Introduction

The client is a reliable service provider of after-sales service, deploying teams of field service executives and technicians with Pan-India operations, attending to domestic appliances and consumer electronics products of reputed brands, on contractual basis. They approached Trinetra to solve their problems of coordination and productivity with an appropriate software application

The Problem Outline

After having a talk with the client’s field service managers, our team identified their pain points.

• Lacked visibility and delay in tasks of the field service executive
• Wanted to monitor, alter and streamline field executive’s schedules in real-time
• Management needed a real-time tracking mobile app with location, for planning
• They needed to trigger messages and alerts via the web app and mobile app
• Needed to automate tasks to get more out of smaller field service team

 The Solution Summary

The interaction brought out their requirement for a web-based solution that is capable of automating the schedules of all field service executives. This is made possible by a scalable, customizable field force management system that is accessible on both mobile apps and web apps. Users are registered and given credentials to use the app.

This customizable application helps to automate tasks to manage and monitor field activities in real-time, with data on the location and status of schedules, as assigned to the field service staff. This monitoring system enabled with GPS tech (location tracking) also enhances the safety factor for all stakeholders. The web-based app also stores all information online in a centralized platform, accessible by stakeholders with authorization or credentials. The improved response to customer service calls positively increases customer satisfaction.

A substantial reduction of service personnel is possible with automation, as assigned tasks are done in lesser time and effort. The field employee tracking system helps manage the service/repairs schedules on a daily basis. It enables immediate alerts on non-compliance or deviation. Multiple alerts can be triggered across the Web Dashboards and mobile apps.

The software offers various kinds of report generation for managers to get easy visibility over field operations and activity. The software has a geofencing feature that is used to set geographical boundaries to help assign tasks and track attendance. The software can be integrated with HR and Finance departments if required, to generate daily reports for more visibility and analysis for planning.

Results

• Transparent communication made between users
• All data is accessible at all times and stored securely
• Avail accurate, updated info on work status.
• Predictive analytics aids in optimizing, and scheduling service tasks
• Mobile app support for convenience, safety, and efficiency
• Better time management helps reduce manpower requirement
• Updated reports are done online, both promptly and remotely

 

Customization of field employee management software can be done as per requirements. Send a request online for a demo to be arranged at your convenience.