Implementing FieldTec software has been one of the key steps in improving our customer service. It has enabled our customer service staff to quickly and accurately record customer service request information, and using the inbuilt scripting, ensure that information critical to diagnosing and responding to the issue is captured.
FieldTec has enabled us to change our business processes so that the requirement to phone an urgent job through to the field crew has been removed, allowing our staff to spend more time dealing with customers, and reducing interruptions to field activities. However customer service access to field information has been increased due to visibility of field crew location, the job status and current activity – information that was unavailable before FieldTec. We can now deliver more information about field based activity to our customers.