A Mintech Process Product
Support that starts with a scan.
Serveline turns any piece of installed equipment into a support point. A customer scans a QR code, a technician gets routed automatically, and every step from first contact to close-out is tracked, notified and logged.
How it works
Four steps, from a sticker on a machine to a closed job file.
Scan
A QR code on the equipment launches the support app directly, no app-store search and no support hotline to look up.
Request
A short guided form captures the equipment, fault type, description and photo evidence, in under a minute.
Route
A rules engine matches the request to the right technician by region and service type. Standard cases need no manual triage.
Resolve
The technician updates status from first contact through close-out, with the customer notified at every step.
One platform, three views
The customer, the technician and the operations desk each see exactly what they need.
Customer app
Sign in, file a request, track it to resolution.
Unit AX-204
Sector 7, Bay 3
Field agent app
See assigned jobs, update status on the move.
Admin console
Routing rules, equipment records and every case, in one view.
Every case, tracked
A case moves through the same lifecycle every time, logged at every step.
Each transition is written to the case's audit trail and can trigger a customer notification, an internal alert, or both. Nothing moves without a record of who moved it and when.
What's included
Built for how service actually happens in the field.
Automatic routing
Requests are matched to the right technician by region and service type against configurable rules, so standard cases skip manual triage entirely.
Warranty flagging
Every case is tagged warranty or non-warranty at intake, so billing and priority follow the right path from the start.
Photo & video evidence
Customers and technicians capture evidence directly through the camera, compressed and uploaded with automatic retry on a weak connection.
Notifications at every stage
Email and push updates fire at each status change, for the customer and for the staff handling the case.
Multi-language, right-to-left ready
Built for markets that read right to left as well as left to right, without a separate codebase per language.
Role-based staff access
Admins, service managers, field agents and supervisors each see exactly the cases and controls their role needs.
Full audit trail
Every status change is logged against the case, with a printable report available for any job, closed or open.
Why we built it
Supplying the machine was never the whole job.
Mintech supplies wrapping machinery and runs fabrication and civil works that put equipment on site permanently. That equipment eventually needs support, and the usual path, a phone number on a faded sticker, a call centre that doesn't know which unit you have, is slow for the customer and unmanaged for whoever's on the hook to fix it.
Serveline is the platform we built to close that loop: a QR code on the equipment, a guided request in the customer's own app, automatic routing to the right technician, and a full record of what happened and when. It's built for our own installed equipment, and available for any equipment manufacturer or operator who needs the same thing.