In a service environment, the quality of the relationship between engineer and customer is the key to success. The service engineer is the ideal person, not only to solve problems and deliver superior customer service, but also to use the visit to look for other sales and service opportunities. Enabling field staff to build relationships and sales in this way is a key value-add for service solutions.
In a recent Aberdeen study, workforce productivity increased, on average, by 23% with the implementation of an enterprise mobility solution. Equipped with Blackbay Service Connect, front line workers are more responsive and have the right information that allows them to efficiently attend jobs, minimise travel time, stay on schedule, enhance job satisfaction and present a high level of service quality to the customer. Service Connect also allows them to work creatively with the customer to develop new service opportunities.
Because Service Connect is easy to use, intuitive and adaptable, Mobile workers’ job satisfaction is raised providing efficiency benefits to their organisation. Staff enjoy the convenience and wide access to the information needed to perform their jobs, as well as a reliable level of comfort and security throughout their working day.
Turn Data into Knowledge
Blackbay Service Connect is built from the ground up to allow the two-way flow of business-critical information between the field engineer and back end enterprise systems.
When supplied with accurate, timely data throughout the day through Service Connect, managers are equipped to make informed and proactive decisions in areas such as resource management, work allocation, stock control and customer communications.
The ability to measure and analyse all aspects of the service, for example, knowing both how effectively the business is meeting its SLAs and at what cost, enables managers to focus resources on the key areas for improvement.
Using Service Connect, Blackbay’s customer Capita and BBC TV Licensing, with over 500 engineers, is currently saving over 1 tonne of paper per week both in the field and back in the office with the ability to run reports on the live database to obtain an up to the minute view of the business day.
Right Person, Right Place, Right Time
With Blackbay Service Connect, engineers arrive at service calls fully prepared to resolve problems and to meet or exceed customer expectations. Operators handling inbound service calls know precisely where the closest engineers with the parts and the skills to attend the job are located, and can make accurate appointment commitments based on the Service Level Agreement (SLA) to the customer.
Service Connect allows an organisation to ensure that the right engineer, with the right skills arrives at the right time. If there are any issues onsite the engineer has the ability to advise customers when a part will be available or reschedule a time with the customer. With the job complete the engineer can trigger an accurate invoice and even receive payment, all without having to make a phone call or return to the depot.
Customers are able to view information online in regards to the status of their job, knowing when a service engineer will arrive down to the minute. Organisations using mobility have experienced, on average, an 11% increase in first-time fix rates, and a 29% improvement in SLA compliance.
