Field service needs to be fast, reliable, and thorough. With multiple service technicians out in the field and jobs constantly coming in, keeping track of it all can get messy fast. For AW Machinery, that was the reality.
“Everything was being tracked on a spreadsheet, and it was easy for things to get missed or duplicated,” said Isaac. “It wasn’t a bad system—it just wasn’t built for where we were headed.”
Their service tracking was almost entirely manual: each new job entered into a spreadsheet and manually copied into their billing system. As the company grew, the strain on that process became harder and harder to live with, creating risk of jobs being delayed or information lost. What was once simply aggravating became a real liability.
Building Phenomenal Response Times
AW Machinery decided it was time to bring their service process into the same system as the rest of their business, Koble’s EBMS. The idea didn’t start as a major project, just a conversation.
“Some Koble Consultants were here on their annual visit, and we were going over a few pain points,” Isaac recalled. “They presented an idea for how we could manage service tracking right inside the ERP system instead of using spreadsheets.”
That conversation sparked a change. Working alongside one of their own internal team members, they configured a new process that connected service jobs, work orders, and billing directly inside their ERP.
“Response time was phenomenal—it was like they were part of our team getting that across the finish line.”
Now, when a customer calls in, AW’s team creates a task that automatically generates a sales order. Once the field tech completes the job, the system alerts billing. No more double entry or lost information.
“It sounds small,” Isaac said, “but it’s changed how we work.”
No Jobs Overlooked
That improvement has had ripple effects far beyond the office. With less manual tracking, AW’s service manager has more time to focus on scheduling and customer communication—two things that directly affect how clients experience their service.
“It allows our service team to be more efficient,” Isaac said. “We’re able to serve customers first in, first out, and make sure no jobs get overlooked.”
It’s not about doing more of the important work—it’s about doing the right work. And for a company built on trust and relationships, that’s exactly the kind of progress that matters most.
A Software Partner Committed to Your Success
“At my previous company, we used a pretty competitive ERP, and our parent company was trying to get us to switch to another, larger ERP provider,” Isaac said. “From my experience, some of those bigger systems might have more features, but their support just isn’t there. They’re not listening to the small accounts. With Koble, we feel like we’re heard and we’re supported.”
That sense of being heard has shaped how AW Machinery continues to grow. Each conversation, each visit, and each follow-up reinforces the feeling that their provider isn’t just supplying software—it’s walking alongside them as they put that software to work.
“It’s not just about software,” Isaac said. “It really feels like Koble is committed to our success.”
From hands-on help during new staff training to quick responses when questions arise, that level of partnership has made a real difference for a growing team.
Better Systems for Customer Care and Business Growth
AW Machinery is growing, but their focus stays the same. They want their systems to be strong, simple to use, and dependable for the people who rely on them. Every small adjustment, whether it’s in the shop or behind the scenes, helps them serve their customers with the same care that’s defined them from the start.
What about your business?
As your company grows, are you equipped with the right systems and partnerships to find the areas where small refinements could make your work smoother, clearer, or more connected?
Haley is part of the marketing team at Koble Systems, where she enjoys sharing the stories of the many amazing businesses Koble works with. From trade show floors to podcast studios, she helps highlight how better systems really do lead to better business, more productive teams, and stronger communities. When she’s not producing content, Haley is found pouring mediocre latte art, trying to convince her husband of the validity of something she learned from an instagram reel, and being harassed by her 2 kittens.
