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Coffex Coffee, a stalwart of Australia's coffee culture for over 60 years, made its way to Malaysia in 1997, driven by founders passionate about sharing exquisite coffee beyond borders. The multi-award-winning brand currently operates a second roastery in Malaysia, equipped for high-volume production to satisfy local and international coffee aficionados. A leading southern hemisphere roaster, Coffex epitomizes coffee excellence.

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Challenges 

As the company expanded, customer demand surged. It was crucial for Coffex to streamline team workflows and processes for efficiency, and ensure team members can skillfully handle the escalating demand and drive the business forward with momentum.

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Paper-Based Documentation 

• Managing large volumes of paper documentation daily posed challenges, leading to inefficiencies in filing, organization and retrieval of information. This slowed down operations and increased administrative burden.
• Handwritten reports comprised diverse handwriting styles, making them difficult to decipher. This often caused staff unnecessary stress and time, leading to errors or delays.

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Laborious Report Generation

• The process of generating reports was time-consuming and tedious, requiring significant manual effort. This inefficiency hindered decision-making and consumed valuable resources that could have been better utilized for other tasks.

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Complexity of Job Orders 

• Technicians encountered challenges with manually managed job orders containing inaccurate or incomplete information, requiring extra effort to rectify discrepancies and generate accurate reports, thereby increasing workload and potential for errors.

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Time-Consuming Processes; Inconsistent SOPs

• Time-consuming manual processes required employees to perform repetitive tasks
• Hampered the ability to focus on other value-adding initiatives
• Discrepancies in repair procedures could potentially lead to compromised repair quality, resulting in repeat breakdowns. 

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Customer Service Needs Improvement

• Customer service operations needed significant enhancement to boost customer satisfaction and overall business success. This involved streamlining response times, implementing effective communication channels and prioritizing customer needs.

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Solutions

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> Streamlined Data Management

FieldEx consolidates diverse data streams – including job orders, inventory, reports, invoices, forms, customer feedback, and metrics – into a unified dashboard. This centralization enables seamless access to precise data, streamlined workflows and optimized resource allocation, boosting efficiency and productivity while fostering stronger customer relationships.

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> Goodbye, Paperwork

Transition to a paperless environment with FieldEx's all-in-one platform. Easily manage, search and share digital documents for improved workflow efficiency and quicker access to information. Say goodbye to illegible handwriting, errors, delays and unnecessary stress associated with paper-based processes. 

“I encourage companies that are looking for a Field Service Management system to consider using FieldEx. We've been successful in simplifying our team's work processes, increasing our efficiency and communications and FieldEx has played a big role in it.”

> Automation Advantage   

FieldEx efficiently creates workflows, checklists, job orders, and inventory reports, enhancing accuracy and efficiency. Automation enables real-time data collection, analysis and faster responses to customers and stakeholders, reducing the risk of errors and non-compliance. This empowers you to make informed, data-driven decisions for overall business success.

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> Real-Time Operational Visibility

FieldEx grants instant access to live data, offering real-time insights into job progress, team locations, inventory movements and stock levels. Receive automated alerts when inventory is low, preventing stock-outs or overstocking. Real-time data also enhances performance metrics visibility and enables prompt responses to customer inquiries. This dynamic insight drives improved performance, customer experience and competitive advantage.

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> Track Inventory & Parts 

Effortlessly check a warehouse’s inventory and the availability of a particular product or part. Move parts using the ‘bin transfers from location/location’ feature, and record those collected from the warehouse. Never experience stock-outs or over-stocking as the system triggers notifications when the inventory’s running low.

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> Easy Integration with Existing ERP system

FieldEx integrates seamlessly with an existing ERP system, facilitating smooth and efficient transfer of data across various departments and systems within the organization. The integration enables instant generation of quotations, consolidation of assets, and tracking of inventory movement, enhancing operational efficiency and accuracy in managing business processes.

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> End Customer Portal

Empower customers by giving them access to all the current info they need for clarity and transparency via the end customer portal, which also sends out immediate emails of job completions. Enhanced experience ensures greater customer satisfaction. 

“Now the technicians don't fill in paper reports anymore, instead it’s through an application on their mobile devices. They just need to launch the app and then select the problems with the machines and also what they have done with the machines. After that the customer will sign on the screen of the mobile phone. Then from there the service report is generated automatically and it's all electronic and digital.” - Sam Kuek

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Dawn of a New Era

FieldEx's comprehensive platform consolidates all of Coffex's data – job orders, inventory, reports, invoices, and forms – into a centralized hub for efficient access and organization, promoting accuracy and productivity. This streamlining of operations through FieldEx automates service record generation, facilitates easier access to records and accelerates report generation. These enhancements foster transparency and facilitate a transition to a paperless environment, ultimately elevating Coffex's team and customer experience to new heights with FieldEx's solutions.

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