Field service means technicians on the road — HVAC, medical equipment, vending, industrial machinery, home appliances. Without a structured workflow, dispatchers juggle spreadsheets and phone calls, assignments miss the right skill or zone, and intervention reports come back as scribbled paper or lost photos.

The result: repeat visits, billing gaps, and unhappy customers. Utilyx models field service as an executable workflow with AI-assisted dispatch, scheduling, a mobile intervention form, photo upload, customer signature and PDF service report generation.

The workflow is structured as a decision tree with 3 branches (emergency SLA, planned maintenance, warranty recall) and 8 steps end-to-end. Every action is timestamped and geolocated in the field_audit subtable. Inefficient dispatch wastes 30% of technician time — AI dispatch by skill/zone/availability prevents this.

• Step 1 (Start — Request): a service request is captured from the customer portal, call center or IoT alert with mandatory fields ticket_id, equipment_serial, customer_id, address, symptom_code, priority. The copilote IA normalizes the symptom and extracts the fault category.

• Step 2 (AI dispatch): the copilote IA scores every available technician against the request using a multi-criteria match — skill_match (certification vs fault category), zone_distance (geolocation vs technician home/last job), availability_window (calendar), sla_priority. The top match is proposed; the dispatcher can override via visual routing rules.

• Step 3 (Branch — priority split): Branch A (emergency SLA P1): dispatch within 2h, nearest qualified technician, ETA SMS to customer. Branch B (planned maintenance): scheduled slot within 7 days, optimized routing across the day's tour. Branch C (warranty recall): batched by zone, grouped with other recalls to minimize travel.

• Step 4 (Scheduling): the intervention is placed on the technician's mobile calendar with an optimized route (TSP algorithm via sql-query against the technician_tour table). The customer receives an ETA and a tracking link in their language (7 languages supported).

• Step 5 (Mobile intervention): on site, the technician opens the mobile form — mandatory fields intervention_id, parts_used[], labor_hours, diagnostic_code, resolution_code. Photos of the equipment are uploaded directly from the phone and geolocated. The form works offline and syncs on reconnect.

• Step 6 (Resolution & signature): the fix is documented; the customer signs on the mobile screen via esign to acknowledge the intervention. Sub-branch A (first-time-fix): case closed. Sub-branch B (return visit needed): a new part is ordered and a return slot is auto-scheduled.

• Step 7 (usePDF): a formal service report is generated from a Word template with merge fields (ticket_id, equipment_serial, parts, labor, signature, photos) and converted to PDF, emailed to the customer in their language.

• Step 8 (Closure & archive): the service report and equipment record are sent to useArchive with index fields equipment_serial, ticket_id, customer_id, intervention_date for warranty traceability. An NPS survey auto-triggers 24h after the intervention.

Teams using Utilyx cut repeat visits by 40% thanks to AI dispatch that matches the right skill and zone the first time, and recover 30% of wasted technician time by optimizing routes. Mobile intervention forms eliminate paper and lost photos, and billing cycles shrink from weeks to days.

The no-code visual designer lets a service operations manager build the workflow without developers, and the AI copilot generates dispatch rules from a plain-language description — 60% faster deployment at 70% lower TCO than legacy field-service platforms. The multi-criteria dispatch (skill/zone/availability/SLA) prevents the 30% technician-time waste typical of manual dispatch.

The mobile form works offline and syncs when connectivity returns — critical for remote sites. Every photo, signature and part is timestamped and geolocated, producing a full audit trail in the field_audit subtable.

usePDF service reports and useArchive retention give warranty and regulatory teams instant access to the complete intervention history per equipment serial number.