With the kmplete solution, service call work orders are dispatched from a central location out to electronic tablets in the field. All service data is captured on the tablet to a local database including jobs, parts, comments and customer signature. Through a wireless connection, the captured data is synchronized back to central to drive invoicing and update equipment service history. The data is also synchronized to other field technicians providing service transparency and follow up support. The solution eliminates paper chasing, lost revenue due to missing paper, latency between service and invoicing, and transcription.
1. Call to dispatch. A central dispatcher receives a call from a customer. The customer is identified in the system by company name, contact name, phone number or contract.
2. Capture service details. The dispatcher asks a series of questions designed to capture as much detail as possible about the call. Information such as location, equipment identification, general description of the problem, and urgency is important to the technician that will eventually service the equipment. An unassigned work order is created in the process.
3. Assign a technician. There are a variety of criteria that may go into assigning the new work order to a technician. Proximity to the service site, current work load, and technician certifications or licenses are some of the variables. We’ll listen to your requirements and tune kmplete so that your dispatcher has the decision support tools they need.
4. Two-way synchronization. Technician in the field syncs with dispatch and obtains the dispatched work order while sending back recently updated work orders.
5. Technician on site. Technician goes to service location, performs the service and writes up the work order on the tablet, capturing jobs, parts, comments and follow up triggers.
6. Signature capture. The customer’s signature is captured electronically on the tablet to confirm completion of work.
7. Complete and sync. Technician completes the work order and performs another two-way synchronization with central.
8. Follow up scheduled. Follow up work is scheduled automatically, as required
9. Review and invoice. Central reviews work with pricing pulled automatically from schedules. An electronic invoice and work order, with signature, are generated and emailed to the customer without transcription or manual data entry.