Field Service organizations use JourneyApps to overcome
inefficiencies, better manage employees, and streamline processes.
Provide field workers with job notifications and a real-time list of the jobs assigned to them. Mobile apps can serve as automated dispatch mechanisms.
The field worker can complete job cards electronically from a mobile device. Apps enhance workflows with comments, questions, checklists, and photographs.
A proactive management of Service Level Agreements can be provided. Mean Time To Repair (MTTR) can be specified per asset or per job type. MTTR can then be measured automatically for each job and acted upon.
By requiring field workers to update the status of each task, jobs can be continuously monitored as they are being performed. With added GPS, operational visibility and transparency also increases dramatically.
Field service organizations can easily and accurately track the movement of parts, from the warehouse to the technician’s “boot stock”, through to installation. A real-time view of inventory levels can also be obtained with ease.
Some organizations need to keep records of the installed base of machines or equipment that they maintain and prefer to have each job associated with such an asset. This allows maintenance history to be tracked and retrieved from the mobile device.
Checklists for various types of machines can be incorporated into the solution. Through synchronized photo audit trails, cases of vandalism or proof of machine condition during preventative maintenance become simple to report.
Technicians most often have company-issued vehicles, requiring strict checks prior to use and logging of all trips. Mobile solutions make this responsibility simple and easy to follow and monitor.
Quick surveys can be prompted when the customer signs off on a job on the mobile device. The technician can then fill in all job card information and hand the device to the customer for sign-off.
“JourneyApps has enabled us to maintain more machines with less manpower and less communication costs, while still honouring our SLAs with our clients.”
JEAN-CHRISTOPHE BOUCHE – GENERAL MANAGER, G4S ATM ENGINEERING
How G4S cut communication costs and increased revenue
G4S Deposita’s 45 technicians now service Automated Banking Machines on thousands of call-outs with the help of a mobile solution. Their app automates crucial monitoring, reporting, and recordkeeping requirements.
The paperless cloud-based solution has reduced cell phone bills by 34%. G4S can now bill for 50% of their callouts, leading to increased revenue.
“The previous manual process usually took the team about two days from start to finish, teams can now access the ratings from everywhere and the final calculations and feedback can now be done in just a few hours.”
MELLODY KLEINGELD – CONTACT CENTRE MANAGER, G4S DEPOSITA
How to deliver excellent field service in remote areas
Technicians use a mobile application to file important daily reports from the most remote locations in the world. A mobile app allows technicians to focus on customer service and the technical requirements of the job.
With fully functional offline capabilities, the JourneyApps solution simplifies reports on work completed and syncs seamlessly to EMC’s head office, allowing greater operational visibility and actionable insights.
“The best competitive advantage to have is great customer service. JourneyApps enabled us to establish that.”
RYAN TZAMTZIS – OPERATIONS EXECUTIVE, SPARK ATM
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