The dealer problem
OEMs depend on dealer networks for service and cannot see what happens in them. Dealers depend on OEM knowledge and cannot get it fast enough. Field Triage sits between: the OEM's indexed knowledge, scoped per dealer to the lines they are licensed for; the dealer's own notes, kept separate and labelled; and reporting that tells the OEM where the manual is thin and which dealers need training — without the OEM reading the dealers' work orders.
Scope
A dealer workspace sees manuals, bulletins and parts for its licensed product lines, and its own work-order history. It does not see other dealers' notes or the OEM's internal engineering material unless granted.
Reporting
Cases, escalation rate and second-visit rate by dealer, model and symptom. The symptoms escalated most across the network are the bulletins the OEM should write next.
Metering transparency
Every case is logged with a request id, the unit, the dealer and the technician before it is reported for billing. Dealers can be billed by the OEM or directly; either way the ledger reconciles.