Organized and Structured Mobile Field Force Solution enhances On-Field Technicians to adhere to the committed quality with quick turnaround time to increase customer satisfaction by 80 to 90%
The client is a major manufacturer, with a nationwide footprint, with interests in Automobile Spares Manufacturing, Industrial Switches, Weighing Machines & Textile machinery spares, who was facing issues in providing quality service and in closing the tickets raised for service in quick turnaround time.
The Problem Outline.
When tickets are raised against the issues or complaints made by a customer or client, the company was unable to know whether executives attending the call had done quality service as per the planned hours. The managers were unable to know the root cause of the repeated service requests from customer. They were unable to consolidate solution updates that were recorded in the past for very similar service request. They wanted to know the duration of the ticket closure and whether they adhered to the planned hours. A quick turnaround time also ensured better customer satisfaction.
The Solution Summary.
The Trinetra team studied the pain points in service and offered a digital solution to their problem by providing the field service team management software, with customisation
The solution also helped to reduce the repeat service request from the customers. This increased unnecessary man hours as they wanted to improve productivity of the on-field technicians. The solution has to satisfy the customer with quick ticket closure and with quality solution. They wanted to reduce service tickets by finding out the root cause of the issue through instant updates on service completed and the ratings by customer feedback.
The software provided is a tightly integrated platform to know about schedules and customer feedback with ratings and photographs. It makes the executive’s service performance better with service visit closure daily with the qualified solution. The solution helps managers make the job allocation for high priority service jobs on-the-go easy.
Advantages of the Mobile Field Force solution:
- Track employees with location, manage and monitor all the schedules and update progress of schedules in the real time.
- Task oriented solution made for you, specific for Service industry with mobile app integration and feature to automate tasks.
- A user-friendly and customer centric application, customized and modified based on your needs and requirements.
- Cloud computing solution with a web-based application makes it easy for Service Managers to monitor from anywhere and at anytime
Outcome / Result
- Field Service Managers can now manage and monitor all schedules, track field executives with location and know progress status of the schedules in real-time.
- Time duration for every ticket closure and deviation tracked with the application
- Update data, customer feedback and info instantly communicated.
- Based on service technician’s location and availability, allocation and reallocation of tasks/service schedules
- Easily manage parts inventory for service using reports.
Obtain all information about solutions we offer by requesting for a demo. Our executives will be pleased to contact you to discuss on your requirements in a short time.
For more details about Trinetra iWay’s application and modules, please go through our website (https://www.trinetraiway.com).
- Implemented in 15+ countries with 13000 active mobile app users
- Improve management and visibility of service technician by 60%
- Improve schedule management by 70%
- Improve productivity & benefits by 90%
- Organised and Professional Management of your service team
- Improve time management by 40%
- Improve quality of the service completed by 90%
“The team understood our pain points quickly and the solution they provided for service, when implemented, did the job better than we expected”.
– Chief Service Engineer