The Mobile Field Force solution provided to field technicians improves the schedule plans with a committed turnaround time and responds to clients’ requests quickly.
At Trinetra we were approached by a prominent elevator manufacturer to address the pain points that they had identified in their field operations. The client who also operates in the AC industry and industrial machine service caters to a large customer base spread across the country. The elevators sold, come with an after-sales service contract drawn between the company and customer. The client has a team of field service executives to manage their service and maintenance commitments. The service teams attending to this task know customer experience is important for the company. The client actually wanted to improve upon this for many reasons.
The Problem Outline
The problem area in customer service is reflected in the tickets raised against the issues or complaints made by customers or clientele. The company’s Service Manager couldn’t know exactly the duration of a ticket closure. Adherence against the planned hours for a ticket closure could not be found out properly by the manager. As updates on information and customer feedback after the closure of service, the ticket was also unavailable. Service Managers were unable to allocate to field service technicians a service schedule that’s based on location, mapped against all customer service requests received over a period.
The Solution Summary
The Trinetra iWay team considered all the requirements and pain points to help draw up the proposal for our client. What they needed is field force schedule management software, a digital solution that can be customized as per their requirements. It helps to improve customer satisfaction by closing service tickets on time with a quality solution that helps to receive instant customer feedback with photographs attached. This system helps to improve the adherence to the planned duration assigned for closing a ticket.
The solution also supports the management to automate the complete field service process as required in a highly competitive market and to improve their productivity. Managers get to know the schedules and know about the executive’s current location, with the status of available or engaged field executives. The software makes service managers aware of service job updates on a real-time basis, even on the go.
The field force schedule management app helps to know the current schedule and location of the service technicians instantly. It also helps to reduce repeat service requests from a customer which will increase man hours’ wastage unnecessarily. This tightly integrated platform aids to Manage and Monitor all the schedules, tracking with location and progress of the schedules on a real-time basis. By adopting this highly flexible application, managers can customize and modify tasks based on the needs and requirements of the hour.
Being a Cloud computing solution with web-based applications, it makes it easy in monitoring from anywhere and at any time. A user-friendly solution made specifically for the Service industry with mobile app integration, this field force schedule management software solution helps to manage and monitor all the schedules, tracking employees and progress of the schedules in real-time with location data.
A highly flexible application to customize and modify, it can be adapted based on the company’s needs and requirements at any point in time. As a cloud computing solution with web-based applications, it is easy for monitoring from anywhere and anytime for Service Managers on the go.
“Trinetra has helped us to automate and streamline our field force management system, with an application offering greater visibility into operations better insight for managers and saving time, costs and efforts”.
To get a better understanding of TRINETRA’s customized solutions you can, request a demo and it can be arranged at your convenience. Our team will be only happy to contact you to discuss, as soon as possible, your requirements. Get more information and details about Trinetra iWay software applications and the related modules, by visiting our website.
• Implemented in 15+ countries, with 13000 active mobile app users
•Improve the daily client facing schedule counts percentage
• Improve executive management and visibility by 60%
• Improve schedule management by 70%
• Improve productivity and benefits by 90%
• Organised and Professional Management of your team
• Improve time management by 40%
• Improve repeat order business by 90%