Influential mobile field force solution supports service manager to allocate the right schedule to the right technician, based on skill-set, location, and availability, to proactively improve adherence and on-time customer ticket closures.
Introduction
Trinetra was approached by a company catering to the textile industry, for coming up with a solution with regard to addressing pain points faced by their technicians working on their field service teams. Their service technicians on the field are not monitored properly and didn’t maintain their service visits according to the schedule they planned. Their problems have a solution in the Mobile Field Force Tracking Software of Trinetra iWay. With a supporting mobile app for the field force management system the right field technicians can answer service calls as per schedule, and Trinetra can customize the system for the client.
The Problem Outline
Following a discussion with the client, the Trinetra team identified their pain points and analyzed the factors involved. Managers were unable to know the precise location of their technicians. Field service managers found that the Planned Vs Actual Duration for ticket closures is not adhered to.
The managers were unable to get feedback from the Customers after the service ticket is closed. All this would affect the daily performance of tasks and the achievement of service targets. Another factor was they were unable to allocate the service schedules to the technicians based on their location and skill-set, ie. to allocate the right technician to the right job, Trinetra can resolve all this with the customized solution- Mobile Field Force Tracking Software.
The Solution Summary
The Trinetra iWay team customized the field force management software to help service managers receive instant customer feedback with the photograph, via the field service management app. The solution also helps to improve the field service technician’s adherence to the planned duration for direct service visits besides monitoring using GPS to know the current location and schedule of the service technician individually. It helps to develop the right schedule for the right technician, based on skill-set, location, and availability,
The supporting mobile app helps to satisfy the customer with the best quality service by addressing the prime challenges faced by the field service teams. The solution helps service executives to visit the sites on time and to ascertain the count of service ticket closures, that are needed to be increased on daily basis. The software solution also helps to automate the complete support process in a highly competitive market that has also seen disruption and turbulence in recent times.
The field force tracking software is built on a tightly integrated platform, to know the schedules and customer feedback with ratings & photographs. It helps to know a technician’s current location with the status – available or engaged. It makes your field service managers aware of the direct visit with updates on a real-time basis and on the go. They can manage and monitor all the schedules online, tracking with location and progress of the schedules on a real-time basis. Trinetra’s highly flexible application can be customized and modified based on needs and requirements. As a cloud computing solution with web-based applications, this makes it easy for monitoring from anywhere and at any time with the support of the mobile application.
Client testimonials
“The Trinetra field service management system supported by the mobile app has helped our company to automate several tasks and streamline our service delivery. The application provides us with good insight and visibility of the performance of our field force. It helps them to become more efficient and in improving customer satisfaction”. – Head of Service.
To be acquainted with TRINETRA’s customized solutions for field service, make the request for a demo online. We will arrange it at your convenience and our team will be happy to discuss what your requirements are. Browse for more information and details of Trinetra iWay software applications and also related modules via this website.
