The client is a multimodal textile machine manufacturing company, catering to 5000+ clientele nation-wide, has its head office in Mumbai. The company faced the challenge of managing support and providing on-time service to their end-user clients. Adhering to the committed date is very crucial in the case of their Category-A clients. Another challenge was in the updating of on-field executives on the open support, tickets and services being provided using real-time notifications. Trinetra iWay’s mobile field service management software provides the right data of – when the support was raised, with the EDC, and the impact of open support to the service team by the sales team on the go.
The Business Requirement.
The main focus of the client, who is part of a leading revenue generating industry, as a multimodal textile manufacturer, with a team of sales and service executives working on-field serving customers, was to give the support teams the right data on the open support, based on the updates from the customers during direct visits and the repeat orders business can be focused from existing customers by the sales team. This info impacts the client satisfaction level by closing complex services quickly. So, the client required a mobile app with effective notifications on schedules related to open support and services to provide to the service technicians on-field.
The Solution Implementation.
The Trinetra iWay team recognized that for the client’s need, an automated system with productive service executive scheduling application plays a vital and fundamental role for growth and reputation. As the company operated many service team country-wide, without advanced mobility solution, they badly needed a complete view and insights into the opportunities and support of existing clients, to strengthen revenue generation via repeat business.
With TrinetraiWay’s service team empowerment application, service teams get instantly notified on open services through schedule push notifications which would influence on support closure with quick TAT and boost service force productivity. The main challenge was to bring agility on the field, by providing important support information and updating the same on-the-go, whenever and wherever needed. The executive at field can also add comments, upload photograph and sign in the given field. With the help of Trinetra iWay history with feedbacks in the mobile app, the teams can be informed about past feedbacks on various repeated services done. A solution that ensures the entire tree: Customer Satisfaction, service with quick TAT & prevention of time consumption.
Customer Centric reports with ratings and feedbacks of the completed services supports to identify productive employees and reward their hard work. Now the sales team can achieve the target through more repeat orders and the company implemented the solution to sales team also which boosts up the revenue 3X times with efficient sales and service teams globally.
Benefits of the solution
- Automate, Be Productive, Close More Deals services faster, effectively.
- Sales team wins repeat orders through satisfied existing customers.
- Reward Hard work to improve efficiency
- Quick analysis of self-performance by service persons.
- Improved Customer Satisfactions
- Improved visibility into on-field service operations.
- Avoid deviation in completion of high priority service calls.
- Reputation in Service Industry