Technical Service Order Management — High Automation

Industry

Manufacturing & Industry

Company size

Medium (50–150 employees)

Process to be automated

Opening, assignment, execution, and closing of technical service orders

Process description

The process begins with receiving a service request (by email, call, or in person), manually creating the order in Excel, assigning it to the available technician, tracking progress, recording materials used, closing the order, and billing the client. The service coordinator, technicians, and operations manager are involved.

ROI Automation

Nivel de Automatización	% Automatizable	Casos al Mes	Tiempo por Caso (horas)
High	78	80	1.5

Personas Involucradas	Nivel de Cargo Promedio	Salario Mensual Promedio (COP)	Costo Real Empresa con Prestaciones (COP)
5	Level 3 (Coordinator) + Level 5 (Technician/Junior Analyst)	3200000	4907000

Costo Operativo Mensual (COP)	Costo Operativo Anual (COP)	Ahorro Mensual Estimado (COP)
9814000	117768000	7654920

Ahorro Anual Estimado (COP)	Inversión Año 1 (COP)	Beneficio Neto Año 1 (COP)
91859040	10228950	81630090

Beneficio Neto Acumulado 3 Años (COP)	FTE Equivalente Liberado
255318270	3.9

Power in Numbers

798

ROI Year 1 (%)

1.3

Payback (months)

8.98

Cost/Benefit ratio

✅ AUTOMATE — TOP PRIORITY

This process has the ideal profile for automation: high volume (80 cases/month), multiple people involved, clear assignment and follow-up rules, and no traceable records currently in place. The 798% ROI in year one and a 1.3-month payback make it the best candidate. Automation directly impacts client satisfaction and operational capacity.

Signs of inefficiency detected

• Technicians call the coordinator to find out their daily schedule • Orders lost in emails or WhatsApp • No real-time visibility into how many orders are open • Billing is delayed because order closure is manual • If the coordinator is absent, no one assigns correctly • Materials used are not recorded consistently

How many service orders do you lose or delay each month? Measure it for free in 30 min

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