The Client

The client has Pan-India operations as a home appliances servicing company with the authorized office in Mumbai, Tamil Nadu. They are planning to expand their market on a global scale and started up branches in UAE, South Africa & Qatar, having been operating in the field in India for more than 10 years with 500+ service technicians. To align their field service teams towards the company’s goal, they are planning to have an on-field service process automation solution implemented throughout the company.

The Business Requirement

As a home appliances servicing company, the client needed an on-field service executives task automation solution to be implemented to support them to go up to the next level development. Automation with a best service management software across the organisation will play an important role in hiking up their revenue generation per year. The company has found that a large number of customers needed an instant solution to the problems faced in using a product, especially so for home appliances. Focusing on the market for the service industry, their aim is to achieve their targets by more monthly closure of open cases with on-field home appliances service experts.

The Solution Implementation

Most companies operating in the home appliances service industry today deviate from achieving their monthly targets aimed at case closures quickly. This in turn reflects a deviation in accomplishing planned targets yearly, aimed at revenue generation. Although the client is providing service to customers with liberal offers, they lack in providing the instant and qualified solution which is the prime factor to increase the customer satisfaction. This becomes a barrier for their revenue growth & market sustainability.

The root cause for their deviation, is the lack of a daily self-plan by the field service executives with a user friendly service task management app. Also there’s a flaw in the scheduling by the service manager to the executives on-the-go, leading to an impasse to efficiently complete the assigned service tasks, on time and with high quality.

This is where Trinetra iWay’s mobility solution for home appliances service industry, with schedule management & location tracking features & other value added features, helped the company to resolve cases and recover relationships to gain customers for life. The service executive tracking software provides a GPS supported mobile application with an Executive module using which service managers can view the current status of planned and unplanned schedules, assigned to the executives on-the-go & assign the jobs to the executives based on the location tracked in their mobile app which results in high closure counts of the service daily.

Consequently, members of the service team also can have a complete view and insight into the support extended to existing clients with impressive graphical reports. This also helps achieving monthly targets of case closure, which then goes to improved revenue generation, as Trinetra iWay supports the executives as a self-performance improvement tool. Having automated their service process, the client increased revenue with qualified support and more case closures daily with quick TAT.

Benefits of the solution

• Automate, Be Productive, Close More service requests.
• Improving Customer Satisfaction.
• Quick Analysis of self-performance
• More service tasks closure daily as a team
• Improved locations tracking, operations and performance.
• Instant customer feedback of service provided.
• Close repeat cases before targeted duration with past history