Machinery manufacturing
60/month
Spreadsheets, manual production tracking, paper service logs, external invoicing
MattressTek is a UK-based machinery and automation company serving the global bed and mattress manufacturing industry. It designs and builds foam-processing equipment, stitching systems, cutting units and a wide range of conveyors that turn, flip, rotate and move products along a factory floor. All machines are designed, built and tested at its Lancashire facility and shipped worldwide, with nearly 70 percent of its business coming from exports. MattressTek's systems are built to reduce downtime, ease operator effort and help manufacturers maximise output in limited space.
Alongside manufacturing, MattressTek also provides ongoing support for the machines its team installs. This includes one-time service visits, warranty support, repairs, upgrades and general maintenance work. They also perform scheduled servicing when required, although most of their service calls are raised as and when needed rather than on a fixed schedule.
MattressTek’s work begins the moment a customer shares what they need. Each order is reviewed by its team, who translate the requirements into tasks for fabrication, electrical assembly and fitting. Some machines are built to order with custom features, while others follow familiar build patterns that they produce regularly. From there, different departments work in sequence to make the parts, assemble the machine, test it and get it ready for delivery.
After a machine leaves the facility, the support continues. Customers contact MattressTek whenever they need repairs, upgrades or routine maintenance. The service engineer visits the site, records the work completed, notes any parts used and guides customers on what needs attention next. This ongoing servicing plays an important role in keeping machines running well and building long-term customer relationships.
As the business expanded, MattressTek began facing several challenges:
Production planning relied on spreadsheets, emails and information spread across different departments, making it hard to maintain a shared view of timelines.
Delays or changes during the build process were not always visible to the teams that needed that information.
Engineers used handwritten paper logs for servicing, which made it difficult to track work or refer back to past jobs.
Multi-visit service jobs were hard to piece together because details lived in different places.
Preparing invoices required pulling information from scattered sources, increasing the chance of missing or incomplete details.
With machines installed across the UK, Europe and the United States, the lack of a central system made it challenging to provide consistent and well-documented service.
The team needed a more organised and reliable way to manage production tasks, service work and machine history without adding extra administrative work.
MattressTek chose Zoho FSM to bring more structure and clarity to the servicing side of the business. Service requests are added into the system, estimates are created and then converted into work orders once approved. Its director sends the estimates to customers externally, but all the details are still recorded inside FSM. During each site visit, the service engineer uses the Zoho FSM mobile app to note the work completed, add the parts used and capture customer signatures. Every job results in a clear service report that later becomes the main reference point for the firm's internal invoicing process.
The team also uses Zoho Projects to organise the steps involved in building each machine. Their production manager and different departments update tasks manually, allowing them to track progress and understand what needs attention. Zoho Projects supports the build process and FSM supports everything that happens after installation, giving MattressTek a complete way to handle both production and servicing.
Zoho FSM replaced scattered paper logs with a single, structured system, giving the team a clear and reliable view of every machine’s service history.
The mobile app ensures the engineer documents work in real time, which has made service reporting far more consistent and dependable.With FSM handling automated scheduling and dispatching, LuxerOne reduced the time spent on manually assigning jobs. Dispatchers no longer had to go back and forth through emails or calls, and technicians received real-time notifications, ensuring quicker response times.
Service reports now capture the full details of each visit, giving the team the information they need to invoice accurately and avoid missing work or parts used.
Multi-visit jobs and follow-ups are easier to manage because everything is recorded in one workflow, reducing the chance of gaps or oversight.
With everyone accessing and updating the same information, servicing has become more organised, faster to manage and easier for the whole team to track.
"Before Zoho FSM we relied on paper logs and spreadsheets. Now everything is centralised and easier to manage. We’re very happy with Zoho FSM. It works the way we need it to for managing the servicing side of our business."
MattressTek plans to strengthen the connection between production and service so that the handover from installation to ongoing support is even smoother. The team is also exploring ways to refine their reporting inside FSM as they continue to build more service data. In the long run, they aim to use these insights to plan maintenance more effectively and support customers more proactively as their global footprint grows.