Job Management & Scheduling

Find out what the problem is before you send out the technicians without downloading any app. See what your customers see to carry out pre-visit assessments, diagnose issues and facilitate device repairs by providing remote maintenance beyond the standard. This is an opportunity to offer extra remote diagnostic services and raise your own service costs in-line with the added value you provide.

Reactive calls are logged and queued according to contractual obligations and the urgency of the job. Automated alerts notify dispatchers if a response time is going to be missed so they can take action. Dispatchers and engineers can monitor and update job status in real time to ensure that response times are met. This helps comply with service-level agreements (SLAs), minimise machine downtime for customers and enhance your customer relationships.

Instead of looking at spreadsheets, whiteboards and paper-based diaries, dispatchers receive an automated list of recommended engineers based on skill set, location and availability, along with automated alerts if there are clashes. This cuts scheduling time in half and saves dispatchers a mountain of confusion as they try to work out what, who, when and where.

Everybody in your organisation has full visibility of call statuses at all times. This allows you to keep customers informed on when an engineer is due to arrive, if a part is needed, when they can expect to receive an invoice, and whether additional work is required. Your team can see if a customer’s account is on hold or if an outstanding quote for additional works needs agreeing. They can also tell if something’s a repeat call or a warranty call, which may require different actions and billing processes.

Seamless integration with our contract & asset management module automatically retrieves machine data such as the serial number, contract entitlement, location and service history as soon as a call is logged. This reduces admin and saves dispatchers having to enter the data again.