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Field Solutions

Services and solutions for field operations, technical support, and customer service, backed by a robust technological infrastructure and nationwide coverage.

Comprehensive POS Management

We manage the entire lifecycle of payment terminals in the field, from deployment to decommissioning, using artificial intelligence to automate processes and advanced operational management tools.

Specialized Multichannel Support

Our Contact Center serves as the link between technology and the end user. Our teams provide specialized technical support, manage incidents, handle telesales, and coordinate field service calls to ensure that everything runs smoothly.

Technology and the Use of AI

We use artificial intelligence in our field service to ensure that payment terminals are always operational, providing an excellent experience for merchants and branch offices. From our solutions for automatic address and data validation—which reduce failed visits—to immediate support via 24/7 chatbots and voicebots, we’re able to act quickly and accurately from the very start.

Repair Shop

We have a network of laboratory centers located throughout the country (Madrid, Barcelona, the Canary Islands, and Mallorca) for the setup, repair, updating, and refurbishment of terminals, ensuring the availability and quality of payment devices.

Phases of the Service Lifecycle

A comprehensive operating model that covers every stage of the relationship with retailers, optimized with AI, with a focus on automation and the customer experience.

Pre-Intervention

Smart onboarding with automatic address validation, a chatbot, and web tracking to optimize the shopping experience.

Installation

Complete installation of the terminal, initial configuration, and on-site training to ensure an efficient startup.

Maintenance and Active Management

Continuous omnichannel support, iterative improvements, and data analysis to ensure service performance.

On-site technical support

Technical chatbot, smart manuals, remote diagnostics via MDM, and rapid escalation to engineering.

AI and Analytics

Demand forecasting, route optimization, automated dashboards, and advanced analytics with ORION.

Sales channel

Lead generation, sales support, and AI-powered assistants for generating and closing sales.

Hypercare

Active 30/60/90-day follow-up, predictive alerts, and a dedicated team providing priority support.

Withdrawal

Remote deactivation of the terminal, efficient reverse logistics, and sustainable end-of-life management.

ORION:

Integral management tools

Our ORION ecosystem of proprietary solutions includes tools for the comprehensive management of field services, call centers, lab repairs, and logistics.

ORION is designed to support a variety of industries, with a special focus on the payments industry, integrating fully with our clients’ systems to deliver excellence in service.

Field Solutions - Diusframi

Multi-Vendor Android POS Ecosystem

We have developed a comprehensive ecosystem for Android payment terminals based on a modular, secure, and multi-vendor architecture that enables the deployment of value-added services on any terminal.
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Smart Self-Management Solutions

In a cross-functional service, technology should be a means to an end; it should help break down barriers and provide solutions that allow our customers to easily access all the information they need.
At Diusframi, we consistently apply technology, integrating it into the various areas that support our services, with the goal of optimizing processes and improving our customers’ experience.

Impact Results

45%

Reduction in the number of "
" calls to the contact center thanks to proactive digital monitoring.

Field Solutions - Diusframi

Web Tracking

Real-time tracking of shipments and installations, with direct access from WhatsApp and integration with the Sophia platform, to provide full visibility into the status of each service call and streamlined communication with stores and offices.
Field Solutions - Diusframi

SophIA

An intelligent assistant with contextual documentation, offering immediate access to AI-generated tutorial videos and FAQs, that guides merchants through every step and increases the first-delivery and successful-resolution rates.

Sentimental Analytics

Diusframi tackles this challenge with Sentimental Analysis, our AI-powered automated audit platform. This system is capable of analyzing 100% of calls accurately and in record time.

Sentimental Analysis analyzes tone and wait times in real time, validates scripts, detects risks and opportunities, and triggers dashboards and automatic alerts to improve quality, compliance, and decision-making.

Field Solutions - Diusframi

Impact Results

100%


Call Analysis: Automatic auditing of 100% of calls using our Sentimental Analytics solution.

At Diusframi, we support acquiring banks and merchants throughout the entire POS lifecycle— from technology to operations, and from artificial intelligence to incident resolution.

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