For many years, the field service technicians at Quality Forklift have used pen and paper to record job information in the field. They will then scan copies of the work order or eventually email them to the main office. All too often, papers are lost or damaged, and keeping track of past paperwork has been a challenge. In addition, technicians took time to send paper information, which led to delays in information processing.
To make technicians efficient in the field, Quality Forklift needed a solution that would allow them to carry out tasks through their mobile devices. This included receiving, managing and closing service orders. In addition, they wanted the customer to log out and send the completed order directly to the NAV system without creating paper work orders. Ideally, the solution would also allow the technician to create new service orders and generate invoices in the field.
Quality Forklift has deployed ExpandIT Field Service program to support their technicians in the field as well as in store. All technicians received a tablet and were allowed to choose to use a tablet or their phones for ExpandIT.
Data entry and procedures were easy to adapt to, and there was a short learning curve. Everyone clearly understood the benefits and loved the update.
Using a high-quality ExpandIT Field Service forklift provides customers with much faster estimates. Customers love to see Quality Forklift employees using tablets and state-of-the-art technology. It shows that the company is well organized, and that their information is recorded in the most recent way possible.
On the managerial side, there are many competencies. Previously it took 6-7 days to invoice a customer, now it takes 1-2 days. This is a 71% reduction at the time of billing.
At the end of operations, there is greater customer awareness. Field technicians can access detailed customer information on their devices when visiting. They know about past work or regular service items. Clients are happy to know that the technicians are aware of what happened in the recent interaction between the client and the company. Technicians can quickly retrieve a work order and easily add detailed notes, photos or capture signatures from customers. They have everything they need on their devices.
Learn more about how ExpandIT can help keep you safe and effective during this time of crisis by ordering