Unprioritised
Every request is urgent to the person who raised it
Without a priority and a deadline, the loudest customer is served first rather than the one owed a response.
Field Service
Close the Job Before the Engineer Leaves Site
Requests arrive with a priority and a deadline, the engineer is dispatched with the asset history already attached, and the job is run from a checklist and signed off on the phone.
- SLA on every ticket
- Checklist-driven jobs
- Signed off on site
A queue with an order
Priority and deadline, not whoever called loudest.
Arrive informed
The asset history goes with the engineer.
Recorded where it happened
Checklist, photos and parts, on the phone.
Signed, then billed
Closure on site releases it the same day.
A second visit costs more than the first one saved.
Three gaps account for most of what a field service desk loses, and none of them is a technical skill problem.
Unequipped
The engineer arrives without the history
Nobody told them the machine failed twice already, so the visit repeats a diagnosis that was already done.
Unclosed
The job is finished, the paperwork is not
Reports are written that evening from memory, so the record is thinner than the work and billing waits.
Neome closes all three by giving the ticket a deadline, the engineer the history, and the job a signature.
Requests
Every request arrives with a priority and a deadline
A service ticket is linked to the customer, classified by priority and category, and carries an SLA deadline from the moment it is raised. That is what lets a queue be worked in the order the business owes rather than the order the phone rang.
- Customer-linked tickets
- Priority and category
- SLA deadline on creation
Dispatch
Send the engineer who can actually finish it
Assignment considers who is free, who is near and who has handled that equipment before, and the engineer receives the ticket with the asset's full history attached. Arriving informed is usually the difference between one visit and two.
- Assignment with availability
- History attached
- Scheduled on the calendar
On site
The job runs from a checklist, not from recollection
The engineer works through the checklist on their phone, records what was done, attaches photographs of the fault and the repair, and logs the parts used against the job. Everything is captured where the work happened rather than reconstructed afterwards.
- Checklist on mobile
- Photo capture
- Parts logged to the job
Closure
Signed off before the engineer leaves site
The customer signs on the device, which closes the ticket and releases it for billing the same day. A digital sign-off also settles the question of what was agreed on site, which is otherwise the most expensive kind of disagreement to have a month later.
- Digital sign-off
- Closed on site
- Released for billing
Reporting
See the breach coming, and the engineer behind the numbers
Set a date range and every figure below it is bounded by those dates.
Approaching breach
What needs attention now?
Tickets nearing their deadline, escalated before they breach, which is the only point at which the information can still change the outcome.
Engineer performance
Who is carrying what?
Jobs closed, time on site and first-visit fix rate per engineer, read from the record rather than from an impression.
Breach analysis
Where is it going wrong?
Breaches grouped by customer, engineer and equipment type, which is the difference between blaming one person and finding the actual cause.
All the features, done right
Service requests
Customer-linked, with a category.
Priority
So the queue has an order.
SLA deadlines
Set the moment a ticket is raised.
Dispatch
By availability, area and skill.
Asset history
Attached before the engineer arrives.
Job checklists
Worked through on the phone.
Photo capture
The fault and the repair, recorded.
Parts used
Logged against the job from stores.
Digital sign-off
The customer signs on site.
Escalation
Before the deadline, not after.
Engineer performance
Jobs, times and first-time fix.
Mobile apps
The whole job from a phone.
Before you move your service desk across
The questions service teams ask before the first ticket is raised in Neome.
What it costs
One price, and Field Service is already in it
₹299/ user / month$9.99/ user / month
There is no separate charge for this module. The same per-user price covers Field Service and the other 25+ modules, so adding a second or third one costs nothing extra.
- 15-day free trial
- No credit card to start
- Billed monthly · Minimum 5 users
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