In many service businesses, the greatest opportunity to control costs correlates directly to the field service technician. Effectively managed technicians can be a tremendous revenue source, whereas inadequately monitored technicians could be your greatest overhead burden. The field service technician is the controlling factor in customer satisfaction.
MobileTEC can provide the field service technician the information they need to get the job done correctly, efficiently and in a manner that elicits high customer satisfaction. With MobileTEC, daily activities such as sending new service calls to the field, resolution tracking and initiating new service work orders becomes simple and routine.
Service Call Dispatch
When the dispatcher selects a technician for a service call, the following information can be sent to and from the technician in the field:
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Customer information
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Problem description
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Problem type
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Scheduled date and time
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Call type
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Additional information and notes
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Location, equipment and maintenance contract information
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Appointment status (in route, arrived, complete, etc.)
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Service call time stamps
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Follow-up e-mails for future work to dispatcher, service manager, etc.
Additionally, the following information can be sent to the field technician:
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New multiple service calls
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Guaranteed response times
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Service history
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Service tasks and required response
Call Closeout
Closing a call in the field facilitates accurate collection of data from technicians. This single point of data entry can dramatically reduce administration overhead.
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Record labor hours
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Record personal or company vehicle miles
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Record reimbursable business expenses
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Record parts usage
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Capture customer signature
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Description of completed work
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Enforces call closeout workflow
Maintenance Tasking
The maintenance tasking feature guides the user through the tasks required to complete an inspection or maintenance procedure.
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Lists tasks to be completed
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Allows users to enter numeric readings, temperatures, voltages and more for each task
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Significantly reduces the amount of time spent documenting routine information
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Completely eliminates handwritten logbooks and reports
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Helps ensure that each step of the inspection or maintenance process is completed
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Collects task information for accurate reporting and analysis
MobileTEC can improve the accuracy of data capture, guide decision making and enforce standards and best practices. Productivity efficiencies are realized when field workers are enabled to update schedules, add parts and materials usage, record expenses, send and receive e-mail messages, manage scheduled maintenance in addition to eliminating redundant or inefficient data entry. Additional benefits MobileTEC delivers include:
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Improved communication to and from the field
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Cost benefits through efficiency gains
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Process and accountability improvements
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Increased customer satisfaction
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Improved scheduling and routing
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Electronic tracking of the entire service process
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Streamlined reporting and billing
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Single point-of-entry from mobile through financial applications
The features of MobileTEC are centered on providing you the ability to extend and enhance your service operation and delivery. From service call dispatch to maintenance tasking to call closeout including an audit trail, MobileTEC handles it all by providing the field service professional access to the latest customer and service history.
