Streamlining post-delivery service operations for an industrial equipment manufacturer

A manufacturer serving clients across South India whose equipment requires safety and compliance servicing every three to six months.

Initial State: Post-delivery service was managed through fragmented communication as the customer base expanded across multiple cities.

Challenges

Key obstacles faced before implementing the solution

Fragmented communication between field service engineers and the central office.
Difficulty in tracking service visits and inconsistent updates from industrial sites.
Limited visibility into work completed on-site and lack of service history.
Coordination delays leading to missed follow-ups and accountability issues.

How we planned and executed the solution

Methodology
Digitisation of the post-delivery service cycle using Dhumi’s platform.

1
Created structured service workflows to manage scheduling and field updates across locations.
2
Enabled field engineers to record activities directly from the site.
3
Provided the central team with real-time visibility into service status and identified issues.

field communication

Updates captured at the source, reducing back-and-forth and miscommunication.

traceability

Digital recording of every visit to create a reliable service history for each installation.

operational oversight

Real-time tracking of service progress across cities for more effective follow-up planning.

The results achieved after implementation

Summary

The manufacturer transitioned to a structured, transparent service management system.

Impact

Post-delivery servicing is now manageable at scale, increasing reliability for both internal teams and customers.