Mphix

This solution is a cloud-native, API-driven field service management platform designed to orchestrate dispatch and end-to-end work order lifecycle management for large-scale break-fix, installation, and support operations. It integrates seamlessly with enterprise CRM and service systems through secure APIs, ingesting work orders and enabling real-time data synchronization across systems. The platform does not create tickets but focuses on downstream execution—managing dispatch, workflow progression, and status updates—ensuring efficient, SLA-aligned service delivery. It provides complete visibility and control from work order intake through execution and closure, supporting highly distributed service environments.

Core Capabilities

End-to-End Work Order Lifecycle Management

Manages the complete lifecycle of work orders from API ingestion and persistence through scheduling, engineer assignment, acceptance, date confirmation, travel tracking, execution, completion, cancellation, and parts ordering. Ensures real-time status updates to upstream systems along with automated customer notifications.

API-First Integration Framework

Seamlessly integrates with CRM, ITSM, and partner systems to receive work orders, synchronize asset and customer data, and push live status updates, ensuring system-wide consistency.

Intelligent Dispatch and Execution Control

Optimizes assignment based on technician availability, skill, location, and SLA timelines, improving response times and operational efficiency.

Break-Fix and Installation Support

Enables both reactive service operations and planned installations with configurable workflows, execution checklists, and compliance capture for standardized delivery.

Mobility and Field Enablement

Empowers field engineers with mobile interfaces for job acceptance, navigation, status updates, proof of service capture (images/signatures), and access to service instructions.

Real-Time Monitoring and Notifications

Provides continuous tracking of work order status, automated alerts, and notifications to stakeholders and customers at each stage of the service lifecycle.

Reporting and Analytics

Includes a comprehensive dashboard with up to six months of historical data, enabling SLA monitoring, turnaround time analysis, technician productivity tracking, and operational insights.

Architecture and Technology

The platform is built on a serverless, microservices-based AWS architecture leveraging services such as AWS Lambda, Amazon API Gateway, Amazon CloudFront, AWS WAF, Amazon SQS, Amazon S3, Amazon SES, Amazon Cognito, Amazon DynamoDB, AWS Key Management Service (KMS), and AWS Secrets Manager. This architecture ensures high scalability, fault tolerance, and security while enabling cost-efficient operations. It supports elastic scaling to handle varying workloads and provides enterprise-grade data protection and access control.

Business Benefits

Faster service execution through optimized dispatch and workflow automation Improved customer experience with real-time updates and notifications Enhanced visibility and governance with complete lifecycle tracking Scalable operations supporting large, distributed service networks Reduced operational cost through serverless, pay-as-you-go infrastructure

Use Cases

Large-scale field service operations for distributed customer bases Break-fix support and warranty service execution Equipment installation and onboarding programs Managed service providers handling multi-tenant service workflows