Why Is Service Operations So Complex in Consumer Electronics?
Brands selling white goods, hobs, ovens, extractor hoods and televisions don't just sell products — they must also manage the installation, maintenance and fault resolution process that follows the sale.
With 300 to 800 authorised service points spread across Turkey, dozens of work orders are generated every single day. Managing those orders with paper forms, phone calls and email is no longer workable. As operations scale, these problems become unavoidable:
- Installation and fault requests pile up at the call centre; waiting times grow.
- Progress billing with sub-contractors is calculated manually, leading to errors and disputes.
- What is happening in the field is not visible in real time; quality control stays reactive.
- End-users receive no updates; satisfaction falls, complaints rise.
FieldCo solves all of these problems on a single platform.
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Reference Brands: Turkey's Leading Names
FieldCo serves well-known brands in the consumer durables sector:
- Kumtel — heating and home appliances
- Lüxell — white goods and small home appliances
- Onvo — televisions and consumer electronics
- Işık Elektronik (Fobem / Strong) — electronics and digital broadcast devices
- Skytech — computer peripherals and displays
- Dijitsu — air conditioning and heating systems
Each of these brands works with between 300 and 800 sub-service companies across Turkey, handling installation, fault repair, maintenance and warranty work.
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How It Works
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1. The End-User Creates Their Own Request
Through a web module integrated into the brand's own website, end-users can submit an installation or fault report directly — no phone call required.
For fault reports, an additional channel is available: an SMS is sent to the customer who confirms their identity via that SMS and leaves a fault report through their registered device. No call centre call, no operator, no form-filling.
> Result: 70–80% of call centre volume shifts to self-service channels.
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2. The Request Is Automatically Assigned to the Right Service
Each incoming request is automatically routed to the most appropriate authorised service company based on location, capacity and product expertise. No manual forwarding by a regional coordinator or head-office operator.
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3. Digital Work Orders in the Field
The technician sees the request on the mobile app, heads to the site, completes the job. When done, the customer signs digitally, photos are uploaded and the work order closes instantly.
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4. Progress Billing Is Calculated Automatically
Progress billing (hakediş) between the head office and sub-contractors is one of the most time-consuming processes in the industry. FieldCo automates it entirely:
- Unit rates per job type (installation / fault / maintenance)
- Different tariffs per product category
- Regional multipliers
- Delay and quality deductions
Rather than being settled at month-end, the system keeps the billing table up to date every time a work order closes. Sub-contractors can view their own statement in real time.
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70–80% Reduction in Call Centre Volume
The most tangible change brands experience after deploying self-service channels is in call centre operations.
Previously, the majority of incoming calls were service requests: "I need a product installed", "my appliance is broken", "when is the technician coming?" All of these now go to digital channels.
Call centre staff redirect that freed capacity toward sales-focused operations: accessory upsells, extended warranty offers, campaign promotions. The same team generates more revenue at lower cost.
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30+ ERP Integrations
Brands in the consumer durables sector typically run enterprise ERP systems such as SAP, Logo Tiger, Netsis or Nebim. FieldCo integrates with all of them:
- Spare parts and material movements update the ERP in real time.
- Invoice and billing data transfers automatically.
- Warranty and service records stay in sync with the ERP.
Deploying new software does not mean replacing existing systems. FieldCo works alongside your current infrastructure.
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Beyond Field Management: Quality and Performance Analysis
When managing hundreds of service points, what head-office managers need most is visibility. The FieldCo management dashboard shows in real time:
- Open / closed work orders by region
- Average closure times and delay rates
- Customer satisfaction scores (post-job survey)
- Sub-contractor performance comparisons
- Progress billing amounts and payment status
This data makes it immediately clear which service companies are performing well and which need support.
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Choose FieldCo to Improve Your Efficiency
Some of Turkey's largest authorised service networks have reduced operational costs and raised customer satisfaction with FieldCo. Self-service channels, automated progress billing and real-time field visibility are no longer luxuries — they are competitive necessities.
Whether you have 300 service points or 800, FieldCo handles both with equal ease.
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