Field Service Management Software | Helpdesk & SLA Tracking

Quick Summary

Coordinate customer support, track field service dispatches, and enforce SLA agreements with POXO's unified field service management, ticketing and helpdesk platform.

Integrates with: Salesforce Service Cloud, Jira Service Management, Microsoft Dynamics 365, Slack & MS Teams Webhooks
Core capabilities: Omnichannel Ticketing: Unify tickets from customer portals, API bridges, emails, and phone channels.; SLA Escalation: Automated alerts and warnings for ticket queues approaching SLA breach thresholds.; Field Engineer App: Dynamic dispatching, location navigation, and mobile resolution updates.

Optimized Client Support Operations

POXO’s Client Care System is an internal ticketing and customer service coordination platform built to streamline B2B helpdesk operations. It bridges support ticket desks with field service technicians on the move, tracking SLA milestones from start to finish. The platform features automated escalation workflows, geo-verified client check-ins, asset lifecycle histories, and multi-channel notification support. This ensures customer satisfaction remains high while tracking technician utilization in real time.

Core Features & Capabilities

Omnichannel Ticketing: Unify tickets from customer portals, API bridges, emails, and phone channels.

SLA Escalation: Automated alerts and warnings for ticket queues approaching SLA breach thresholds.

Field Engineer App: Dynamic dispatching, location navigation, and mobile resolution updates.

Asset Mapping: Direct association of tickets with specific customer RFID tags or deployed hardware units.

Support Workflow

Ticket Creation

Support requests are registered automatically via customer portals, incoming support emails, or connected APIs.

SLA Classification

The system assigns ticket priorities and flags response timelines based on customer SLA configurations.

Engineer Dispatch

Tasks are routed to the nearest support engineers, automatically sending coordinates to their mobile applications.

RFID Check-In

Upon arrival at customer facilities, engineers check-in using RFID badges or QR codes to verify arrival timestamps.

Resolution Log

Engineers document resolution notes, upload images, and secure digital client sign-offs.

SLA Closing Report

The ticket closes, generating SLA performance reports and customer satisfaction analytics.

Key Components

Dynamic SLA Manager

Define distinct response and resolution schedules for varying client contract tiers.

Field Dispatch Roster

Visual calendar schedules and geo-location dispatcher maps showing technician availability.

Customer Ledger

Detailed client deployment profiles, warranty tracking, and full ticket historical records.

POXO’s Client Care helpdesk software accelerates ticket turnaround, ensures SLA compliance, and simplifies field engineer scheduling in one centralized dashboard.

Key Implementation Benefits

SLA Violation Alerts: Drastically reduce SLA breaches with smart automated supervisor warnings.
Accurate Field Auditing: Verify technician site visits via cryptographically secure NFC scans.
Enhanced Asset Context: Know exactly which physical hardware unit is failing with integrated RFID mapping.

Enterprise Integrations

Salesforce Service Cloud Jira Service Management Microsoft Dynamics 365 Slack & MS Teams Webhooks

Frequently Asked Questions

Can the system track field check-ins without GPS?

Yes. Support engineers can verify their presence by scanning designated NFC tags or QR codes fixed at the customer's equipment location.

Does Client Care support custom email domains for routing?

Yes, you can connect your support domains (e.g., support@yourdomain.com) to auto-convert incoming emails into structured support tickets.

Request Consultation

Speak with our RFID integration engineers about your project requirements.