Service providers and call centers can dispatch mobile technicians for remote service and stay up-to-date on the progress of each event, which also means they can provide customers with accurate and timely updates on their repairs. Dispatched technicians can use their iOS or Android device to see where they need to go next, access asset and complaint information in the field, and both view and update real-time data about ETA, ETR, and repair details.
Case: Service Workflow Management Components
Case Management allows users to create service events (cases) that include repair details with complaint/cause/correction commentary, asset build information, and service history information.
Users are provided in-context asset and service information at the point of service. All participants have access to relevant information about the asset based on a user’s function and role.
Capture fault codes from telematics and shop diagnostics tools. Automatically create a case that contains this critical, in-context data to speed troubleshooting and repair times.
Establish and complete a consistent inspection process and store results for historical tracking and analysis. Consistent inspections result in more effective preventive maintenance for fleets, which translates into less asset downtime, and improved safety. Service locations can expand the range of services provided and increase customer satisfaction.
To speed the service process and reduce downtime, service providers are able to create electronic estimates and send them to asset owners for approval. Asset owners can approve estimates from service providers and other vendors as well as defer or decline individual line items.
Builds standard operations that include parts and labor, attachments, and web links to improve speed, accuracy, and consistency in the estimation and invoice process.
Manage the parts ordering process in the context of a service event, creating estimates that include parts, the needs for those parts, and time estimations for parts ordering.
The service history for all assets across a service network is available to streamline communication and decision-making. Service providers are able to implement better service practices by reviewing all previous events and identifying potential comebacks.