the part that caused the fault. A report shows the amounts claimed, accepted, and collected. If a dealer doesn't return a defective part as required, its cost is deducted from the next progress billing or collected through a draft invoice.

How are visits under a maintenance contract tracked?

You link the periodic maintenance plan to the contract. The contract's status can stop maintenance orders from being generated, the visit quota limits them, and each completed maintenance visit is recorded against the contract's usage. The maintenance plan doesn't create invoices.