mobile solution for service support team

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: info@saraltechnomart.com Ph: 91-88 00 999 281, 88 00 26 70 70