A major textile machinery distributor & servicing company was facing the problem of recurring services and ad-hoc services in Hyderabad & Vijayawada and Tamil Nadu. The company had to streamline customer queries, customer history and keep their internal team of 50+ executives updated regarding this. They had to avoid delay in service and prevent cost of operations from rising. Due to lack of service history, instant updates to manager related to service, each service query, even though similar to service requests already addressed earlier, was considered as new query and the solution too framed for each query and to overcome the same they are in need of Service tasks management solution.
The Business Need
The client is a leading textile machine distributor & servicing company where they had to address every service issue with quick TAT and complete the service on time. The internal updates regarding the service history of a machine would help the service technicians to complete the service on time. So, service engineers need an effective service schedule management app where all service details of the particular machine and also the solutions provided to similar issues. The client requested for a user friendly service person tracking mobile application to access past history of services and of the solutions provided for similar issues, all made available to the service personnel in the field, in order to satisfy the clients with quick TAT of service.
The Solution Provided
The client having a market spread all over India, has a large crew of service technicians to provide regular, recurring and ad-hoc services, for a huge customer base of 6,000 across India and planned to expand the market in Dubai, Saudi Arabia, Kenya & Qatar. Without past service history, every service was accepted as a new support. This increased utilization of time and resources really increased operational costs.
Trinetra iWay – Service Team Management Solution provided the client with the powerful Service technicians monitoring application, where all customer details and service history can be maintained in a single platform. It made it easy for on-field service technicians to identify identical service, done earlier by other technicians by its past history. So, the time taken for problem identification and solution will be reduced. Timely support and quick TAT in completing the service with high quality delighted the customer.
Trinetra iWay enhances the feasibility of monitoring service performance reports & customer satisfaction. Technicians get real time notification the moment a support request is raised by a customer to the admin over effective customer relationship management software. The application can fetch real-time status like customer location, machine details, customer feedbacks with photograph upload etc., based on what next steps to be taken.
Benefits of the solutions
- Maximized Productivity from on-field technicians
- Instant Updates on Service with photograph
- Service tasks Plan Vs Progress Status report
- Centralised Monitoring & tracking of service people.
- Improve customer satisfaction
- Improved locations tracking, operations and performance.
- Improvisation in Service tickets closure with quick TAT.