Unable to Maximize Technician Productivity

  • It is difficult getting customer information. You cannot get service history. You use multiple systems, but they are not integrated and it takes too much time to get all the information. Problems are sometimes misdiagnosed, creating negative results.
  • You manually schedule and track service calls. Calls get lost sometimes, there are delayed responses, the wrong service gets requested sometimes, and technicians have performed the wrong service with negative results.
  • It is challenging to schedule the appropriate technician. This requires the service manager or dispatcher to know the skill level and experience of each technician, and the way they determine the best person leads to mistakes. The wrong person has been sent out before, and sometimes they get sent back. That has cost a lot of money and wasted a lot of time. There was a major time delay in getting the problem solved.
  • It is difficult to manage spare parts and to know where they are located. They are often unaccounted for. You manage truck stock inventory inefficiently.
  • You sometimes miss scheduled service for preventive maintenance. The way you track the schedule now is inefficient and has caused problems with equipment. You have been liable and have had to schedule expensive special trips by technicians.
  • Technicians don’t always have the information they need. The way they are doing it today is inefficient, and they sometimes miss information needed for a service all. This has a negative impact. The way they update information about the service call is inefficient as well. They have to complete service tickets and drop them off at the office, and a lot of time is wasted in doing that.
  • Before, during, and after a service call, you could access and update service call details, such as customer and equipment information, from the field, with an intuitive web interface and with twoway synchronization, could receive, log, and update technical information from their laptops so that you could save time and errors in completing service calls.

About the Author: AJ Amjad Khanmohamed

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