The Client

The client is a reputed company in industrial machines service industry providing services to different types of CNC machines like HMC, VMC, etc. with a Pan-India network and operations with corporate office in Hyderabad. Having been in the field for more than 10 years, they are planning to expand and tap markets across the globe with a best service automation software. In order to best utilize their teams at field, they intend to implement a strong service tasks management solution aligned towards their goals, objectives and mobile service resource management.

The Business Need

As the client was planning to setup international operations with efficient on-field executives for their CNC machine sales and service operations, they were in need to implement service technician monitoring system across their organization to help them move faster forward to the next level in their global CNC machine servicing business. The focus was mainly on service request closure target achievement & CNC machines sales target achievement. As the monthly service and sales target achievement did play a major role in increasing the annual revenue generation, the sales and service teams has to make productive self-plans with best customer management software to convince customers for achieving quick service tasks closure and win repeat business from machine shops with more value additions.

The Solution Implemented

As most of the industrial machines servicing industry deviate from their monthly sales order & service request closure targets, it reflects as deviation in achieving their planned yearly revenue generation too. The root cause of this deviation was the lack of daily self-plans by the on-field Executives and allocation by the Sales & Service Managers of Schedules with a user-friendly task management software. Trinetra iWay – Service force empowerment app has offered a service executive tracking solution to this, by providing an efficient service schedules management mobile app with an Executives Module wherein the on-field Manager can view the current status of both planned and unplanned Schedules of the executives on-the-go & assign jobs to the executives from the mobile app on-the-go.

The Service & Sales Managers, based on the work-loads, can reallocate and balance the work-load amongst on-field executives with an effective schedule management application. This will help the company achieve its monthly service tickets closure and sales targets. Consequently, to plan expansion globally the sales and service teams need to have a complete view and insights into the opportunities and of the support needed by existing clients with productive service team management app. They also need to know what can strengthen revenue generation while achieving monthly targets. By automating the service and sales process, the client was able to increase their revenue via arresting support hours highly, on-table conversion, increasing AMCs from CAT-A customers and repeat business.

Benefits of the solution

• Automate, Be Productive, Close More service requests.
• Quick closure of high priority open supports.
• Instant upload of the photograph of service provided.
• Improving Customer Satisfaction.
• Improved locations tracking, operations and performance.
• High valued repeat orders from existing customers
• Effective utilization of service technicians & sales executives.