mobile solution for service support team
TRANSCRIPT
An I nnovat i ve Mob i l e
So lu t i on
For Se rv i ce Eng ineer s
Establishing training needs
of support engineers
Availability of Support
Engineer at the right time
Recording uptime and
downtime for any complaint
Keeping them on their toes,
taking customer signatures
Authenticated conveyance
reimbursements to the engineers
Achieving service targets
• Optimizing the support function by maximizing complaints
handling and minimizing cost while maintaining the company’s SLA
of maximum down time
• Lack of visibility of the field staff with regards to
productivity/efficiency, who is most efficient and who is least
efficient becomes difficult to establish due to lack of system
• Managing attendance records of the people reporting for work
directly in the field
• Lack of proper work related reporting – A report which is really
authentic, honest and most importantly ‘Timely’ so that any
corrective action could be taken instantly
• Authentic conveyance vouchers
• Extra-time working calculations
• Objective incentive calculations based on objective target setting
• Improves productivity & efficiency amongst field and office teams
• Pushes transparency & accountability to a much higher level
• Instant visibility to Management on service related
activities/initiatives
• Improves the speed of flow of information from employees in the
field to their respective reporting heads
• Quick traceability of employees in the field
• Has positive impact on the expense reimbursement for
conveyance bills for the field force
• Overall, it makes an organization agile & responsive to the needs
of its customers impacting big-time, the image of the organization.
• A cloud and mobile solution works only through a secured login.
• Multi-user, multi-role, multi-location solution
• All reports pushed from mobile phone come along with location
details and date & time stamp.
• Photo Attendance, a selfie or a photo of the location gets
uploaded on the server with date/time and location details on click
of a button on mobile. This record cannot be manipulated and is
therefore authentic.
• Location Tracking on a given frequency of some or all the
employees.
• Photo Work Reporting, a photo of the location gets uploaded on
the server with date/time and location details. Again, these
records cannot be manipulated by the user and are therefore
authentic.
• Master data management
• MIS
• Complete Cloud based CRM for service support
• Allow creation of Service Requests (SR) by the call centre support executives
• Complaint assignment happens through a map which shows the customer location and plots the position of the service engineers
• The SR gets reflected on service engineer’s mobile phone along with customer details and time slot
• The field executive acknowledges a particular SR by opening it, clicks on ‘Started’ when he moves for the customer location
• The status of an SR changes on the web interface along with location details of the service executive from where started for the call
• Service executive enters the disposition of the complaint on his mobile phone against that SR, which gets recorded and reflected on the web interface.
• Therefore the system shows the time complaint was received, time when assigned to engineer and time when resolved.
• All coordination between the call centre executive and service boys happens instantly and in real-time
Proposed Solution Design
Mobile Application Web Portal Reporting
GPRS/
InternetImagesGPS
• Solution should be simple and user-friendly and easy to use
• Real Time Reporting to all stakeholders
• Quick Deployment
• Easy to Scale with respect to functionality and locations
Quick Implementation, Easily Adoptable
Initial Setup
Master Data
Mobile App installation and user registration
Training
User Training at various levels
Support
Field Support / Handholding
End User – Just owning a Mobile Phone with
• Android OS
• Camera
• Internet (GPRS/Mobile Data)
• SMS
• GPS
Cloud Based Server (SAAS Model)
• Windows
• SQL Server
Domain Name
• Application will be hosted on our server
F i e l d F o r c e Ma na gem en t
F o r
Se r v i c e Pe r s o nne l
Process Flow – Sales Support
Customer calls callcentre
Call centre exec creates Service Request (SR)
Assigns SR to an Engineer SR is pushed onto the mobile of service engineer
Service Engineer acknowledges the SR, thus
recording its date/time and location
Clicks on ‘Started’ for an SR, records started
date/time and location
Enters response for an SR on mobile, recording
date/time and location
Instant status updation of the SR with disposition on
the web
Click to
open the
Service
Module
Click on it to
create a new
Service Request
Details of customer/Installation
The time a
Service Engineer
starts for the call
from his current
location
The time when Service engineer
reaches @ problem location
The time when Service engineer
resolves the problem @ customer
location /installation site
Current status of
the complaint
Assign a Service
Engg to an SR
Select Service Engineer from the list and click on
Assign Button. The customer location and the nearest
service engineers’ location is plotted on a google map
Customer Care can
quickly assign & push
the Service Request to
various Service
Engineers on their
mobile phone
Service Engineer can view details of a particular Service
Request and submit response for that
complaint from their mobile phones
Send response
against this SR
Click on this
icon while
starting for this
call
Show location
on map
Service Engineer can submit disposition for a
particular Request through mobile. The info
comes along with location details
automatically through GPS.
Status of Service Request
like Closed/Cancelled
Send Response to: [email protected] Ph: 91-88 00 999 281, 88 00 26 70 70