Customer service
Faster resolution. Lower service costs. Happier customers.
Give every customer instant access to guided troubleshooting procedures, fully branded as your own.
From service ticket to verified fix.
From the moment a customer reports an issue to a closed, evidenced service record.
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Branded customer portal Step 01
Build your branded customer portal.
Turn OEM manuals, warranty playbooks and expert know-how into versioned, multilingual procedures, published in a fully branded portal your customers access directly. Every procedure is always the latest approved revision, in the customer’s language.
- Fully white-labelled: your brand, your portal, your customers
- Multilingual out of the box, 30+ languages
- Versioned per OEM revision, always up to date
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Customer self-service with remote assistance Step 02
Customer resolves. Expert assists. Remotely.
The customer follows guided troubleshooting procedures on their own device. If they can’t resolve it, your team generates a new procedure in minutes. If that’s not enough, one tap pulls a remote expert into the same view with live AR annotation. No flight, no truck roll.
- Self-service first: guided procedures the customer follows independently
- New procedures generated in minutes when the issue is unknown
- One-tap remote expert with live AR annotation as the last escalation
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FSM write-back and audit log Step 03
Every visit closed with proof.
Every step, photo, AI confidence score and part consumed flows back into your FSM, CRM or ERP. Resolved faults become reusable troubleshooting nodes. Warranty and SLA audit packets are a filter on the visit log.
- Native sync with ServiceMax, Salesforce Field Service and Dynamics 365
- Per-visit audit log: timestamp, asset, AI decision, operator, SOP revision
- Resolved fault becomes a reusable troubleshooting node for the next case
From first customer call to verified fix. Resolved faster, evidenced automatically, captured for next time.
Six capabilities, one field-service layer.
Portal, recognition, guidance, remote expert, fix library and system sync.
- Branded customer portal
- A fully white-labelled self-service portal your customers access directly: guided procedures, troubleshooting flows and maintenance instructions, all under your brand.
- Fault recognition
- On-device AI identifies the component and ranks the most likely fault before anyone opens a manual.
- Guided field procedures
- The exact diagnostic and repair step, on the exact component, visible on tablet or smart glass, directly at the customer’s asset.
- One-tap remote expert
- Pull the right expert into the same view with live AR annotation. Travel deflected, escalation resolved remotely.
- Reusable fix library
- Every resolved field fault becomes a reusable troubleshooting node: the right fix available on every visit, every site, every language.
- Field-service system sync
- Every visit writes back to ServiceMax, Salesforce Field Service and Dynamics 365 in real time, with photo, AI confidence score and parts consumed.
−30%
Measured, not marketed
Reduction in on-site service visits, measured across Dropslab deployments.
Guided troubleshooting and remote expert assistance resolve more cases before anyone travels. Not an industry benchmark: a real Dropslab measurement, across real customer deployments.
Source · Imatec deployment · Dropslab-measured
Where after-sales is the margin, not a cost centre.
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Oil, gas and energy Field crews on rigs, turbines and pipelines: every expert flight avoided is a direct saving on the service P&L. -
Manufacturing OEM service teams on installed equipment: guided at the customer’s asset, every visit evidenced and written back automatically. -
Automotive Dealer networks and OEM remote support: warranty claims, recalls and complex repairs guided on the vehicle, not from a binder. -
Aviation and defence Line and base maintenance with multilingual procedures, anchored on the airframe, across every customer base and every language.
Ready to turn after-sales into your edge?
See how Dropslab puts a branded self-service portal in front of every customer, deflects more visits remotely, and writes every case back to your field-service system, in a 30-minute demo tailored to your service org and FSM.
Talk to a person
A 30-minute call with a Dropslab specialist, with your use case and your systems. No slides.
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