Kumtel

About Kumtel

Kumtel is one of Turkey's established manufacturers in heating, cooking and home electronics products. Offering installation, maintenance and repair services to millions of customers through an extensive authorized service network, Kumtel has been one of FieldCo's first and longest-running customers since FieldCo's founding in 2002.

The Challenge

Kumtel's most critical challenge was scale: 5,000-6,000 service forms per day, thousands of technicians and a widespread authorized service network. Managing this volume with paper or half-digital solutions was impossible. Key requirements were: customers being able to self-service initiate the online assembly process after product purchase, management of issues between headquarters and authorized services through a traceable ticket system, and all data flow working in sync with Logo ERP.

Solution Implemented with FieldCo

FieldCo was adapted with custom developments for Kumtel's scale and business models. The online assembly module allows customers to create assembly appointments self-service after product purchase, significantly reducing call center load. A custom ticket module was set up for communication between headquarters and authorized services: every issue, error or request becomes a traceable ticket record, response times are measured and unresolved tickets escalate to managers. Logo ERP integration automatically reconciles tens of thousands of daily invoice transactions.

FieldCo Features Used

Results Achieved

Kumtel has grown with FieldCo since 2002. 5,000-6,000 service forms per day are processed without interruption — the system has never buckled under this load. The online assembly module dramatically reduced post-sale call center load. The ticket module made headquarters-service communication traceable and measurable; problems began to be resolved faster. Logo integration enabled automatic processing of tens of thousands of daily transactions.