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Field ServiceSRVRMABKP

Repair with the unit's history in hand

See which units are under warranty, which jobs are near their statutory deadline, and what you owe each dealer. In the field, the IWB Technician app keeps logging work when the connection drops and sends it when the signal returns.

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

Records
SRVRMABKP
Warranty types
5
RMA dispositions
8
Document types
8
Connected modules
6

01

Charge for repairs the warranty doesn't cover

When you open a service order, the equipment record shows which warranty covers the unit. IWB suggests the coverage and explains why, and you make the call. Five warranty types, including manufacturer, dealer labor, and extended warranties, sit side by side on the same unit. QR-coded equipment records can't be deleted, so replaced or scrapped units stay in the history.

  • A warranty starts from an event such as delivery, commissioning, acceptance, or sale
  • If a consumer unit's warranty policy falls below the legal minimum, IWB warns you and leaves the policy as it is
  • Each serial number you ship gets its own equipment record

02

Know where a job stands when the customer calls

Orders move through your own stage names and the transitions you define, and closed orders are locked. When a unit comes into the workshop, its accessories, damage, and photos are recorded at intake. The device PIN is stored encrypted and every view is logged with a reason. The PIN is deleted when the unit goes back to the customer.

  • If an order needs a quote, work doesn't start until the quote is approved
  • The intake wizard starts with the customer, unit, and complaint and ends with choosing consumer or commercial rules
  • For consumer work, the list counts down the legal deadline in business days

03

Fill technicians' days without overbooking them

See each technician's daily utilization and drag a job onto the right day. If two dispatchers make conflicting changes at the same time, IWB catches it. Route suggestions order visits by straight-line distance and a road factor, and nothing changes in the plan until you apply them.

  • Capacity comes from Human Resources, and days off and public holidays show as "Not available"
  • Overlap, daily cap, and skill warnings show up without blocking the plan
  • Route suggestions don't use external map or traffic data

04

Don't lose field work when the connection drops

Technicians download their work package to the phone, and what they do on site waits there until the connection returns. Each entry then goes to the office and is applied only once; entries the office rejects show up with the reason. IWB Technician is a web app installed from the browser, and you can revoke a lost phone remotely.

  • Interrupted photo uploads resume where they stopped
  • Find a unit's history by QR code or barcode
  • Customers sign on the phone

Rejected entries wait for the office

The office sees rejected entries in the "Sync center" and can retry them, approve them with the system time, or cancel them.

05

Keep returned units from gathering dust

You can see which warehouse holds each returned unit 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, credit, or scrap. With advance replacement, the replacement ships before the defective unit arrives, and supplier RMAs open from a customer RMA or a removed part.

  • Inspection results: fault confirmed, no fault found, customer-caused damage, or out of warranty
  • The replacement is invoiced, and the invoice stands if the defective unit isn't back by the due date
  • A supplier return can be linked to a purchase return in Purchasing

06

Every dealer payout comes itemized

At the end of each month or quarter, IWB prepares a progress billing (hakediş) for each service point, showing what you owe it. The dealer receives a confirmation statement. Your dealers, authorized service providers, and installers each have a record in IWB, and you send them orders as jobs. Warranty claims are priced with the tariff version in force on the repair date.

  • Claim checks make suggestions and don't reject a claim on their own
  • The person who opened a claim can't decide on it
  • The dealer's e-Invoice is matched to its progress billing in Purchasing
Looking for support tickets that arrive by email or through the portal?Go to Help Desk

07Document flow

Support hands service the full fault report

When your support team hands a ticket over to service, the order opens with the customer, product, serial number, and complaint. Parts the technician uses come out of stock. The billable part becomes a draft invoice in Sales, and the share covered by warranty or contract is deducted as a discount.

  1. Support ticketDST-2026-00428
  2. Service orderSRV-2026-01577
  3. Technician visit
  4. Parts usedFIS-2026-00620
  5. Draft invoiceDraft

08IWB AI

Send technicians out prepared

Ask about an order's stage and a unit's history and warranty, or check where an RMA stands. For closing notes, triage, and visit briefings, IWB AI asks for your approval first and leaves only a draft for you to apply.

Lookups
5
Actions you approve
3
See how IWB AI works

IWB AI is off by default in Field Service; you turn it on in settings and choose who can use it. It doesn't fill in orders itself.

Answers your questions

  • What stage are Boğaziçi Mimarlık's open service orders in?Searching service orders
  • Is generator DJ60-2503-4471 under warranty?Checking warranty status
  • What faults has DJ60-2503-4471 come in for before?Fetching equipment history

Acts with your approval

  • Leave a service closing note draft
  • Leave a service triage suggestion
  • Leave a service visit briefing

Every action comes to you first as an approval card. IWB AI doesn't create or change records without your approval.

09Capabilities

What you can do with Field Service

  • Periodic maintenance plans

    Set maintenance intervals in days, weeks, months, or years. When maintenance falls due, the order opens automatically.

  • Installation report

    When the customer signs the report, the commissioning date is recorded. The signature starts the warranty tied to commissioning and the pending maintenance schedule.

  • Parts usage

    Parts come out of the warehouse on the line, the technician's van, or the company warehouse.

  • Service documents

    IWB prepares 8 document types, from the intake receipt to the loaner slip. Documents are versioned, and each signature stays tied to the version that was signed.

  • QR-coded labels

    Anyone who scans the label sees the warranty status and the last maintenance. If you choose, the same label also takes fault reports.

  • Status and quote links

    Customers follow the job status without signing in and approve quotes through a one-time link.

  • Recall campaigns

    Find affected units by product, serial range, lot, and region, then open orders in bulk.

  • Meters and telemetry

    Meter readings and events arrive from the unit through a gateway. An alarm rule you define can open a draft service order.

10Compliance

Count consumer repair deadlines in business days

On each unit and order, you set whether the work falls under Turkish consumer law or counts as commercial. Statutory periods and thresholds are stored as parameters and tracked. They arrive marked "Unverified" and you can change them; IWB doesn't treat them as verified, and confirming them is up to your organization.

  • 6502For consumer work (Consumer Protection Law No. 6502), the maximum repair time is counted in business days, excluding weekends and public holidays.
  • GBYUnder Turkey's warranty certificate regulation, "Not repairable" and misuse decisions require a technical report with a rationale.
  • TBK m.92The warranty period includes its last day (Turkish Code of Obligations).
  • VUK 231/5For completed billable work, IWB warns you as the 7-day invoicing deadline in the Tax Procedure Law approaches.
  • İYSBefore a marketing SMS goes out, consent is checked in İYS, Turkey's consent registry for commercial messages. Informational messages don't need İYS.
  • KVKKWhen a contact is anonymized under KVKK, Turkey's personal data protection law, personal fields on service orders, RMAs, and requests are masked too.

11Connected modules

They share the same database and permission model

Industries

12

Frequently asked questions

Do technicians download the app from an app store?

No. IWB Technician is a web app installed on the phone from the browser. It keeps logging work when the connection drops and sends it once the connection is back. On iPhone, Safari can't read barcodes with the camera, so you can use a handheld scanner instead.

Can customers get SMS or WhatsApp notifications?

Status links, quotes, and notifications for stages marked "Notify customer" can go out by SMS or WhatsApp. WhatsApp needs your own Meta account, an approved template, and the number owner's explicit consent. If there's no provider or no consent, IWB shows a clear warning instead of silently skipping the message. SMS and WhatsApp are off by default for stage notifications.

Does IWB track legal deadlines for consumer equipment?

Yes. The maximum repair period is counted in business days and shows as a badge in the list. As the threshold approaches, the manager gets a warning. The periods are parameters you can change, and confirming them is up to your organization.

Can I manage a network of dealers and authorized service providers?

Yes. You send jobs to the service points in your network. Warranty claims are priced with the tariff version in force on the repair date. At period end, IWB prepares the progress billing and confirmation statement. Dealers can't see your finance or inventory data.

How are service invoices issued?

The billable part of an order becomes a draft invoice in Sales, and the share covered by warranty or contract is deducted as a discount. An order can't close until it's invoiced, but you can close it without an invoice if you enter a reason.