How ShareCRM Delivers High-Efficiency Work Order Management

The water purification industry is closely tied to customer health and daily use. Filter replacement and equipment maintenance are both essential and frequent needs. Under traditional models, fragmented service request channels, manual dispatching and inconsistent onsite execution often lead to delays, poor customer experience and ultimately higher churn with lower repurchase performance.

A major turning point occurred when one company adopted ShareCRM as its core service platform, building a fully connected work order management loop that links customer demand, field execution, and data-driven insights.

Work order management covers the entire life cycle, beginning with request intake and ending with problem resolution. When customer service receives an issue, any request requiring physical intervention is routed to the appropriate specialists. When the issue is resolved, all information is synchronized back to the customer service team, creating a seamless service loop.

However, many enterprises still face six key challenges:

Key Challenges in Work Order Management

1. Too many scattered service channels make unified management difficult and increase operational complexity.
2. Information is not synchronized, reducing the accuracy and efficiency of work order assignment.
3. Onsite service lacks standardization, resulting in inconsistent service quality among field engineers.
4. Cost management is disconnected from work orders, and manual collection leads to slow payments.
5. Customer callbacks require multiple systems and complex operations, and callback data is difficult to store.
6. Insufficient data storage prevents multi-dimensional analysis for service optimization.

ShareCRM’s Work Order Management Solution

ShareCRM’s Work Order Management Solution is built on the ShareCRM PaaS platform. It connects pre-sales, in-sales and post-sales workflows while coordinating internal teams and external service partners. Through automated dispatching, flexible scheduling, integrated parts management and unified settlement, ShareCRM helps enterprises continuously enhance customer experience and overall service efficiency.

Service Request Intake: Multi-Channel and Self-Service Submission

As the entry point of the entire service process, ShareCRM integrates seamlessly with mobile and social platforms to support both self-service and assisted submission.

Key capabilities include:

• Customers can submit service requests through official service accounts or mini-programs.
• Multiple service types and maintenance scenarios are supported.
• Integrated device lookup and a knowledge base allow customers to solve simple issues on their own.
• Field technicians can submit requests on behalf of customers during onsite visits.
• All data syncs instantly back to the manufacturer, ensuring consistent information across the entire service chain.

Service Dispatching: Intelligent Assignment and Real-Time Collaboration

To overcome the inefficiencies of traditional manual dispatching, ShareCRM introduces a flexible, intelligent dispatching system.

Key capabilities include:

• Manual assignment, automated scheduling, and a first-claim model where technicians pick up available tasks.
• Configurable dispatch rules based on priority, distance, skill level, workload and service scenario.
• Gantt chart and map views that support drag-and-drop assignment and real-time coordination.
• Cross-regional dispatching and seamless collaboration with third-party service providers.
• Automatic progression of work orders to the next step once service is completed.

This ensures every service request is matched to the best-qualified technician within seconds.

Onsite Service Management: Standardized Execution with Full Traceability

Field technicians receive work orders instantly through mobile devices, ensuring fast and accurate execution.

Key capabilities include:

• Automatic generation of field schedules and detailed service checklists.
• Standardized onsite procedures to ensure consistent and high-quality execution.
• GPS check-in with geofencing to prevent inaccurate location reporting.
• Real-time recording of labor time, service actions, photos, parts usage, quotations and fees.
• Complete traceability, as all data is saved instantly and can be reviewed at any time.
• Digital customer signatures for confirmation, followed by technician check-out through the app.

The full onsite workflow becomes transparent, controlled and fully standardized.

Work Order and Parts Management: One Fully Integrated Workflow

ShareCRM connects work orders directly with parts management, creating a full lifecycle loop.

Key capabilities include:

• Automatic linkage of equipment information and required parts when a work order is created.
• Real-time access to personal and company inventory.
• Digital picking records and usage tracking during service.
• Automatic stock updates and support for digital return slips for unused parts.
• Seamless synchronization with ERP for unified inventory and cost control.
• Automatic calculation of service fees, including parts consumption.
• Instant customer payment via QR code to accelerate cash collection.

Settlement and Data Analysis: Faster Billing and Smarter Decisions

ShareCRM connects field service workflows with financial settlement to ensure accuracy and efficiency.

Key capabilities include:

• Direct settlement of service fees for both internal technicians and external partners.
• Automatic periodic settlement to reduce manual workloads.
• Instant customer QR code payments that shorten cash collection time.
• Real-time monitoring of key service metrics for continuous improvement.
• Analysis of time spent at each service stage to identify operational bottlenecks.
• Multi-dimensional dashboards that support decision-making and optimized resource planning.

From Service Efficiency to Customer Loyalty

With end-to-end workflows, integrated data and collaborative capabilities, ShareCRM’s Work Order Management Solution not only improves service efficiency but also transforms after-sales operations into a powerful driver of customer retention and repurchase.

By enhancing response speed, execution quality and data-driven intelligence, enterprises can convert after-sales service from a cost burden into a strategic growth engine. This is why ShareCRM continues to lead the CRM market and supports more than 6,000 medium and large enterprises across industries such as technology, manufacturing, medical devices and consumer goods. ShareCRM helps these organizations achieve measurable improvements in service quality and long-term business growth.