Technical customer service
Good customer service should include the rapid and reliable assignment of appointments, that aims for maximum precision and is geared towards the customers’ requirements – from an emergency situation to a maintenance appointment scheduled well in advance. On the other hand of course, first-class service on site has to be affordable. The prerequisites for this are efficient call handling without media breaks, transparent and balanced workforce- and round-scheduling.
VisiTour provides optimal support for the complete process chain in customer service – from order acceptance, assignment of appointments, workforce management up to real-time monitoring and order feedback. Whether you arrange your appointments centrally via call center or Internet, via regional schedulers or directly with the technicians: VisiTour offers you a transparent and company-wide calendar, which not only intelligently and dynamically coordinates all appointments in real-time, but also immediately reacts to unscheduled changes.
Within seconds, VisiTour calculates the best possible appointment on the basis of route optimisation at the basis of house number-accurate geo-coding and the respective customer requirements – while considering service levels, skills, priorities and costs. The impact on the already existing route plan including potential domino effects is also taken into account. In this way, you are able to immediately provide your customers with a reliable and confirmed appointment on the basis of optimised workforce scheduling. At the same time you ensure an equal and fair work schedule for your technicians.
Scheduling in the technical service is highly complex. Without system support it is hardly economically viable to take into account individual customer requirements, SLAs and skills, customer loyalty to technicians, working time regulations, periods of absence as well as the provision of spare parts and other conditions – all at the same time. Unfortunately, in practice this often affects quality, and it creates a huge need for schedule controllers – otherwise scheduling is more or less left to the technicians.
With VisiTour not only can you manage this complexity, but you achieve first-class workforce scheduling and complete transparency with minimum effort. Even without GPS positioning you always know which orders are being worked on, where potential bottlenecks lie and where idle time might occur. This applies to day-to-day business as well as to a schedule that is planned well in advance.
Do you work on your service orders or reports in SAP CS, SAP CRM, Navision, Clarify or in another ERP? In that case, the assignment and scheduling of appointments can be realised via standardized interfaces (SOAP XML) – either directly from SAP GUI, as Blackbox or in VisiTour GUI.