To adhere & honour the clients’ request with a committed turnaround time, by providing a powerful Mobile Field Force Solutions to field technicians that improves schedule plans.
Introduction
We were approached by a leading Home appliance manufacturer to address the pain points they are sufferings. They were catering to a large customer base over wide regions. The home appliances sold were committed to after sales service by the company and they had a team of field service executives to manage this customer service experience and task on a daily basis.
The Problem Outline.
The problem lies in the area of customer service where tickets are raised against the issues or complaints raised by a customer or client. The company was unable to know the actual duration of a ticket closure and whether the planned hours for ticket closure has been adhered to or not. They wanted updates on info and customer feedback after the closure of a service ticket. They were also unable to allocate service schedule to the service executives based on their location against the customer request received and prioritised.
The Solution Summary.
After studying the requirements and pain points Trinetra offered the digital solution – field service team tracking software, with customisation to satisfy the customer with quick ticket closure via a quality solution. The solution also helped to reduce the repeat service request from the client which increased unnecessary man hours and wastage. It also assisted the administration to automate the complete servicing process in a highly competitive market and improve productivity.
Added advantages of the application:
- It helped to manage and monitor all the schedules, tracking employees with location and updated progress of the schedules on the real time basis
- A user-friendly solution made specific for the Service industry with mobile app integration
- A Highly flexible application to customize and modify based on company’s needs and requirements at any point of time
- Cloud computing solution with web-based application makes it easy for monitoring anywhere and anytime for Service Managers
Outcome / Result
- Helps Field Service Managers to manage and monitor all the schedules, tracking field executives with location and progress status of the schedules on real-time basis.
- Mobile app integration provided data and feedback in real-time for better efficiency and improve customer satisfaction
- Time duration for every ticket closure and deviation could be tracked and recorded with the application
- Updated data, customer feedback and other info instantly transmitted.
- Easy allocation and reallocation of tasks and service schedules based on technician’s location and availability
- Easy parts inventory management inputs through reports.
For more information about the solutions we provide please request for a demo. Our team will happy to get back to you to discuss your requirements, as soon as possible.
More information and details about Trinetra iWay application and modules are available at our website (https://www.trinetraiway.com).
Highlights:
- 15+ countries implemented; with 13000 active mobile app users
- Improved sales order closure % during COVID situation
- Improve executive’s management and visibility by 60%
- Improve schedule management by 70%
- Improve productivity and benefits by 90%
- Organised and Professional Management of your Delivery Teams
- Improve time management by 40%
- Improve repeat order business by 90%
Client testimonials
“This software has helped us to automate and streamline our process digitally, providing great visibility and insight for our managers and even customers, saving us time, costs and expenses”.
– Sr. Branch Manager
