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Streamlining Service Visits: Integrating CM and PM Processes - Success Story

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In our continuous effort to enhance operational efficiency and reduce costs, we’ve introduced a smart enhancement to the service ticketing system using our Cloudtrac platform — combining Corrective Maintenance (CM) and Preventive Maintenance (PM) activities into a single visit wherever applicable.

By allowing both CM and PM processes to be carried out together, we can minimize redundant site visits, optimize engineer time, and deliver faster resolutions to customers.

Key Enhancements in the Ticketing Process

  1. Duplicate Serial Number Check
     Before creating a new service ticket, the system now checks for duplicate serial numbers.

    • Each serial number is unique across all sites.

    • When a new CM ticket is created, the system automatically checks if another ticket for the same serial number already exists.

    • It displays the open CM tickets, their current status, AMC details, creation date, and other relevant information.

    • This helps engineers quickly assess existing cases and avoid duplicate entries, ensuring better coordination and tracking.

  2. Date Selection Flexibility
     During ticket creation, users can now select any date within the defined range, allowing better scheduling flexibility and accuracy in reporting.

Scenario 1: CM Ticket Created When PM is Scheduled

When a CM ticket is created for a particular serial number, the system performs an automatic check:

  • If a PM process is already scheduled for the same serial number, the system merges both processes.

  • The service type is updated to CM–PM, and the PM ticket gets short-closed.

  • Once the engineer visits the site, they can perform both CM and PM activities in a single visit.

Impact:
 Previously, engineers had to make multiple visits — one for PM and another for CM. With this enhancement, both tasks are completed during the same visit, resulting in significant time and cost savings.

Scenario 2: PM Scheduled When CM Ticket Already Exists

In cases where a PM is scheduled for a serial number that already has an open CM ticket:

  • The system detects the existing CM ticket and automatically short-closes the PM ticket.

  • The service type is again updated to CM–PM, ensuring both activities are handled together during the engineer’s next visit.

The Result: Smarter Operations, Reduced Costs

This enhancement ensures that maintenance activities are efficiently managed with fewer site visits and streamlined service records.
 By intelligently linking CM and PM processes, we are not only improving operational efficiency but also providing a better, faster service experience for customers.

Ready to transform your O&M operations and unlock these incredible benefits? Discover how Vitamap's Cloudtrac Platform can streamline your operations and drive your business forward.


For more information please email us at sales@vitamap.com
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