The client has Pan-India operations as a home appliances servicing company. They are planning to expand their market on a global scale, having been operating in the field in India for more than 10 years. To align their field service teams towards the company’s goal, they are planning to have a process automation solution implemented throughout the company.
The Business Requirement
As a home appliances servicing company, the client needed an automation solution to be implemented to support them to go up to the next level development. Automation across the organisation will play an important role in hiking up their revenue generation. The company has found that a large number of customers needed an instant solution to the problems faced in using a product, especially so for home appliances. Focusing on the market for the service industry, their aim is to achieve their targets.by more monthly closure of cases.
The Solution Implementation
Most companies operating in the service industry today deviate from achieving their monthly targets aimed at case closures. This in turn reflects a deviation in accomplishing planned targets yearly, aimed at revenue generation. Although the client is providing service to customers with liberal offers, they lack in providing the instant and qualified solution expected from them. This becomes a barrier for their revenue growth too.
The root cause for their deviation, is the lack of a daily self-plan by the field service executives. Also there’s a flaw in the scheduling by the sales manager to the executives, leading to an impasse to efficiently complete the assigned service tasks, on time and with high quality.
This is where Trinetra iWay’s mobility solution, with value added features, helped the company to resolve cases and recover relationships to gain customers for life. The software provides a GPS supported mobile application with an Executive module. The sales managers can view in this module the current status of planned and unplanned schedules, assigned to the executives on-the-go.
Consequently, members of the service team also can have a complete view and insight into the support extended to existing clients. This also helps achieving monthly targets of case closure, which then goes to improved revenue generation. Having automated their service process, the client increased revenue with qualified support and more case closures with quick TAT.
Benefits of the solution
- Maximizing productivity.
- Improved visibility into operations and performance.
- Instant updates on service.
- Effective utilization of assets/resources
- Increase in the revenue trend.
- Gaining Customer satisfaction.