SERVICE AND SUPPORT

Field personnel often face a common problem: communicating, exchanging and accessing pertinent customer information while on the road.. Whether your organization is a small business providing plumbing services or a large enterprise in the technology sector, it is crucial to find new ways of improving customer service and increasing your mobile workforce's productivity. These are important factors in achieving increased revenues and profitability.

Rogers delivers solutions to the service and support industry such as:

  • Dispatch

    • A wireless dispatch process shortens lead times by turning paper or voice-based messages into powerful mobile forms-based dispatches. The results are better and more accurate communication with field personnel and enhanced service levels for your customers.

  • Data Capture

    • Field personnel can update work performed, capture customer signatures and transmit completed work orders from the job site for immediate invoicing. Time cards and expense reports can be submitted remotely, eliminating trips back to the office.

  • Database Access

    • Field personnel can have immediate access to technical specifications and reference guides, customer service history, inventory levels and other information to service customers without delay.

  • Order Automation

    • Through integration with back-end systems, wireless work order completion can automatically update key enterprise applications, including; billing, accounts receivable, inventory, payroll and work force management.

  • Fleet Tracking

    • Wirelessly monitor and manage a fleet of service vehicles for optimum performance, through GPS location tracking, fuel and mileage monitoring, remote maintenance checks and theft recovery applications.

Benefits

Cost Savings

  • Reduce expenses related to manual processes - save on printing of paper forms and reduce wireless voice charges.
  • Protect vehicles from theft or misuse with wirelessly monitoring and transmitting location and route information to the service centre.
  • Reduce service fleet costs, including fuel consumption, mileage, insurance and overall maintenance expenses.

Increased Revenues

  • Increase the number of service calls and billable hours completed each day through efficient work force management and route optimization.
  • Generate additional revenue line items by improving data captured upon order completion.
  • Improve cash flow by reducing billing cycles through automated order completion and by reducing collection issues as a result of accurate invoicing.

Productivity Gains

  • Maximize field personnel efficiency with the ability to access and update work order information and appointments from the job site.
  • Save employee time and effort by enabling them to check inventory levels, technical information.
  • Eliminate duplication of data entry and increase the accuracy of information communicated between dispatchers and technicians.

Customer and Employee Satisfaction

  • Provide your customers with the convenience of real-time service appointment status and details.
  • Increase customer satisfaction by responding faster to service level commitments.
  • Empower field personnel by giving them the tools they need to perform anywhere, anytime.
Our Customers Say

"We see a lot of savings in redundant trips. And because we can constantly update the location of the truck so it services locations along one route, we save on mileage, fuel consumption and maintenance costs."
Conrad Italiano, Business Development Manager, MASS Electronics

"We have moved into a 3-hour service window, which wasn't possible before. Rogers Cable has 1,200 technicians across Ontario and the Atlantic Provinces and they are now spending more time in the field. There are fewer trips to the warehouse, less paperwork and less telephone traffic. Wireless dispatch and order automation has changed the way we work and as a result we've streamlined some of our internal processes."
Andres Piderit, Director, Process Engineering, Customer Operations, Rogers Cable