Our road to becoming a top tier service organization using a paperless solution.

Questions we asked ourselves as part of a goal to become a better service organization.

• What can we do to set ourselves apart from our competition?
• What can we do to help sell our service and streamline our operation?
• How do we show the value of the service we provide to our customers?

These three questions pointed us in a direction to search for a paperless solution for managing our field service department. We knew we could improve on our communication with our customers as well as the tracking of planned maintenance agreements. A wish list of features that we desired was created so that when we researched off the shelf solutions we would have a checklist of who had what features. After careful consideration and researching multiple solutions we found that no one company offered everything we were looking for on our feature list. So we decided to write our own software.

What can we do to set ourselves apart from our competition?
Customer service is a very important part of our business. We needed a way to improve our communication and accuracy of service provided. We wanted to track our performance on planned maintenance agreements and provide documentation of this service. We knew an important part of communication is using the internet to give the customer a view into our world.

 

What can we do to help sell our service and streamline our operation?
Organization is a key component in managing a busy service department. Having the same data available to the office, the field technician and the customer is a crucial in organizing your operation. Being able to demonstrate to a customer a comprehensive plan for tracking and executing their service and maintenance needs is an incredible sales tool.

 

How do we show the value of the service we provide to our customer?
Take the mystery out of the services we provide. We show the customers a task list of the steps a field technician takes when performing planned maintenance on their equipment. Get the customer to participate in our service, give them a window where they can review history, request service and keep notes on items of concern within their facility.

 

[an error occurred while processing this directive]Some of our problems in service prior to a paperless solution.

• Paper tickets coming in once a week if at all (some lost or destroyed)
• Finding history or status on service tickets
• Timely billing of service tickets
• Waiting over a week to receive the information from the ticket to quote repairs
• Duplication of efforts; parts being ordered by the office and the technician
• Losing track of planned maintenance agreements
• Managing a service department with explosive growth

TRACTree software system advantage.

• Paperless service order system (no more coffee stained hand written service tickets, save paper)
• Tickets pre-populated for technicians (no more wondering where was this service done?)
• Enhanced ticket turn around (relieve the end of week flood of paperwork)
• Increase office efficiency less people doing more work
• Limit technician visits to the office (increase billable hours, save fuel) Time is money
• Share information between customer, technician and office
• Getting the customer involved with their service contract

We have had such a great success story with our software that we are now offering it for sale to other companies with similar needs as our own.

Try out our free work order application in the Android marketplace.

Control Technologies Inc.
www.controltechinc.com                     
www.tractree.com                       
tractree@controtlechinc.com        

[an error occurred while processing this directive]
[Click Banner To Learn More]

[Home Page]  [The Automator]  [About]  [Subscribe ]  [Contact Us]