UCS Technology Services was built on delivering services to the retail market. As with all service-based companies, this comes with a large mobile workforce that travels across the country providing technical services to customers. This method of operation involved paper-based job cards in addition to paper-based stock control and SLA management, all of which posed challenges to timely capturing, billing, and service delivery.
Moving operations onto mobile technology was the next logical step for the business.
The solution was to look to its Business Intelligence Services team. The team's objective was to investigate the customer journey, and to provide an innovative answer to the challenges the business faced.
UCS TS's Business Intelligence Services development team delivered Resonance to the business. This application offers cradle to grave call management, incorporates full stock management with scan in and -out ability, provides electronic proof of delivery, and includes customer screens for comments and surveys. Resonance includes workflow, meaning that best practices have been captured and published in the application for installations and complex problem-solving.
The preventative maintenance steps also incorporate the workflow to ensure all the checkpoints are completed before leaving site. Customer locations are pinned and, incorporating Google maps, best routes are offered with an automatic check-in on arrival.
A reporting tool - Wave - was added to manage the application users. Wave provides a central view of all logged calls, and the location of all the field services technicians, giving co-ordinators the ability to do location-based call allocations, and sparing the customers' downtime.
Since implementing the Resonance application, UCS Technology Services has changed the way its field services team engages with their customers.
The application was ready to go commercial, and with the base solution lending itself to services, the market started engaging UCS TS. Its first customer to take on the application was AgriSeker - crop insurance specialists - who successfully provided their assessors with a mobile app to manage the claims process.
With its subsequent migration to Android, the Resonance application is proving to be highly adaptable and truly innovative solution enabling services divisions to provide a great customer experience.
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