Case Study: Serviceline achieves real-time field reporting and paperless document management with DocuWare

Serviceline - Customer Case Study

Serviceline, founded in 1989, supplies installation, maintenance and emergency support for commercial catering equipment and must meet strict UK health & safety checks. With 173 staff (120 engineers) the company relied on paper Field Service Reports (FSRs) that were mailed and manually indexed, causing 2–3 day delays, storage overhead and risks of lost or incorrect orders — so Serviceline set out to speed submissions, improve accuracy, eliminate physical filing and integrate a digital pen solution.

The company deployed DocuWare (60 licenses) integrated with Destiny digital pens/pads, Nokia phones and Solarvista so engineers send completed FSRs and photos digitally; data is auto-imported, indexed and linked to jobs. The change handles roughly 150–250 FSRs per week plus invoices and photos, delivers near‑real‑time access, faster same‑day/next‑day job handling, improved customer service and debt collection, secure storage of health & safety records and reclaimed physical space.

Serviceline

Steve Elliott

Chief Executive Officer