From the call center to the field, intelligent service delivers
Mobile intelligence — Mobile devices aren’t just contact points with dispatch. They allow remote employees and management to share work-related information, such as asset availability and customer histories in real time. And with insight into employees’ schedules — and skills — dispatchers can better schedule their time to deliver service on time, the first time.
Deeper customer knowledge — In M2M learning, the computer platform recognizes a customer’s likes and needs (even service-call time preferences), so that businesses can streamline the customer service processes and pinpoint the optimal use of field assets and personnel. A 360-degree customer view allows you to anticipate a customer’s needs and deliver a more personalized experience.
Enhanced customer engagement — Dispatchers and agents spend less time on back-end scheduling and more time ensuring that customers’ needs are being met and surpassed. Geolocation allows them to dispatch the closest tech, while mobile employees spend less time trying to figure out what they’re supposed to do next. They arrive at customer appointments on time and with the right skills, tools, and information to complete the job, saving customers frustration and your company service costs.
Increased visibility — Agents, supervisors, and business leaders gain insights into field service operations metrics, so they can troubleshoot problems more quickly and keep top-performing systems running more smoothly.