Improved Customer Service
- 24x365 fault logging over the web (though calls can still be logged by phone)
- Online fault call status tracking available to the customer at all times
- Online customer reports on their maintenance history instantly available
- Disputes are highlighted and can be dealt with immediately
- No web site downtime (due to the security, resilience and duplication of the Advanced Field Solutions® central servers)
Customisable
- Web interface screens can be customised with the company's own logos / style.
- Invoices can be produced immediately from the system to the customer's own design specification and, if appropriate, can be printed out while the engineer is still on site for ad hoc, chargeable calls.
- Additional, customised reports can be included with the system at an additional once-off charge of just ?200 per report.
Latest Technology
- ASP model (an affordable monthly license fee instead of a capital purchase).
- Microsoft's .NET strategy; mCRM.
- XDA from 02; PDAs; mobiles.
- GPRS; Wireless; Bluetooth.
- Clustered servers with full resilience and security.
Easy to Implement
- The system is highly intuitive to use for customers, field engineers, management and schedulers.
- Advanced Field Solutions® can train the scheduler in approximately half a day, and the engineers in an hour (though additional sessions can be provided, without charge, if required)
- Online training screens always available to users and their customers.
- Advanced Field Solutions® can help import existing customer data providing it is available in a standard format (e.g. csv)
- Typically, the customer can expect to start experiencing the benefits and cost savings from Advanced Field Solutions® within two weeks of ordering.
- Advanced Field Solutions® has a customer help desk available during working hours.
1.Customers find that they get more billable hours from their engineers.
2.No more 'lost' hours where engineer forgets to fill in time sheet / job card
3.Easier for the scheduler to organise / prioritise / reschedule calls
4.Engineers like the system so they use it (no paperwork, flexible, uses latest technology, don't have to keep phoning the scheduler)
5.More customer calls can be serviced with the same number of engineers
6.More customer calls can be serviced by each scheduler
7.Engineers know that their performance can be measured against other engineers and strive to be more effective
8.Engineers can be located and re-routed more effectively, saving travel time
Reporting:
Lots of useful reports are available to identify who are the most productive engineers, performance against standards, the most profitable customer contracts, average response times, un-billable hours, travel time, parts used, etc.
Easier to resolve customer queries. E.g. When was the last time your engineer visited our Swindon office? How many times have you exceeded the four-hour SLA this year? Why did this simple call take so long? We don't remember this engineer's visit; can you please give us details? How many hours are remaining before the customer has to make a 'top-up' payment? Is this annual contract profitable? What are the details of that customer's SLA / contract?