Client

The Client is a leading textile machinery manufacturing & servicing industry, where the installation and service of machineries were done across India on day to day basis with a team of 125+ executives, so requirement based knowing the service executives visit activity along with the key aspects on service task management for their business development is crucial. As of now the client is planning to expand their market in UAE, Qatar, AbuDhabi, etc.

Requirement

Client being one of the highest revenue generating company in Textile machine manufacturing and servicing industry with the 125+ service executives on field among their customers, on-field executive’s faced difficulty in completing the service with quick TAT and their achievement is decreased, also executives need to check the active service schedules in their location. So the client requested an effective service task management mobile app to monitor and manage their service executive and engage with the internal team to give better achievements in support/service tickets closure on-time.

Solution offered

Trinetra iWay – Textile machinery service technician monitoring solution recognizes that the reputation of the company is no longer in the hands of customer service teams and that improvisation in communication process within the organization are equally responsible for delivering a great customer experience in service tickets closures with quick TAT. Additionally, the client was facing challenge in accessing service schedules information from multiple locations can be cumbersome and inefficient in closing the service against the planned hours in application. Trinetra iWay – Service Tasks Management Software is a best in class example where customer service teams collaborate together to handle consumer responses through efficient customer relationship management mobility solutions and get service process improvised and organized.

With Trinetra iWay On-field Service staffs tracking mobile application client can record all the service call closure remarks in order to have a better analysis on their service log. Trinetra iWay – Instant Service Solution assists them not only to monitor their job progress; it also provides an efficient resolution module to have better insights on the service provided by their executives earlier against the same request raised. The executive in field can also include their comments and sign in the given field with a photograph through which the managers can take the update related to spares and services provided. With the help of Trinetra iWay – Service team empowerment solution, the teams can be mentioned about the past feedbacks on various repeated services done.

The client now planned to implement Trinetra iWay – Sales Schedule management app to their sales team of 50+ sales executives also.

Benefits

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