- The client is a leading digital payment solutions company in the country. It offers products ranging from Android POS machines to MINI GPS and mPOS devices to clients.
- Service executives need to attend to client complaints and service requests over a large geographical area on a daily basis.
- Managing & tracking the field workforce, while maintaining efficient and quick resolution of customer issues is a huge challenge.
Business Challenges
- It was difficult for managers to keep track of the field service team and know their whereabouts throughout the day.
- There was no means to optimize routes and plan daily schedule of so many agents, leading to inefficiencies
- Efficiently allocating tickets based on priority was a big hassle owing to spread out client locations.
- Tedious to manage expenses, reimbursement, leaves and performance of so many service agents.
- Absence of ready knowledge base for reference on complete thread of client history and service issues.
IMPRINT Steps in to Enhance Customer Service & Improve Workforce Efficiency
- 24x7 visibility on service agents’ regular client visits with real-time tracking on map and check-in/check-out with geolocation-tags.
- Manager View allows manager to know complete status of completed and pending client visits.
- Imprint enables auto agent allocation for all the tickets based on the priority, geo-location, and agent availability.
- In case agents complete their allotted visit or some client is unavailable, agents have the option to search for another appointment in the nearby area and pay a visit to other customers. This improves individual performance and business productivity.
- These additional visits made by service agents will reflect in their workbook/performance. The unattended client visits, go to auto-scheduling for next day.
- Workforce automation improved daily productivity of each service agent by optimising and efficient planning of routes and resources.
- Significant reduction in travel time & boost in team efficiency.
- Region-wise, agent-wise sales performance at fingertips – manager is aware of the number of tickets that each agent can accomplish, thus knowing overall performance of each agent for the day.
- Real-time data collection & image upload as proof of visit by agents.
- Client history and service requests available at centralised knowledge base.
- Easy expense management & auto travel reimbursement on actual kms traveled.
Automating the process of ticket allocation, route optimisation and task planning ensured improved customer service and significant reduction in service time. This in turn resulted in much higher ROI and improved customer loyalty, thus benefitting the business immensely. With its 360-degree coverage of all issues faced by companies with large field workforce, IMPRINT workforce automation solution gives our clients an edge over competitors and allows them to improve their productivity & team efficiency manifold. For a more detailed look at the features and benefits of IMPRINT schedule a call or request for a demo here.