carl for IT field service — lets the day run
carl does the work between the work. He staffs technician jobs and steers subcontractors. The AI colleague between dispatch and team.
I staff the job
inside the
SLA window.
carl asks your own technicians and your partner firms at the same time, sends whoever accepts the access details and the device status, and documents the job while it runs.
IT Field Service
What carl takes on
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Three levels, one case. carl takes in the fault, staffs the job and drops the proof of service exactly where billing and the customer go looking for it.
The ticket becomes a job
Fault comes in, skill and SLA match, own technicians and partners asked at the same time — instead of working down a phone list from top to bottom.
The technician knows what to expect
Access, contact person, image, site profile: carl sends everything a colleague would otherwise recite from memory.
The proof closes the ticket
Serial numbers, times, SLA status: documented on site, not out of the inbox at month end.
assigns the job
reports and confirms
sees the SLA status
It’s not the tickets
that are missing.
What’s missing is someone to hold the thread while the clock runs. That is exactly the role carl takes on.
The information is spread across the ticket, dispatch, Outlook and three group chats. carl brings it together: dispatch, site, customer.
He asks technicians in parallel, collects the proof and writes back into the ticket with a timestamp. Without a second tool.
technicians and dispatchers work with carl every day
nnexoro, live operations
admin time per assignment
unfilled IT jobs in Germany
months an IT vacancy stays open
spend at least 30 minutes a day looking for information
Insight Report Service 2023
have had to drive out twice because information was missing
The situation
Your systems
A fault inside the SLA window
Four hours of SLA, and the technician you planned in drops out.
Example: the POS system in one store is offline and the clock is running. Working down a list from top to bottom costs you the first hour. At the same time the customer wants a status — and that hour is the one missing from the SLA window at the end.
carl asks your own technicians and your partner firms at the same time, sends whoever accepts the access, the contact person and the device status, and documents the job while it runs.
carl asks in parallel
Three of your own technicians and two partner firms, at the same time.
carl asks 3 technicians and 2 partners in parallel
Fault at the Köln-Kalk store, POS system offline. SLA runs until 16:30, you are 12 minutes away. Can you take it?
I’ll take it
Can’t make it
Sven takes it
Accepted with one tap. Which also documents it.
carl sends the site along with it
Contact person, access, replacement unit. Without a callback to dispatch.
Noted, arrival 15:50. On site: Ms Ceylan, store manager, 0171 4420318. Server room behind the checkout, key in the office. Replacement unit: Köln depot, slot B12.
Call Ms Ceylan
Technician asks about the image
The question that otherwise means calling a colleague.
which image goes on it?
carl answers from your documentation
Site profile instead of searching SharePoint in the car.
This site runs on RETAIL-2024.3. After that, pair the payment terminal again — the quick guide is attached.
Open quick guide
Sven reports done
One line in the chat. Nothing more for the technician to do.
pos is back up, terminal is paired. i’m through
carl writes the proof of service
Serial numbers, times, SLA: out of the case, not out of memory.
I’ll write the proof: serial numbers, travel, working time and the SLA timestamps I pull from the case.
The proof is filed, with the technician too
Ticket closed, the invoice can go out, the old unit is booked for pickup.
carl closes the ticket
PDF · 2 pages · 96 kB
Serial numbers swapped, times recorded, SLA met. The proof is with the project lead for approval, and here with you. The old unit is booked for pickup.
A ticket comes in. carl staffs the job.
Trigger: a ticket from ServiceNow, Jira or email
carl reads site, skill, certification and SLA deadline out of the ticket, matches availability and travel time, asks the right technicians in parallel and writes the job into the calendar and the ticket as soon as you approve it.
Drop-outs & SLA
A technician drops out. carl asks for cover in parallel.
Trigger: a cancellation or a sick call in the chat
carl takes in the cancellation, checks which SLA is at risk and asks internally and in the partner network at the same time. Dispatch and customer get the new status before anyone in the office reaches for the phone.
Partner network
The job goes to the partner firm, with the proof obligations in the package.
Trigger: no own technician in the area
carl hands the job to a sub or a freelancer and checks up front what could have expired: police clearance certificate, Ü2 clearance, liability insurance, safety briefing. Job data and proof obligations go out with it, and if the report is missing he chases it.
Proof & billing
Job finished, proof of service done.
Trigger: check-out on site
Without an auditable proof, the payment term does not even start to run. carl asks for times, swapped serial numbers and material right there on site, produces the proof of service and the sign-off report and files both where billing expects them.
Rollout coordination
Schedule 200 sites without 200 phone calls.
Trigger: a new wave starts
carl agrees dates directly with the sites and clears up front what makes jobs fail: contact person, access, ID badge, delivery, opening hours. He confirms to technician and depot and flags early when a site is not ready.
Site knowledge
The technician asks, carl answers from your documentation.
Trigger: a question from the site
Which image, which access, which exception applies at this site: carl answers from your job files and your documentation instead of a colleague’s memory. With a source. What he cannot back up, he escalates to dispatch.
Service technician
Gets the job in the chat, accepts or declines, checks in, records serial numbers and times and asks what applies on site — no login, no second app.
Dispatch / control room
Plans with carl: match skill, certification, travel time and SLA, ask in parallel, write the ticket, and the same route again to backfill when someone drops out.
Rollout project lead
Sees progress per site and per wave, hears early about blocked sites and does not have to chase the proof.
Partner firm / sub
Gets the job, the specs and the proof obligations in one package and sees exactly what belongs to this job.
Billing & controlling
Gets complete times, proof and serial numbers for invoicing, instead of patching up tickets at month end.
Customer & site
Asks whether someone is coming today and gets the answer, without anyone in dispatch having to pick up the phone.
Fragen
- Does carl replace our ticket system?
- No. ServiceNow, Jira, Matrix42 or Ivanti stay where they are. carl sits on top: he reads tickets, coordinates around them and writes results back with a timestamp and a serial number. The ticket stays the leading record.
- How does carl know what applies at a site?
- From your documentation. Site profiles, images, access, contact people, customer exceptions: you release what he is allowed to read. What he cannot back up, he does not say. Then he escalates to dispatch instead of guessing.
- Can we bring in subcontractors without giving them access to our systems?
- That is exactly what it is built for. The partner firm works in the chat and sees only its own job, no customer relationship, no prices, no nearby sites. They need no system access, and you need no licence for them.
- Does carl keep track of which partner certificates are expiring?
- Yes. Police clearance certificate, Ü2 clearance, liability insurance, employer liability insurance confirmation and safety briefing all have an expiry date that today usually sits in a column in Excel. carl checks before he awards the job, reports what is about to expire and requests it in time, before someone gets turned away on site.
- What happens if a technician does not answer?
- carl follows up, at your rhythm. If nothing comes back, he asks the next circle and tells dispatch that the deadline is about to tip, with the phone number attached so someone can call directly. He does not just wait quietly.
- How does carl handle SLA deadlines?
- The deadline comes from the ticket, not from an estimate. carl distinguishes response time from resolution time, counts in your service hours and knows your cut-offs. A ticket that misses the NBD boundary by five minutes otherwise costs a whole day. He warns early instead of afterwards and documents both times as he goes.
- Do our technicians have to install a new app?
- No. carl runs in the channel you already use. WhatsApp or Microsoft Teams. No client, no MDM rollout, no password. Partner firms are connected the same way in minutes, without your IT having to roll anything out.
- What do the works council and data protection say about it?
- Roles and permissions are firmly defined and open to inspection, carl collects consent per user before the start, and hosting is in Frankfurt. carl is not a performance monitoring system. If it helps, we join the meeting and show exactly what he sees and what he does not.
- How fast are we live, and does it stop the running rollout?
- Four weeks, alongside operations: workshop day, we build, pilot with one team. No client installation, no migration, no big bang. The rest of dispatch keeps working unchanged.