With this summer update, we are setting new standards for your customer service: numerous innovative features and improvements ensure that service processes run even more efficiently, transparently, and flexibly. Whether structured service teams, customized service contracts, or the completely redesigned Smart Service App —we have refined many details to make everyday work easier for you and your team.
Service teams – Efficient service, perfectly organized
With the new "Service Teams" feature, we bring even more structure and efficiency to your customer service. From now on, you can combine multiple employees into flexible teams and assign them to specific product groups, products, and even customers. This makes it possible to define a tailor-made service team that is automatically assigned to incoming tickets.
Various selection procedures are available for assigning tickets, ensuring that each request is directed to the most suitable employee. This not only increases customer satisfaction but also optimizes internal processes. A particularly practical feature is that teams can also be directly linked to service contracts, ensuring that all relevant information is always available. This makes service a true team effort—fast, targeted, and transparent.
Contracts—Map service agreements individually and transparently
With the new contracts feature, Bonder takes Bonder service offering to the next level. Contracts bundle the configuration of SLAs, maintenance events, and individual price agreements in a central module. This allows you to offer your customers tailor-made service contracts while retaining full control at all times.
SLA – Service quality guaranteed
Service Level Agreements (SLAs) can now be designed even more flexibly: Create as many priorities as you like and tailor each SLA precisely to your customers' requirements. SLAs can be assigned to individual products, product groups, or entire systems and are deeply integrated into the ticket system. This ensures that service orders are controlled, organized, and processed on time—and that traceability is guaranteed for employees and customers at all times. Thanks to integration with the Smart Service App , field service employees Smart Service App always informed about remaining response times, while the back office can coordinate assignments optimally.
Maintenance events—Plan proactive services easily
Contracts make it easy to set up and plan maintenance events. Thanks to the close link to products and systems, you can flexibly create and dynamically configure different service products. This allows you to individually define service case types and maintenance intervals—for maximum flexibility and an outstanding service offering that specifically supports additional sales in the service area.
Price agreements – Flexible terms for your customers
Contracts allow you to define special pricing agreements for products and services in the context of an SLA. Pricing is extremely flexible: billing periods, countries, and currencies can be defined individually. This allows you to offer your customers tailor-made terms and conditions and always bill for services correctly and transparently.
With SLAs, maintenance events, and price agreements, Bonder provides you with Bonder tools to manage your services in a targeted, systematic, and smooth manner—deeply integrated into the back office and the mobile Smart Service App. This means that every employee knows what to do and what response times apply at all times.
New design for the Smart Service App—Fresh look, more comfort
With the summer update, the Smart Service app gets a completely new design that feels even more like a native app. The menu navigation has been fundamentally redesigned so that service and self‑service areas can now be accessed even faster and more intuitively.
The home page has a clean layout and gives the Bonder the space they deserve. Important information is easy to find and can be seen at a glance. A dedicated notification area ensures that you never miss any updates.
Another new feature is the option to add custom menu items, allowing you to expand the app with your own pages and functions to suit your needs. Company colors are now even more prominent, and with the new theming engine, you can customize the design centrally in the back office with just one click.
Another highlight: the app's offline capability has been significantly improved once again. Simply continue working offline in field service—all data will be synchronized as soon as a connection is reestablished. This means your team will always be ready for action, even without the internet.
Map view for dispatch planner—Plan assignments clearly, optimize routes efficiently
The resource planner in Bonder now Bonder a powerful map view that shows all your locations from a bird's eye view. The new overview provides you with a detailed display of all locations, routes, and tours—including exact route suggestions and relevant additional information. Colors and icons help you assign locations and tours at a glance. This makes intelligent route planning even more transparent and efficient: you can immediately see which routes are optimal and always maintain an overview, even for complex assignments.
