Field Service Management
Built for OCS & Vending Operators

Stop juggling paper tickets, missed filter changes, and inefficient routes. Get complete visibility, automated workflows, and real-time control over your field operations.

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100%
Filter Revenue Captured
10+
Years Field-Tested
Real-Time
Ticket Visibility
Zero
Paperwork Required

The Field Service Challenge

Traditional field service management leaves money on the table and creates operational chaos.

Without MDS Insight
  • 20%+ of filter changes missed or forgotten
  • Manual paperwork creates dispatch delays
  • No real-time visibility into field operations
  • Technicians waste time with inefficient routes
  • Lost revenue from unbilled service events
  • Customer calls require time-consuming research
  • Filter schedules tracked in spreadsheets or notebooks
  • No way to enforce service standards consistently
With MDS Insight
  • 100% filter completion with automatic scheduling
  • Instant SMS dispatch directly to technician phones
  • Real-time ticket tracking and status updates
  • Automatic billable event capture and invoicing
  • Complete service history at your fingertips
  • Set schedules once, system handles the rest
  • Enforce signatures, photos, and compliance requirements

Stop Leaving High-Margin Revenue on the Table

Filter changes are profitable work — but most operators manage them poorly, treating them as afterthought fill-in work

Enter the Schedule Once. Forget It.

Set up your filter change schedule one time in the system. From that point forward, MDS Insight automatically generates service tickets, assigns them to routes, and creates invoices when complete. No manual tracking. No missed changes. No lost revenue.

Works for ALL Recurring Services

  • Coffee machine services
  • Water filter replacements
  • Equipment maintenance
  • Bulb changes and repairs

Before

  • Miss 20%+ of scheduled changes
  • Manual tracking in spreadsheets
  • Forget to bill completed work
  • Lost revenue every month

After

  • 100% completion rate
  • Automatic ticket generation
  • Automatic invoice creation
  • Capture all filter revenue

Complete Field Service Control

Everything you need to run efficient, profitable field operations

SMS Dispatch (Optional)

Send tickets directly to technician phones via text message. Instant notification, no app required. Perfect for drivers who prefer simple communication.

Scheduled Dispatching

Plan routes in advance with scheduled ticket assignment. Optimize territory coverage and ensure efficient service delivery every single day.

Automated Filter Management

Stop leaving high-margin revenue on the table. Set schedules once and the system automatically generates tickets and invoices — capturing 100% of filter revenue.

Digital Signatures & Photos

Require customer signatures and service photos for proof of completion. Configurable enforcement — turn on when you need it, optional when you don't.

Real-Time Ticket Tracking

See exactly where every ticket stands: En Route, Working On It, Completed, or Didn't Get To. No guessing, no phone tag — complete operational visibility.

Multi-Territory Operations

Manage multiple service territories with dedicated technicians and routes. Scale your business without losing control or efficiency.

Customer SMS Updates

Keep customers informed with automated service notifications. Professional communication that builds trust and reduces incoming calls.

Billable Event Tracking

Automatically capture every billable service event — repairs, extra supplies, emergency calls. No more lost revenue from forgotten charges.

Historical Ticket Database

Complete service history at your fingertips. When a customer calls, research is easy — search by customer, date, technician, or ticket type instantly.

Equipment Verification

Maintain accurate equipment records with field-based verification. Technicians update asset tags, serial numbers, and locations during service visits — many hands make light work. Learn more →

Real-Time Dispatch Management

Complete visibility and control over all service tickets from a single screen

MDS Insight Service Tickets Dispatch Screen

Live view of all service tickets with real-time status updates

See Everything at a Glance

Your dispatch team sees every ticket in real-time, organized by status. No phone calls to check on technicians, no guessing what's happening in the field.

  • Status Tabs: Instantly filter by Awaiting Dispatch, En Route, Acknowledged, Closed, and more
  • Complete Details: See customer info, location, equipment, and full service notes
  • Quick Actions: Dispatch, reassign, pause, or close tickets with one click
  • Live Updates: Screen refreshes automatically as technicians update ticket status
  • Search & Filter: Find any ticket instantly by customer, location, or ticket number

Automated Customer Notifications

Keep customers informed automatically with real-time email and SMS updates

Professional Communication, Zero Manual Work

When your technician updates a ticket status in the mobile webapp, MDS Insight automatically sends professional, branded notifications to the customer via their preferred channel — email, SMS, or both. No manual intervention required.

Standard Real-Time Updates

  • Technician Assigned — Customer knows help is on the way
  • Technician En Route — Customer can prepare for arrival

Available via Email, SMS, or both — configured per customer

Additional Status Updates (Email Only)

  • • Ticket Closed
  • • Follow-Up Scheduled
  • • Waiting for Parts
  • • Equipment Swap
  • • DGT (Didn't Get To)
Email notification when technician is assigned

Technician assigned notification

Email notification when technician is en route

Technician en route notification

SMS notifications on mobile phone

Same updates via SMS for instant delivery

The DGT (Didn't Get To) Workflow

When a technician marks a ticket as "Didn't Get To," MDS Insight triggers an intelligent workflow to prevent service failures:

  • Customer Notified: Optional email alerts customer proactively
  • Auto Re-Queue: Ticket immediately flows back to "Awaiting Dispatch"
  • Dispatcher Alert: Optional SMS alert notifies dispatcher in real-time
  • Priority Escalation: Optional automatic elevation to "Urgent" status

Result: Tickets don't get lost overnight and customers aren't left wondering when service will occur.

Complete Audit Trail & Documentation

Every action automatically tracked for complete accountability and protection

Permanent, Searchable Record of Everything

Every action taken on every service ticket is automatically tracked with date, time, and user stamps. This creates a permanent, searchable record that provides complete accountability and protection.

What Gets Tracked

  • Every status change (created, assigned, acknowledged, en route, completed, etc.)
  • All service notes and technician comments
  • Photos captured in the field
  • Digital signatures from customers
  • Equipment swaps and installations
  • Filter changes and maintenance activities

Permanent Historical Record: The complete audit trail flows into permanent service history for each location and piece of equipment, creating an invaluable knowledge base.

Dispute Resolution

Customer claims "you never came out"? Pull up the complete record with photos, timestamps, and digital signature proving service was completed.

Tech Accountability

Every action is timestamped and attributed to a specific user. No more questions about who did what or when.

Service Documentation

Build a comprehensive service history for warranty claims, compliance requirements, or customer inquiries.

Automated Reports

No manual work, no data entry—just actionable insights delivered automatically

Monthly Service Tickets By State Report Example

Example: Monthly Service Tickets By State Report

  • Auto-generated on the 1st of every month
  • Previous month's complete ticket breakdown
  • Organized by state and ticket type
  • See Filter Changes, Installs, Removes, and more at a glance
  • Make data-driven decisions about staffing and territory management

This is just one of 13+ automated reports included with MDS Insight.

Built for Operators

10+ years of field service refinement in the coffee, vending, and micro-market industry

Capture Every Dollar

Stop losing revenue to missed filter changes, unbilled service events, and forgotten charges. MDS Insight automatically tracks, generates, and invoices all billable work.

Increase Service Efficiency

Optimized routes, instant dispatch, and real-time visibility mean your technicians complete more stops per day with less drive time and wasted effort.

Enforce Your Standards

Configure exactly what's required — signatures, photos, specific service steps. The system won't let tickets close until your standards are met.

Scale Without Chaos

Multi-territory management, role-based access, and automated workflows mean you can grow your operation without losing control or adding administrative overhead.

Instant Service History

When customers call with questions, find their complete service history in seconds. No digging through paperwork, no waiting for callbacks from technicians.

Ready to Transform Your Field Operations?

See how MDS Insight can help you capture more revenue, increase efficiency, and gain complete control

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