This summer, many of us are returning to our offices. So, as we return, let’s take a moment and recognize those who kept our office buildings (and homes) in good shape for us.
Service technicians have been keeping the world turning during these unprecedented times. They are brand ambassadors, heroes on site who have remained agile and steadfast while navigating a slippery landscape of safety guidelines, employee health priorities, and customer preferences. They have allowed us to shift our focus toward remote or touchless interactions. Our focus may have changed, but our expectations have not. We still demand excellent service instantly.
During COVID-19, service techs kept our lives up and running, everything from cold chain logistics, hospital equipment, and manufacturing systems to utilities, home appliances, and consumer electronics. The where and how field service is delivered has changed, and even as we return to a semi-normal state, it is paramount we continue to keep our service technicians safe.
Below is a peek at some of the latest innovations which maintain COVID safety protocols while enhancing customer service.
Before COVID, work orders would stack up in the main office for the service techs. They would come into the office, grab the work order, and then go out to the jobs. What if you could eliminate the trip into the office first thing in the morning? Techs can be dispatched on the fly and go directly to the first job. By going straight to the job site from home, you reduce exposure to COVID and save fuel.
While in the field, the tech completes any paperwork necessary electronically. This system sends all the work order details to the tech through a mobile app that integrates with your work-order management system. There are options to document work completed with pictures, log readings, and submit any notes. The data is then pushed back into the work-order management system—a completely paperless and touchless environment.
Routing your field workers is tedious work, can take a large portion of your time, and if done incorrectly, can cost your organization money in wasted fuel and time spent driving rather than servicing customers.
Route optimization can also mean some protection from COVID for your field workers. Dispatchers can quickly dispatch the closest, best tech to emergency calls that come in throughout the day. The new calls that come in get transmitted directly to the tech’s mobile device with all the details necessary to find and complete the job.
FieldLogix allows dispatchers to send customers a precise ETA for the service tech. Along with the ETA, organizations can remind customers to follow any safety protocols necessary for the tech to finish the job.
Proof of service allows the service tech to document any work completed, send it to the customer along with a receipt – completely paperless and touchless.
There are many more features that allow us to keep our field workers safe. For a more in-depth look at the features mentioned above and more, fill out the form below to talk to a Solutions Expert.