Aftersales and service: keep the published procedure in step with your bulletins.
Lingo sends your service procedures to engineers over WhatsApp, Teams, web or email, as guides your team checks and publishes. When a bulletin changes a procedure, your team edits the guide and publishes it again, and an engineer who asks is taken through the current one.
Controller A
GUIDES
Annual service check
PublishedReplacing a partEdited by your team after a bulletin
DraftPublishedSetting up after a repair
PublishedFitting an accessoryNot yet checked by your team
Draft
DOCUMENTS FOR THIS PRODUCT
Service bulletin (PDF)
The bulletin
A bulletin changes a procedure. Your team changes the guide, and the next engineer gets the current one.
- 1
Your team edits the guide
A guide is a set of questions and fixes. Someone on your team opens the guide the bulletin affects and changes the step. A guide can be unpublished while it is being revised.
- 2
Your team publishes it
A guide is either a draft or published, and publishing is your team’s decision.
- 3
Engineers are sent what is published
An engineer who messages the WhatsApp number is taken through the guide as your team last published it.
The record
Which product, and which guide.
Each conversation is kept with the engineer’s name and number, the product and the guide used. A service team can read back which guide an engineer was taken through.
The bulletin can be attached to the product as a document, so the guide and its source sit together.
What your service team gets.
The current procedure, on site
An engineer messages a WhatsApp number, says which product they have and is sent the published guide as numbered steps, at any hour.
A person on request
Your team is notified by email and replies in the same conversation, with the earlier messages visible. You set the opening hours, the holidays and the out-of-hours message.
Pricing by product
From £500 a month for five products, with no setup fee and no limit on engineers or conversations.
Control of every guide
Your team decides which procedures get a guide and publishes each one. Lingo runs beside the field service system you already use.
Questions service managers ask
Can a guide cover a product we no longer sell?
Yes, where the documents exist. Each product has its own guides, and Lingo asks the engineer which product they have before it starts.
Can service partners’ and distributors’ engineers use it?
Yes, if you give them the WhatsApp number. Access can be limited to phone numbers you approve, added one at a time or imported as a list, so you decide which firms’ engineers are included.
What happens with a fault no guide covers?
The engineer can ask for a person at any point, and a question no guide covers goes to your team. They are notified by email and reply in the same WhatsApp conversation, with the earlier messages visible.
Where aftersales and service teams start
Use case
Fault codes
The manual’s checks for a fault indication, then a handover to your team.
More on fault codesUse case
Wiring and connections
The documented connection steps for the accessory and variant fitted.
More on wiring and connectionsUse case
Knowledge capture
Your team’s answers kept on record and written into a guide.
More on knowledge capture
Further reading
Article
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Service is where industrial manufacturers make their best margins. A map of the lines in the profit and loss that technical support touches, and where AI can honestly move them.
Read the article
Other teams
Send us one service manual.
We’ll convert it and show you your own guide in a 15-minute walkthrough.