Organized and Structured Mobile Field Force Solution enhances On-Field Technicians to adhere to the committed quality with a quick turnaround time to increase the customer satisfaction by 80 – 90%.       

 Introduction

The client who Is a manufacturer of spares has a large service team in the field to attend to the calls of their customers covering the length and breadth of the country. They approached us to solve some of their problems in managing their service field force deployed across the country. The client wanted an automated solution to resolve the service tickets raised by customers during the contract period. The software application they were looking for would assist the service teams and the management in resolving the service requires more efficiently with a focus on the automobile spares and kitchen equipment industries they are catering to over large territories in a competitive market.

 The Problem Outline

Our team was considering the pain points and problems presented by the client to develop the automated solution to provide an instant solution to tickets raised for service. The solution should have the details of spares that have to be provided to the client service call and to confirm that the customer is satisfied when the service is completed. The application would support the service managers to close a high count of tickets per day.

The solution would provide the platform to update/know the spares required for a service ticket closure and also addresses the difficulty faced by the service engineers that is related to the ticket closure immediately. Thus the software will help to take quick action to provide the best solution for a customer before any competitor interference. The software they are seeking is an organized and structured Mobile Field Force Solution that enhances On-Field Technicians to adhere to the committed quality with a quick turnaround time to increase customer satisfaction by 80 – 90%. Field Service Executives needed to confirm that the customer is satisfied to close the ticket on the spot with the help of the application.

 The Solution Summary

Based on our Field Force Management Software we customized an automated solution for the client that would quickly improve the consistency of the daily ticket closure counts in their Pan-India operations. The software solution made for them would get support for field executives instantly by managers with also best solution on-the-go to resolve the service ticket raised.

The software would also organize a clear structured hierarchy of field force teams with the intelligent mobile field force solution deployed. This solution works on an exclusive platform hosted on the internet and helps to get updated info on the schedule summary reports of the field service team at the end of the working day.

The application would improve the customer satisfaction levels with the quick closure of tickets raised for executives on the go. The customized and optimized service management software would make the deployed field service executives aware of spares in hand to help provide the expected date of closure of tickets raised. The solution is a user-friendly solution made specifically for your industry vertical with domain expertise in field force management.

Outcome / Result

• Manage and Monitor all the schedules, tracking with location and progress of the schedules on the real-time basis
• A user-friendly solution made specifically for your industry vertical
• Use the Domain expertise in field force solutions implemented PAN-India
• Real-time exception handling of the executives, effective schedule summary reports and productive schedule management with instant customer supports

 

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