Potential Mobile Field Force Solution enhances On-Field executives to be aware of collection dues in advance to collect payments on time which increases cash in-flow.

Introduction

The client who approached us hails from the home appliances sector and caters to a vast population of customers. A leading player in sales and service of appliances, like water purifiers and washing machines, they have a market extending all over the country. They wanted to improve upon their sales and service operations besides improving the communication between on-field teams for improving the efficiency of both their field service and field sales executives working across the different locations they cover.

The Problem Outline

The client-focused on the home appliance segment has teams of field executives to look after the sales and service of their product portfolio, working in a competitive market, spread over large geographical zones. To improve the efficiency of their field executives involved in sales and service, they were on the lookout for a software solution to address their pain points and improve sales and service operations. The client wanted their On-Field Executives to be aware of collection dues in advance, to collect payments on time which will help increase cash in-flow for the company.

Further, the managers wanted to have a quick analysis of the service request on the go, to derive a solution easily in a working day. They wanted to have the complete progress of the service schedules with remarks at hand at the end of the day and to confirm that the customer is satisfied with the service with ratings

Service managers wanted to get an accurate update of the services completed for each and every zone covered by the service technician. This also confirmed that their executives have visited the customer at the location as per the plan or Schedule. The client wanted to quickly improve the consistency of service closures across all zones. The managers on the go, using the software, should be able to instantly support with the best solution to the field executives. Managers also wanted to organize a clear structured hierarchy for the field force teams with an automated mobility solution.

The Solution Summary

The Trinetra team after the briefing set out to address the pain points, so they offered a customized and optimized solution to the client. Trinetra’s field executive management solution was offered as tweaked to their requirements and to address their pain points effectively. The client is provided with an exclusive platform to get an updated schedule summary & reports of the field force teams at the end of the day.

The client could Improve on customer satisfaction and generate more new repeat & referral orders even during the critical COVID-19 pandemic situation. The solution makes the field executives aware of the history of solutions provided to different complex service requests to make service calls more effective. Managers can manage and monitor all the Schedules generated, tracking with location and progress of the Schedules on a real-time basis. With mobile app support, On-Field Executives can see data on collection dues in advance of the visit, collect payments on time, and help increase cash in-flow.

The domain expertise gained in field force solutions implemented in Pan-India and Middle East markets provides real-time exception handling of the executives, effective schedule summary reports, and productive schedule management, with instant customer support and related reports. The software application provided to the client incorporates a user-friendly solution made specifically for their Water Purifier service vertical.

Outcome / Result

• A distinct platform to get updates on sales/service schedules, plus summary reports of the team with customer feedback.
• Improve customer satisfaction helps to generate more repeat orders
• Makes executives and managers aware of on-field tasks/achievements on the go
• Helps to make self-proactive action plans to achieve better results.
• Effective & user-friendly solution made specifically for client’s requirements.

Client testimonial

“This partnership with Trinetra has changed our approach to executing service-oriented delivery across the company. It has improved the dynamics of how we engage with our customers by our managers and field executives. With Trinetra’s solution, we have streamlined workflow for efficiency and given value-added service to customers and dealers.” – Head of Service

For a better understanding of the customized solutions that TRINETRA can offer, request for a demo and it can be arranged conveniently. We will be also happy to contact you to discuss your requirements, as soon as possible.

Get more details about Trinetra iWay software applications and the related modules by visiting our website.