Service Request Software

Tackle all tickets with ease in a centralized ticket system

Avoid extra work due to missed or unprocessed tickets. Keep track of all incoming service requests, cases and messages related to your X. Integrate email, phone or IoT and process everything in one software. Let AI help you answer tickets even faster.

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The problem

You deal with more than 100 calls, emails, messages and tickets a day - yet it only takes one unresolved ticket to permanently damage your reputation with customers.

  • Error-prone: Handling of tickets through different channels (phone, mailboxes,…)
  • Complicated: Slow processing due to manual documentation, organization & filing systems
  • Inconvenient: Non-existent or outdated data for ticket processing
  • Unclear: It takes too long to familiarize yourself with page-long requests and complex cases
  • Tedious: Writing e-mails should be faster
  • Centralized: Capturing and processing of all tickets including e-mail integration and faster reporting of incidents via QR code
  • Efficient: Faster ticket processing in one solution with a clear structure (status, category and assignments)
  • Simple: Tickets can be assigned to the X’s lifecycle file with one click
  • Smart: Let the AI summarize long requests for you.
  • Fast: No more writer’s block – the remberg AI Copilot will write your emails for you
With remberg, my maintenance and repair team quickly converted paper-based maintenance plans and checklists for our equipment into a user-friendly digital form. Each machine has a unique QR code: When you scan it, you immediately see the right manual, the next maintenance tasks, or you can add a new note or pictures to the machine's digital lifecycle file with just a few clicks. Ingo Hild Plant Manager Schwabmünchen OSRAM GmbH
With remberg, we no longer have a paper chaos in service, but a central software with which everything from the inquiry to the solution ends up in the digital lifecycle file of the respective machine with just a few clicks. The best thing is that we can invite our customers to the remberg software and thus provide them with a modern service portal in our company design. Felix Kämpfer Production Manager Stöckel Werkzeugmaschinen GmbH
Transparent service processes are crucial for us. With the remberg software, these processes run digitally and across all involved organisations. With remberg, our customers for example have access to digital operating manuals and digital service checkbooks. Theresa Lehner Head of Operations Open House of Energy GmbH

Solve cases & tickets in minutes - how it works

All tickets are centralized in one solution and associated with the digital lifecycle file of the X, so your team can focus on solving the problem at hand.

abstract illustration of a software with generative AI that summarizes long requests

Centrally capture and process all tickets

Do you receive the majority of your tickets by phone, email, or in person? Combine these channels with the remberg XRM. Integrate as many email addresses as you need, e.g., so that tickets are automatically opened and solved more effectively. The remberg AI Copilot summarizes the most important points of the inquiry process, thus greatly reducing the time needed to familiarize yourself with a case. The AI Copilot also has access to this data and uses it to suggest future solutions.

Translate emails and use AI-generated templates

With the remberg AI Copilot, you can translate emails into any language at the touch of a button and have them automatically reformulated and rephrased. This saves you time and ensures that your communication is always professional, error-free and clear.

abstract product screenshot that shows how to translate an email with generative AI

Create clear lines of responsibility

Structure all tickets with status, notes, and categorizations and assign them within your team. Ensure that each ticket has a primary owner and is trackable to all authorized users.

Access digital lifecycle files with one click

Once a ticket has been assigned to an X, it appears in the relevant digital lifecycle file, including its history with previous activities. This gives everyone involved, such as technical teams, transparency into the work provided for that X, allowing them to make better decisions for future actions.

Connect your systems with interfaces & APIs

No need to switch back and forth between different tools such as ERP, DMS or CRM systems. Synchronize everything that matters with the remberg XRM and transfer information via APIs or automatic CSV imports.


Trust in world-class data protection & IT security

Your data and your trust are our top priority. For hosting, the remberg XRM relies on a German high-security data center that is ISO/IEC 27001 certified and meets the highest C5 standards of the German Federal Office for Information Security (BSI). Additional security is provided by remberg with security mechanisms such as password change cycles and 2FA.

Before the remberg XRM, we were not digital. Now we are at the point that every service employee has a tablet and can view their work orders and all relevant information digitally.
Marco Federau Project Manager Digital Service Georg Sahm GmbH
Originally, we only wanted to digitize our service reports. Now we have everything that happens in our service department centrally in the remberg XRM. That is a huge step.
Florian Kächele Head of Service and Purchasing Genkinger GmbH

Gain full control over all tickets and cases for your X

The remberg XRM is built to cover the features you need - you can centrally manage all cases and tickets across different channels. Examples of X:

  • Machinery & Equipment
  • Energy Systems & Infrastructure
  • Buildings & Facilities
  • Vehicles & Mobile Assets
  • Electronics & IT Assets
  • Other Assets & Things

Your X is missing?
Book a demo and let's see if we can help you with your challenges!

Find out how you can manage your X with AI

✓ Informal 15-minutes MS Teams call
✓ Presentation of the remberg XRM functions with AI
✓ Answers to all your Questions

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Request Management Software

The best service request systems are characterized by three key features: They are cloud-based, support QR codes and are equipped with GenAI. Together, these components enable efficient and seamless management of requests and messages.

Cloud-based implementation: fast and flexible

A good request system is based on a cloud platform. This enables quick and uncomplicated implementation and access from anywhere. Cloud solutions do not require a large IT infrastructure and are easily scalable. They can be easily adapted to the needs of the company and guarantee data security and regular updates.

QR codes: Bridge between the analog and digital world

QR codes play a central role in linking the analog and digital worlds. By scanning a QR code on a machine, device or system, inquiries can be made or relevant information retrieved immediately. This saves time and reduces sources of error thanks to the exact identification of the respective object.

AI co-pilots: Process service requests 50% faster

AI-supported co-pilots like in the remberg XRM are another feature of an advanced system. For example, they can automatically summarize requests to avoid duplication of work or help with composing messages. These intelligent functions increase efficiency and help to ensure that inquiries are processed more quickly and accurately.

Maintenance Request Software

Manage faults quickly and effectively

Machine malfunctions and problems with systems and equipment are everyday challenges. The aim is to record and process faults quickly, clearly and efficiently. This is where modern maintenance request software come into play, playing a central role in maintenance.

Fast detection of faults

When every minute counts, a ticket system that enables faults to be recorded quickly and accurately is indispensable. The idea is simple: each machine, system or piece of equipment is provided with a unique QR code. In the event of a malfunction, the technician or production employee can scan it and immediately call up all the important information for troubleshooting or, alternatively, open a ticket in the system that contains all the details of the malfunction and is forwarded to maintenance.

Precise communication in the event of incidents

The clear recording and communication of incidents is another critical aspect. Linking equipment with QR codes ensures that the information reported is accurate and complete. This facilitates communication between the technicians on site and the central maintenance team. Each maintenance request provides a clear overview of the incident and helps to initiate the right measures quickly.

Effective prioritization and processing of fault reports

Another advantage of these systems is the ability to effectively prioritize incoming fault messages. Maintenance can more easily identify which faults are urgent and which can wait. This enables a rapid response to critical cases and efficient resource planning.

Seamless integration into existing processes

The introduction of such a request system into maintenance should be seamless. It is important that the system can be easily integrated into existing workflows without having to completely change them. The use of QR codes and the intuitive operation of the request system make a significant contribution to ensuring that the introduction runs smoothly and without long training periods.

A must for efficient maintenance

A modern maintenance request system based on QR codes is therefore an indispensable tool for every company in the maintenance sector. It not only enables faults to be recorded quickly and accurately, but also improves the overall communication, prioritization and processing of maintenance measures.

Service Request Software

Good customer service is a must for many companies today. Especially as service is a strong sales driver in many industries: according to McKinsey, the service business offers machine and plant manufacturers in particular a strong lever to differentiate themselves from the competition. However, companies from other sectors can also increase their turnover in service and after-sales by up to 60 percent.

The challenge: It is becoming increasingly difficult to keep track of all inquiries. With outdated methods and processes such as paperwork, various channels such as telephone or even fax, the risk of forgetting a request is simply too great. Digital solutions, i.e. ticket systems, are real professional lifesavers here. They make the chaos manageable and ensure that nothing falls by the wayside.

This is how request systems help you in service:

Centralized bundling: Many companies organize their service with the help of various e-mail boxes, such as special mailboxes for spare parts inquiries, complaints or incident reports. Instead of a jumble of e-mails and phone calls, everything is clearly organized in one system.

Easier prioritization: Some service requests are more urgent than others. A good service request system helps to sort all cases according to their urgency and process them in a targeted manner.

Simple collaboration: In customer service, inquiries are often escalated, whether to a specific department such as accounting, spare parts inquiries or employees with specialist knowledge. Instead of forwarding inquiries with an email program and losing track of them in the process, the inquiry remains traceable in modern ticketing software, regardless of how many stations it passes through.

Data collection and evaluation: You collect valuable information and data with every service request. Modern service request software shows you the most important information on dashboards.

At the end of the day, it’s all about making your customers and partners happy – and a structured and efficient ticket system simply makes that much easier. 

Customer service request software: For professional customer contact

Service request software forms the backbone of professional customer contact. In this category, the software focuses on the efficient management of customer service from the initial inquiry to the resolution of the customer’s request. It serves as a central organizational and control tool that systematically records customer inquiries, forwards them to the relevant teams and monitors the entire communication process. The advantages are obvious: structured workflows, efficient use of resources and consistently high service quality. Particular emphasis is placed on user-friendliness and adaptability to company-specific requirements.

HelpDesk software: Efficient management of customer requests

HelpDesk software is specially designed for the efficient processing of a wide range of customer inquiries. It forms the interface between customers and the company and is optimized to process all types of inquiries quickly and competently. Helpdesk software offers tools for classifying, prioritizing and processing inquiries to ensure a prompt and high-quality response. The focus is on transparent and comprehensible processing of customer concerns, which ensures a high level of customer satisfaction.

Service Management System: For strategic control 

Service management systems offer a comprehensive solution for the strategic control of all service processes in the company. It goes beyond the processing of individual requests and offers a holistic view of all service activities. The integration of customer inquiries, resource planning and reporting enables continuous optimization of service processes. Such systems act as a central control element that not only increases efficiency in the service area, but also contributes significantly to the continuous improvement of service quality.

How companies use the remberg XRM for their service

Here you will find four different companies that use the remberg XRM ticketing system, among other things, to revolutionize their service area.

DOLL Fahrzeugbau: Revolution in inquiry and service management

Bei DOLL Fahrzeugbau has fundamentally transformed request management with the remberg XRM. The introduction of a digital history file for each vehicle has achieved a new level of overview and availability. The service portal and digital checklists help to ensure that every step in the service process is seamless and efficient, which significantly increases customer loyalty and satisfaction.

Elried marking systems: A comprehensive, four-stage service concept

Elried Markierungssysteme relies on an innovative, four-stage service concept. From online support to the planning of technician deployments, the handling of replacement, repair and spare parts (RMA process) through to the upgrade service – every facet of customer service is optimized by remberg XRM. This holistic model ensures that the customer always receives the best possible service.

Stöckel Werkzeugmaschinen: Increasing efficiency through digitization

Das remberg XRM ermöglicht es Stöckel Werkzeugmaschinen digitize the entire service area. The digital service history file provides an immediate overview of every machine. The service portal and digital checklists not only simplify the processing of inquiries, but also significantly improve the quality and speed of customer service.

Hans Weber Maschinenfabrik: Optimization thanks to digitalization

Hans Weber Maschinenfabrik also benefits from the digitalization of its service area with remberg XRM. The digital documentation of every machine life cycle means that customer inquiries can be answered more quickly and more accurately. The efficient organization of the service portal and the use of digital tools such as checklists and reports significantly increase service quality and customer satisfaction.


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