Client Background

The client is a leading automobile battery supplier & service provider having 10000+ client base across globe and their information are maintained through a call centre located in the corporate office in Dubai. The call centre team assigns the service jobs with task ETA based tool to their 200+ on-field service technicians. So their requirement was to know the task assigned and its progress in providing quality service with quick turnaround time.

Business Need

As the client is from automobile battery supplier & service industry queries from their clients are to be addressed in right time in accordance with that monitoring and managing on-field schedules of the service technicians is a tedious task especially, when the technicians are held up in their past schedules. On the other hand, the call centre agents must be notified on the job progress of the technicians such that adherence to the planned jobs, Progress Vs Completion, Actual hours Vs Planned hours & service provided with spares changed are to be analysed which can be achieved using a robust automobile battery field service management software.

Solution Implementation

Trinetra iWay service field force mobility solution has been provided to the client, which serves as a quality schedule management tool that expedites service task management based on the ETA effectively. Different milestones have been set for on field technicians which helps the call centre agents to get notified on the job progress Vs current status, technician’s location, Actual Vs Planned hours with graphical reports and overall summary of the schedules of the day with an impressive dashboard. Trinetra iWay also offers a complete on-field business management solution in addressing the customer needs and enhances the on-field technician’s productivity, which in turn brings out their best performance using service person geo-tracking software with complete schedule management. With Trinetra iWay – Schedule tracking solution, schedule deviation can also be tracked and it also helps the technicians to be aware on task dues which eliminates schedule deviation of high priority tasks and keeps the call centre agents to be updated with the remarks and call status with ratings & instant customer feedbacks. As a result, the potentials are on continuous track in achieving the end to end quality of planned & unplanned service requests raised.

Benefits of the solutions

• Maximized Productivity from on-field technicians
• Instant Updates on Service with photograph
• Ensures Quality of planned & Adhoc services
• Centralised Monitoring & tracking of service people.
• Improve customer satisfaction
• Improved locations tracking, operations and performance.
• Improvisation in Support tickets closure with quick TAT.