Digitalizing technical service and field intervention management
As its business expanded and the number of machine installations increased, Donatoni (a leading manufacturer of machines for cutting and finishing stone, marble, granite and concrete) faced the growing challenge of managing an increasing number of technical interventions, including maintenance, installations and after-sales support activities.
The implementation of the CRM system had already improved internal operations, but a new requirement quickly emerged: providing field technicians with a dedicated operational tool designed specifically for on-site activities.
BUSINESS NEEDS
- Provide fast and centralized access to information during technical interventions.
- Equip technicians with a mobile tool fully integrated with the CRM.
- Make machine data, manuals and technical documentation always available in one place.
- Standardize post-intervention data collection.
- Simplify and digitalize expense report management.
- Introduce tracking and verification systems for field activities.
THE SOLUTION: “INTERVENTI” APP
To address these needs, a dedicated mobile app was designed and developed, becoming one of the most advanced tools within the entire Donatoni digital ecosystem.
The application was conceived as a true extension of the CRM platform, specifically built for field technicians and operational use.
MAIN FEATURES
Mobile field service management
Technicians can access real-time information directly from the app, including:
- scheduled interventions;
- customer details;
- activity type (installation, maintenance, technical support).
Full access to machine data.
During interventions, technicians can instantly access:
- machine serial numbers;
- service history;
- technical manuals;
- specifications and technical documentation.
All information is centralized within the CRM and made available through integration with the company file system.
Structured intervention reporting
Every activity is tracked directly within the app through:
- operational notes;
- photo and document attachments;
- standardized intervention reports.
Integrated expense management
Technicians can directly submit:
- travel expenses;
- expense details and receipts;
- supporting attachments.
The process completely eliminated paper-based expense management.
Geolocation and activity verification
An advanced control logic was introduced to improve reliability and accountability:
- technicians must geolocate the machine during the intervention;
- interventions cannot be closed without location confirmation.
This ensures greater operational transparency and accurate tracking of field activities.
Integration with central scheduling
The mobile app is directly connected to the scheduling system inside the CRM:
- interventions are assigned by the back office;
- technicians automatically receive updates in the app,
RESULTS
The introduction of the mobile app had a major impact on daily operations and field service management.
✔ Improved field efficiency
- Immediate access to all necessary technical information.
- Faster intervention execution.
- Reduced downtime and operational delays.
✔ Standardized intervention reports
- Better data quality.
- Fully updated intervention history.
- Operational control.
✔ Greater operational control
- Reduced ambiguity regarding completed interventions.
- Precise tracking through geolocation systems.
✔ Administrative benefits
- Elimination of paper-based expense management.
- Reduced accounting errors and processing times.
- Direct integration with HR and payroll workflows.
CONCLUSION
The mobile app represents one of the key elements of Donatoni’s digital transformation journey.
Rather than being a simple mobile interface, the app became a complete operational tool that brought the CRM directly into the field, making it truly usable for technicians performing daily technical activities.
The result is a fully integrated ecosystem where office operations and field activities work in continuity, improving efficiency, operational control and service quality.
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