Client

A leading after-sales service provider, wanted to improve coordination and productivity in their IT service management system and in their process, using a single software platform. They approached us as they wanted a web application that brings together all stakeholders into user-friendly IT service management system (SMS).

Challenges

After having a discussion with the client, our team identified the challenges in the transition into a service-oriented organization that meets its business needs proficiently. Opting the Platform as a Service (PaaS) Solution to be deployed gives clear idea to purchase department to make a purchase order based on service demand and parts availability. It is also the main source for the design and development, as well as the way to transition to a faster process. They need a platform to input and share data with communication channels between field staff and back office.

What We Did

Service management systems are large modular systems that incorporate all or most aspects of the working of a service-oriented organization. To have a service management mind-set, an organization must understand the level of process maturity. The app helps to increasing the business with quick service calls. The system can help cover as much areas as possible with help of GPS tech. We built an application for the Service Management System of the client that would give their on-field service teams many functionalities and advantages to improve efficiency and productivity. The web application also is integrated to a mobile app for all on field service executives.

The application for Service Management System offers: -

• Connecting all service executives with service managers
• Effective sharing of information, and details on Dashboards
• Customer data and feedback can be accessed in real-time
• Helps to detect the location, with reference with schedule and travel plan
• Centralised software system offers superior access, security and scalability
• Effective communication, messages and alerts via the web and mobile app
• Reduces manual tasks and increases productivity with efficiency and automation
• Automation helps to streamline the service management eliminating paperwork
• Provides visibility and transparency for efficient coordination between all stakeholders

Technologies Used.

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Results

• Improved the competitive advantage for service
• Data collection, storage and retrieval made easy for all stakeholders
• Increased the visibility for service managers on monitoring the process
• Improves user experience by using interactive application and dashboard
• Ability to continually evaluate the expectations of the customer & get feedback
• In digital process, communication between customer & service provider will be fast with clarity

Leave us an enquiry and learn how we can grow your field service management on a web based platform quickly.