The Complete After-Sales Service Platform Built for South African Businesses
Manage help desk and customer service requests, job cards, technicians, warranties, scheduling and customer communication in one powerful, integrated system designed for South African service teams.
Enhance After-Sales Processes. Simplify and streamline your after-sales processes to improve customer loyalty, strengthen your brand & turn customers into long-term advocates.
Enhance On-boarding Processes of Your Operations Team Manage order fulfilment and delivery workflows effectively to ensure customers are onboarded efficiently and consistently.
Revamp Your Customer Help Desk Implement structured, reliable processes to ensure every customer query is handled promptly and resolved to the customer’s satisfaction.
Customised Job/Ticket Processes
Service Your Customers, Your Way.
Every organisation has its own service workflows. BluWave enables you to customise every step of your service process, from customer support and helpdesk queries to onsite repairs.
Easily design tailored processes for each type of service request, from telephonic support to onsite repairs, services, and installations.
Route service jobs dynamically across your organisation based on the task at hand. For example, technicians can access the job, the service desk can prepare a quotation, and management can approve it.
Once a quote is sent to the customer, the system can prompt the service desk to follow up. If parts are required, the request can be routed to purchasing and then back to technicians to complete the repairs, ensuring a seamless, end-to-end workflow.
Automatic Email Ticketing
Let Customers Log Service Requests Automatically – Making It Easier to Do Business with You.
Customers can log service requests simply by sending an email, including photos and attachments. All attachments are automatically linked to the job, ensuring nothing is missed and every request is handled accurately.
BluWave supports multiple inboxes for different branches or service teams.
Automated Email Ticketing ensures all email conversations are captured and filed automatically, with every message linked to the relevant support ticket. This gives your team full visibility of every customer interaction.
Electronic Job Cards
Digitise Job Cards for Faster, More Reliable Field Operations.
BluWave Service transforms field operations with Electronic Job Cards that improve communication, accuracy, and turnaround times. Technicians can capture photos, customer feedback, signatures, and completion notes directly from the field, with everything stored and emailed automatically.
Electronic Job Cards can also be used even when there is no internet connection, allowing technicians to continue working without disruption. Once connectivity is restored, all information is synchronised seamlessly with BluWave Service.
Job cards are automatically sent to relevant team members, such as service managers and accounts, and are filed in BluWave Service against each job.
Key Benefits:
• Instant digital submission routed to required team members.
• Capture job details even without an internet connection, with automatic synchronisation when online.
• Attach photos, ratings, and satisfaction surveys.
• Signed job cards stored automatically.
• Faster turnaround time from work completed to billing.
• No more lost or missing paper job cards.
• Customers can automatically receive signed job cards immediately.
- Signed job cards are immediately routed to your accounts team supporting faster invoicing turnaround and improved cashflow.
Custom Digital Forms & Checklists
Your Checklists – Digitised for Mobile Technicians.
Convert your existing paper-based installation or service checklists into fully digital forms for the BluWave mobile app.
Technicians often need to complete specific checklists during installations and services. BluWave digitises these forms to ensure consistency, accuracy and easy access in the field.
Anonymous Operator Support
Respond from a Single Support Address – Keeping Communication Professional and Consistent.
The anonymous operator feature allows customers to communicate with the help desk as a team rather than with individual agents. This ensures consistent, professional communication and uninterrupted support, regardless of staff availability.
Escalation Features
Prioritise What Matters Most.
Define escalation rules for normal, urgent, and critical jobs. BluWave automatically sends alerts when tasks exceed defined timeframes, ensuring critical issues receive immediate attention.
Proactive Servicing & Warranties
Manage Warranties and Servicing Before Problems Arise.
Apply product-level customer relationship management by proactively managing agreements, warranties, service contracts, and next service due dates.
Track service contract and warranty expiry dates, as well as regular servicing cycles for products and services sold to customers.
Next service due dates can be managed through automated messages to service managers and customers, or through management reporting.
Service cycles can automatically generate jobs for SLA customers.
Agreement and warranty expiry dates are tracked and managed through automated messages to the sales team, service managers, or management reports.
Asset Register Management
Manage All Customer Assets and Services in One Smart Register.
BluWave Service manages your register of customer assets or services sold. Record serialised equipment sold to customers and track repair history by machine.
Manage a register of renewable services with recurring revenue, such as software licences, training certifications, safety training, and fire services. Automatically register products or services sold directly from a BluWave quotation.
Record key dates for each product or service, including service renewals, warranty expiry, service cycles, and price increase dates. Attach related documents, signed agreements, licence agreements, and technical installation details.
Recurring Revenue Management
Manage Your Recurring Revenue with Ease.
BluWave Service manages your register of products or services that accrue recurring revenue. Manage renewable services with recurring revenue, such as software licences, training certifications, safety training, and fire services.
Automatically register products or services sold directly from a BluWave quote line. Track due dates for recurring revenue. Automate reminders to service managers, the sales team, and/or customers.
Automated Quotations
Create Accurate Service Quotes in Seconds.
- One action triggers three processes:
- Generates a PDF service quote.
- Posts it to the Opportunity Pipeline.
- Creates a follow-up activity.
- Built-in automated quote approval process.
- Automated price list updates from your integrated ERP/Accounting system.
- Management of multiple price lists.
- Include product images, codes, cost and sell prices, linked brochures, and long descriptions.
- Track all quotes through Document Management.
- Automatically link quotes to customer and job history.
- Push quote items directly to the technician’s job card to speed up the closing process.
Visual Technician Scheduler
Schedule Technicians with Drag-and-Drop Simplicity.
BluWave’s Visual Technician Scheduler enables instant work allocation. View all tasks on a second monitor, synchronise appointments to Outlook, and send meeting invites directly to customers.
Job Costing
Record Parts and Labour Costs per Job and Manage Quoted vs Actual Costs.
- Record actual labour and parts costs per job.
- Analyse maintenance costs per customer to refine future service quotes and improve profitability.
- Automatically calculate daily and weekly labour charges, including overtime, Saturdays, Sundays, and public holidays.
- Compare actual costs to invoiced values.
Service Team Reporting
Measure Efficiency. Improve Performance.
Monitor response times, product performance, MTBFs, technician effectiveness, and fault analysis by equipment type with BluWave’s reporting suite.
Customer Analysis
Understand Your Customers in Detail.
Analyse technicians, machines, categories, and fault codes to identify trends, detect problematic equipment, and strengthen customer retention.
Work Volume Monitoring
See All Workloads at a Glance.
BluWave’s workload dashboard displays open jobs by type and urgency, enabling service managers to prioritise effectively, identify bottlenecks and maintain full operational control.