First-time fix
Return visits against the same machine — which only works when calls are captured against the machine rather than the building.
Solutions › Maintenance › Printer & Office Automation
Maintenance · Printer & Office Automation Service
Every machine, every call, every meter — on one record.
The machine, its contract and its whole service history in one place. The call dispatched with the parts identified before the technician leaves. The reading, the work and the proof captured on site.
Nashua run 250,000+ field jobs a year on WorkWide — 477 technicians, 5 countries
Machine MF-2208 · multifunction · under contractClient offices — 3rd floor, finance
- Contract
- Rental + service · to Mar 2028
- Cover
- Parts and labour · consumables included
- Last reading
- 412 880 · captured on site 14 Sep
- Last call
- 9 Sep · fuser replaced · first visit
- Calls, 12 months
- 7 · one return visit
- Moved
- From 2nd floor, 11 Jun
- Consumables
- Issued against this machine
The problem
The contract, the machine and the technician live in three different systems
And the only place they meet is on an invoice the client disputes. Meanwhile the most expensive thing in the business — the second visit — happens because somebody arrived without the machine’s history or the right part.
Second visits
He got there and did not have the part. It is the biggest cost in the business, and the client sees every one of them.
Nobody knows where the machine is
It was moved to the second floor. Or to another branch. Wrong billing, wrong site, wrong technician sent.
Readings arrive late, or not at all
So the month gets estimated again, and the client either queries it or quietly stops trusting the invoice.
History lives with the technician
“Ask Sipho, he knows that machine.” When Sipho leaves, so does the machine’s history.
How it works
A machine, through its contract
Placed
Delivered and installed at a client site, against a contract, by serial number.
In service
Calls arrive from the client portal, by email or from your desk, and are dispatched by skill and area.
Fixed on the first visit
The technician arrives with the machine’s history and the parts identified, and completes the job card on the phone.
Read and supplied
Meter readings captured on the job. Consumables issued against the machine, not just the site.
Maintained and moved
Preventative services generated from the machine’s own schedule; relocations and swap-outs recorded as they happen.
Billed and collected
The contract decides covered or chargeable, and at contract end the machine is accounted for.
The machine record
One record, for as long as you own the machine
- Serial and siteWhich machine, at which client, on which floor
- ContractWhat is covered, what is chargeable, and what happens past the limit
- Call historyEvery fault, who went, what they found and what they fitted
- Meter readingsCaptured on the job by the technician, in sequence
- ConsumablesIssued against this machine, not just delivered to the building
- MovementsWhere it has been, and when it moved
And it works offline — basements, plant rooms and buildings with no signal sync when the phone is back in range.
1/2
- 01
Every machine on record
Each machine is a configuration item, created on the phone or from its QR tag.
- 02
Scan the tag
The phone's camera reads the machine's QR code to bring up its record.
Every machine on record
Each machine is a configuration item, created on the phone or from its QR tag.
Scan the tag
The phone's camera reads the machine's QR code to bring up its record.
Screens from the WorkWide app and portal, shown with demonstration data.
Proof
How Nashua run service across five countries
Nashua run their field service operation on WorkWide — across South Africa, Namibia, Botswana, Eswatini and Lesotho, serving roughly 33,000 customer sites from about 40 branches.
250,000+
field jobs a year on one platform
477
technicians across 5 countries and ~40 branches
3.5 h
median time to resolve, 71% inside 24 hours
96%
of jobs closed in real time from the field
And more than 5,700 of those jobs were raised automatically by device alerts rather than by a customer phoning in — resolving in about two hours against three and a half for the rest. The median held between 3.4 and 3.7 hours every month while volume grew 18%.
What you can finally see
The reporting a call log cannot give you
Machines that cost you
Which units generate the calls, and which contracts are unprofitable because of them.
Readings on time
What arrived, what is outstanding, and what is about to be estimated.
Branch against branch
One configuration and one job card, so performance is finally comparable.
Who it’s for
Built for machines placed under contract
Office automation and print dealers
Machines placed under rental and service contracts, serviced by your own technicians.
Dealer and franchise networks
The same operation across branches or independent dealers, on one standard.
Managed print service providers
Fleets managed inside client organisations and billed on volume.
Wider office automation portfolios
Telephony, connectivity, CCTV, backup power, coffee and water — one visit, one record.
Why WorkWide
The part that happens after “assigned”
One record per machine
Serial, site, contract, readings, parts and full history — not three systems that disagree.
Parts before the trip
The call carries the history and the parts required, and the van’s stock is known before anyone travels.
The contract decides
Covered, chargeable or out of scope, settled when the call is raised rather than after the visit.
One standard across branches
The same job card and the same reports everywhere, so performance can be compared.
FAQ
Questions dealers ask
Do you replace our service desk?
Only if you want us to. Many dealers keep theirs and run the field half here; others consolidate once they see one record work.
How are meter readings captured?
By the technician on the job, against that machine.
Do you read meters off the machines automatically?
Readings for billing are captured by the technician on the job. Raising jobs automatically from device alerts is different, and that does run in production — as an integration we scope and build per client.
Can jobs be created before the client phones?
Yes, where the devices raise alerts. At Nashua more than 5,700 jobs in six months came from device alerts rather than customer calls, and they resolved faster than call-ins.
Can consumables be issued to a specific machine?
Yes — against the machine, not just delivered to the building.
What happens when a machine moves?
The move is recorded on the job, so the record follows the machine.
Can we see first-time fix?
Yes. Return visits against the same machine are reportable.
Does it work offline?
Yes, and syncs when the phone is back in range.
Can it feed our billing system?
Yes. Billable work and readings can be passed into the finance system you already run.
What share of your calls are fixed on the first visit?
If nobody can answer that, it is costing more than you think.