Easily register service requests and faults with Centix
A machine breakdown, damaged equipment or a fault in an installation. In many organisations, these types of issues are still reported by phone, WhatsApp, email or even handwritten notes. As a result, important information is often missing, follow-up actions become unclear, and valuable time is wasted determining the right course of action.
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With Centix, you can register service requests and faults centrally in a single environment. Employees, customers and business partners can easily submit a report using a digital form. By scanning a QR code on an asset or location, the correct form opens automatically. The report is then immediately linked to the relevant asset or location.
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You decide which information users need to provide. Photos, videos, documents and comments can be added, ensuring every report is recorded completely. A complete report forms the foundation for fast and efficient resolution. With all relevant information available straight away, reports can be assessed more quickly, the right engineers can be assigned, and both colleagues and customers stay better informed about progress.
Why use Centix for service requests and fault reports?
- Easy reporting with QR codes and digital forms: Employees, customers and business partners can scan a QR code or complete a digital form to instantly report a fault, service request or damage.
- Tailored to your processes: Create your own forms for fault reports, service requests or damage reports, and decide exactly which information users need to provide. Every report fits seamlessly into your way of working.
- A complete picture from the start: Users can provide all relevant information and attach photos, videos, documents and comments. This gives you everything you need to determine the right follow-up action immediately.
- Automatic routing and follow-up: Based on predefined rules, reports can be automatically assigned to the appropriate department or engineer. Notifications and other follow-up actions can also be triggered automatically.
- Priority and status tracking: Assign priorities to reports and monitor progress using status updates. This ensures urgent issues receive immediate attention while giving you full visibility of the resolution process.
- Complete visibility of all reports: View all new, in-progress and completed reports from a single central overview. Stay in control of your workload and keep track of progress at all times.
- Complete asset history: View previous reports, completed work and recurring faults for each asset. This helps prevent duplicate reports and provides a complete service history whenever you need it.
- Extend with planning and execution: Want to schedule and carry out work digitally as well? Work items can easily be extended with work orders, the planning board and Centix Smart Work.
How it works in practice
The process starts as soon as an employee, customer or business partner identifies a defect, fault or damage.
By scanning the QR code on the asset or location, the correct form opens automatically. The user completes the report and can optionally add photos, videos, documents and comments to provide a complete picture of the situation.
Once submitted, the report is automatically registered as a work item and linked to the relevant asset or location. This gives the back office immediate access to all the information needed to assess the report, assign a priority and determine the appropriate follow-up action. For example, if multiple drivers use the same vehicle, each driver can immediately see which faults or damage have already been reported. This prevents duplicate reports and ensures everyone has access to the same up-to-date information.
Based on the configuration of the reporting form, a report can be assigned automatically to the appropriate engineer or planning team. This ensures it reaches the right person or team straight away. Progress is monitored using status updates, while all communication, documents and history remain centrally available within the work item. As a result, everyone involved always has access to the same up-to-date information.
Defect, fault or damage identified
User scans the QR code
Form is completed, including photos and videos
Work item is created automatically
Request is reviewed and prioritised
Request is assigned to the right employee or department
Fault is resolved or service is carried out
Request is completed
Optionally extend with planning and execution
For many organisations, registering, reviewing and following up on service requests and fault reports is sufficient. If you also want to schedule and manage work digitally, the Work Item module can easily be extended with Work Orders, the Planning Board and Centix Smart Work.
Depending on your way of working, work items can be scheduled directly using the kanban board (sequential planning) or the planning board (time-based planning). Work items can also be converted into work orders. Multiple work items can be combined into a single work order, for example when different tasks are carried out during the same site visit.
Scheduled work is then immediately available in Centix Smart Work. Engineers and inspectors always have access to their up-to-date schedule, together with all the information they need to complete their work efficiently.
This enables Centix to support not only the registration and follow-up of service requests and fault reports, but also, if required, the complete process of planning, execution and completion.
Verhart Groen: reporting damage with a simple scan
At Verhart Groen, vehicles and machines are in daily use. If a defect, fault or damage occurs, employees simply scan the QR code on the vehicle or asset. The correct service form opens immediately, allowing them to record the issue and add photos, videos and other relevant information.
Because every report is automatically linked to the correct vehicle, the workshop immediately has access to all the relevant information and the complete service history. Employees can also see any previous reports for the vehicle, preventing duplicate reports and ensuring the full history of the asset remains available.
Nick explains: “On my phone, I can also see what was reported last time. If no report has been submitted yet, I need to create one and add a photo or video. Based on the report, the Workshop Manager decides when the vehicle needs to come into the workshop.”
Thanks to this approach, the workshop always has up-to-date, complete information, enabling faults to be assessed more quickly and the appropriate follow-up action to be taken.
Discover what Centix can do for your organisation
Would you like to see how Centix can help your organisation register and manage faults and service requests more efficiently? During a personalised product demonstration, we’ll show you how to centrally register, track and manage reports, fully tailored to your way of working.
We’ll also demonstrate how faults and service requests integrate seamlessly with the other Work Management solutions in Centix, including work orders, the planning board and Centix Smart Work. This gives you a complete overview of what’s possible with Centix.
Frequently Asked Questions
Which modules do I need?
To register and manage faults and service requests, you need the work items module in addition to Centix Online Basis. If you also want to schedule and carry out work digitally, you can extend Centix with work orders, the planning board and Centix Smart Work.
Can reports be assigned automatically?
Yes. You can configure each reporting form so that reports are automatically assigned to a specific engineer or planning team. This ensures every report reaches the right person or team straight away. Notifications and other follow-up actions can also be triggered automatically.
Can customers submit service requests themselves?
Yes. Employees, customers and other business partners can easily submit a fault report or service request using a digital form. By scanning a QR code on an asset or location, the correct form opens automatically and the report is immediately registered as a work item.
Will I receive a notification when a form is submitted?
Yes. In addition to being visible in the central Centix overview, reports can also be automatically forwarded by email to the appropriate people.
Can I create my own forms?
Yes. The form builder allows you to easily create different forms for fault reports, service requests and damage reports, for example. You decide which fields are displayed and which information must be completed before the form can be submitted.
What are the benefits of service requests without work orders?
For many organisations, registering, assessing and following up on reports is all they need. With Work Items, you can monitor progress, keep all communication in one central place and maintain a complete record for every report. If you later decide to schedule and carry out work, the solution can easily be extended with work orders, the planning board and Centix Smart Work.
Can I add photos and documents to a report?
Yes. Users can easily add photos, videos, documents and comments when submitting a report. This gives the back office a complete picture of the situation from the outset.