WAKU Care for Manufacturers

As a Manufacturer, you build devices and often provide maintenance and support after delivery. WAKU Care helps you manage your installed base, coordinate service operations, and stay close to your customers — without losing track of who owns what.

How manufacturers are structured in WAKU Care

Your Workspace is your organization. For every customer you support, you create a Customer Workspace — a dedicated space that holds that customer’s devices and operational data.

This structure keeps each customer’s data separate and organized, while giving your team a clear view across all accounts.

Note

Customer Workspaces let you organize assets per client without mixing data. Your team can work across multiple Customer Workspaces from a single login.

What manufacturers typically do

Manage your customers’ installed base

For each customer, register the devices you’ve delivered into their Customer Workspace. Group devices by site using Deployments — one per physical installation.

• Managing Devices — Register and maintain device records
• Device Models — Define your product catalog once, reuse across all customers
• Deployments — Organize each customer’s sites
• Importing Devices — Bulk-load devices from CSV or Excel

Standardize service procedures

Create Work Templates for your standard service procedures — commissioning, preventive maintenance, inspections. These templates ensure every technician follows the same process, regardless of customer or site.

• Knowledge Hub — Build and store your service procedure library
• Work Templates — Define reusable task checklists

Automate recurring maintenance

Set up Strategies on each customer’s devices to automatically generate work orders for scheduled maintenance intervals. Customers get maintained on time; your team always knows what’s coming.

• Strategies — Configure time-based, usage-based, or anomaly-based schedules
• Strategy Types — Choose the right automation for each situation

Coordinate field service

Use Service Jobs to plan technician visits. Group all the work orders and cases for a customer site into a single Service Job so your team arrives prepared.

• Service Jobs — Plan and track field visits
• Work Orders — Document what was done at each visit
• Cases — Track incidents reported by customers

Enable customer self-reporting

Set up the Customer Portal for your customers so their on-site staff can report issues directly — no account required. Reports arrive as Cases in the right Customer Workspace.

• Customer Portal — Set up and manage the portal
• End-Customer Usage — How your customers’ staff submit reports

Recommended resources

Admin Setup Guide

How to set up a new Customer Workspace from scratch. Read the guide →

Best Practices

Patterns for managing multiple customers efficiently. Read best practices →

Roles & Permissions

Give your team access to the right Customer Workspaces without exposing data across accounts. Manage access →

Service Jobs

Plan and coordinate multi-device visits across customer sites. Learn more →