Change is constant at work. Intelligent organizations have learned how to deal with rapidly changing conditions, technologies, and business models, and take changes at a stride. It is important for manufacturing and service companies to improve their overall efficiency and take advantage of new innovations in contactless mobile service to improve connectivity.
The disruption caused by the COVID-19 pandemic has emphasized the importance of ensuring the safety of employees and customers while carrying out normal business operations. At the start of the crisis, a manufacturing customer saw the need to share critical information with field workers in real time. Although they always attached importance to communication, they quickly realized that email wasn’t the best tool – in fact, their field staff couldn’t access it regularly!
However, with the ExpandIT mobile app for their Microsoft Dynamics system, office staff were able to send important information regarding health and safety protocols directly to their agents in the field, visible as soon as the app was opened – after which these messages would be saved to the Messages section of the app for easy reference to her.
Manufacturers and service organizations understand that managing downtime is critical – and whether it’s scheduled maintenance or a sudden event, communication is key to getting back up and running as quickly as possible. During those times, some communication services may not be available within your organization. Traditional tools such as pen and paper, or even some local systems, require a high level of physical contact between employees (and sometimes customers). Contactless mobile service provides everyone with a way to get the job done safely.
Let’s look at three areas where contactless mobile service can improve interactions between office employees, technicians and technicians, and clients and customers with office employees.
Office staff and technicians:
Field technicians are among the most visible members of your team, and those most at risk during a pandemic. They visit multiple websites daily and inevitably interact with other people. How can they communicate effectively and complete their tasks while reducing physical contact? ExpandIT’s Planning Board allows planning and dispatch staff to easily schedule and allocate resources electronically. Meanwhile, technicians can view their schedule directly on their mobile phone or tablet, meaning they make fewer trips to the office. Moreover, they can access other important information, such as past work orders and customer history, directly from their devices, ensuring they are ready before work begins, saving time and eliminating unnecessary travel.
Technicians and clients:
In a traditional business model, the customer contacts the office to request changes or to communicate important updates to field technicians. If there is a disconnect between a customer relationship program and a field service program, the gap becomes even more pronounced – often leaving those in the field behind the curve. This not only causes productivity issues, but more importantly, it can affect the health and safety of your crew. A more modern approach is provided by ExpandIT’s Service Portal, which allows customers to communicate that critical information (eg, an update to safety protocols) directly to designated technicians, thus reducing the number of personal interactions between customers and technicians.
Clients and office staff:
Providing greater transparency to your customers via digital solutions not only improves safety but also elevates the customer experience. ExpandIT allows you to provide your customers with a self-service portal, giving them 24/7 access to request service, see job status, view past invoices, pay bills online, and view past service requests and reports. Their needs are met without leaving their home or office, while your office staff now has the freedom to act on clients’ requests.
Are you ready for change?
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