Management Reporting Dispatch Board
Work Orders are used to schedule, track and record activities related to resolving a customer’s service request. In GoServicePro every work order is linked to a case, and is then completed by a field technician.
Tools for Resolving Work Orders
- Logging tools enable you to record interactions with your customer as well as capture technician activities while onsite
- Communications such as inbound and outbound phone calls, emails, and notes insure the work order is up to date with the latest issue information
- Through the use of mobile devices, technicians can record travel, arrive onsite, and work complete timestamps, parts used, parts ordered activities performed, work order related expenses, etc which prevents costly office days filling out paperwork as well as increases the accuracy of information
Capture Pertinent Issue Information
- Record the contact, site, and site asset related to the customer’s issue
- Contract or Time and Materials entitlement insures you are providing the appropriate level of service
- Multi level category codes enable quick categorization of cases for workflow routing and reporting
Workflow Enables Business Processes
- Complex workflows can be modeled to route work orders through your businesses problem resolution process
- Work orders can be assigned to individuals or groups of people through the use of queues
- Statuses can be configured to represent critical points in the lifecycle of a work order
- Closing status and resolution codes insure proper recording of the final disposition of the work order
- Automated events can be created to indicate when a work order will miss a service-level commitment to a customer or when a technician is running late
Work Order History and Reporting
- Work order history is maintained at site, contact and customer levels
- Comprehensive audit trail time and user stamps all actions in the system to provide complete traceability
- Embedded reporting throughout the application provides pertinent information where you need it
SLA Management
- Visual and systematic indicators help keep Service-Level Agreement commitments on track
- Responsible parties will be notified when an SLA is in jeopardy or has been missed
Case Integration
- Cases can have related work orders to represent field visits to customer sites
- Multiple work orders can be related to a single case to represent complex dispatch scenarios (i.e. heavy equipment requiring 2 man lift)
- Work orders contain all of the information necessary to make intelligent resource assignment decisions based on skills, certifications, location, schedule availability, and required spares.
Site Assets
- Work orders provide powerful tools for managing installed equipment or services at a customer site
- Installs, De-Installs, and Exchanges are easily transacted and support even complex part flows such as reverse logistics
- Service history can be viewed by individual site asset providing technicians a view into issues that have been reviewed in the past
Work Items
- Work items represent the individual tasks that a technician needs to perform while onsite. This may represent multiple machines that need to be repaired or a multi step installation process that should be followed and checked off as completed
- Powerful templates automate the creation of work items based on work order type. This reduces work order creation time and insures consistency throughout the work order process
- GoServicePro also provides flex data capture tools to allow you to require custom information to be captured based on work order type
Scheduling Tools
- Scheduling in GoServicePro can be as simple as dragging work orders and dropping them on to resources or as complex as fully automated scheduling utilizing the advanced scheduling engine
Drag and Drop Scheduling
- Simple job assignments can be made utilizing the ‘drag and drop’ features of the dispatch board. It’s as easy as picking a job and dragging onto an available technician at the desired time.
- Service Coordinators are notified of the impact to the technicians schedule and daily route and have the opportunity to manually adjust the order of work orders to meet customer/travel needs
- The system automatically notifies the technician’s mobile device of the new dispatch
Availability Matrix
- The availability matrix provides front-line call takers or service coordinators with a ‘cable company’-type scheduling tool
- The system automatically finds the best engineers based on location, availability, skills, certifications, and preferences and presents the information in blocks of time. This enables simple negotiation with customers indicating a technician is available, say, “Today between 8 and 12 or 12 and 4.”
- Once a time is agreed upon, the coordinator simply clicks the desired time block and the technician is assigned and immediately notified on their mobile device
Advanced Scheduling Engine
- The advanced scheduling engine automatically schedules the best technician allowing front-line problem solvers more time to solve customer issues
- Dispatch scenarios define the importance of a number of different factors giving you complete configurability over the automated scheduling process
- The system automatically finds the best engineers based on location, availability, skills, certifications, and preferences and immediately schedules the job optimizing service-level commitments, resource availability and daily travel routing. Simply dispatch it and forget it
Sample Work Order Screen
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