Equipment Manufacturers
OEM after-sales and service teams supporting installed base — from warranty triage to spare-part logistics.
The Challenge
Warranty triage load
Every service call needs warranty checks, serial-number verification and part availability — before an engineer moves.
Serial-number lookup
Legacy inventory systems make serial lookup slow and error-prone.
Multi-channel intake
Distributors, end-users and installers all call in — often for the same case, in different languages.
Our Solution
01 / 03
Never-miss callout capture
Every call — including after-hours emergencies — is answered instantly and captured with client, site and issue.
- Answered in under one ring
- Structured intake with context
- Full audit trail
- urgent09:22
Incoming call — high priority
Auto-classified
- in progress09:18
Incoming call — routine
Auto-classified
- new09:12
Incoming call — new
Awaiting dispatch
- resolved08:47
Case closed
Follow-up sent
02 / 03
Structured job-sheet dispatch
Digital job sheets replace paper — technicians receive full context on their phone, with photos and site details.
- Answered in under one ring
- Structured intake with context
- Full audit trail
On-call engineer
ETA 8 min
Cleaning team
Deployed
Security patrol
En route
Duty manager
Monitoring
03 / 03
Client-ready audit trail
Every job carries call recording, dispatch time and completion evidence — billing and warranty disputes disappear.
- Answered in under one ring
- Structured intake with context
- Full audit trail
96%
SLA met
4.2 min
Avg response
103
Closed
- Critical case — 12 minSLA ✓
- Routine — 34 minSLA ✓
- Escalated — auto-notified✓
Compliance & Standards
Product safety directives
Case handling supports EU CE and HK product-safety recall obligations.
ISO 9001 aligned
Structured intake and case closure support quality-management audits.
PDPO
Distributor and end-user data handled under privacy controls.
The Result
1,200+
Warranty calls handled monthly
30+
Product lines supported
3×
Faster serial-number lookup
Frequently Asked Questions
Every serial. Every warranty. Every call.
See how Routiq AI unifies OEM service intake across distributors and end-users.
Other industries we serve
Residential Property Management
Estate management companies, apartment buildings and housing communities — where every resident call becomes a resolved case, without growing the front-desk roster.
Commercial Building Management
Office towers, business parks and corporate buildings — every tenant service request captured, dispatched and SLA-tracked.
Shopping Mall Operations
Mall operators handling tenant requests, public-area issues and emergency cases across high-traffic environments.
Mixed-use Developments
Developments that combine residential, office, retail and hotel zones — where each call needs to reach the correct operating team, not the wrong one.
Industrial Building Management
Industrial buildings, logistics centres and workshops — where downtime on utilities and access impacts every tenant's operations.
Hotel Building Operations
Hotel engineering, facilities and guest-services back-of-house — where a delayed response becomes a bad review by morning.