MOBILE SERVICE - INDUSTRIAL EQUIPMENT

Companies that industrial equipment use this system to receive and log in customers’ service requests and assign these requests to field engineers. The service engineer in the field can receive requests dynamically and record action taken and the next action planned so that turn-around time is reduced. In addition, the service engineer can access the knowledge-base maintained within the company to help him/her arrive at a solution, once the problem has been identified. All of this is achieved using a mobile phone or a wireless PDA. The company’s customers can use a “client” mobile phone based module to make service complaints and update critical observations.

Benefits

  • Service requests are attended to immediately, instead of having to resort to phone calls for intimating service engineers on the field
  • The service engineer has all information regarding the equipment and its service history at his finger-tips and thus has a higher probability of rectifying the fault faster.
  • The service engineer can quickly diagnose a problem and find a solution
  • Knowledge on the status of a customer's equipment is not retained by the engineer but updated to the central knowledge-base
  • MIS on customer service is available on-line.

How it Works

  • On logging in, service engineer will get a list of all assigned pending service requests.
  • Drilling down the displayed list, he/she will get customer address, contact person and phone numbers.
  • And also the prior service history.
  • Service engineer log in "Time of Arrival", "Time of Departure" and "Actual Time Spent" on the Call and spare arts used, if any, on the handset.
  • Service engineer also select the Action Taken from list of pre-determined choice and queues up the next action to be taken.
  • Service engineer can also enter the comments for additional information, if any.
  • The service engineer navigates through the knowledge-base by first selecting the equipment, followed by model and then selecting the type of complaint, finally drilling down to possible symptoms and their solutions.
  • The entire information is immediately available to the central server for further analysis, follow-up or supervisory intervention as may be required by the enterprise.

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