Solution Approach
With Acteos FSM (Logonsite Plus), orders and reports in the customer service are exchanged wirelessly between technicians and the control room in real-time. This direct supply of the field service staff from headquarters reduces reaction times and optimises the utilised capacity of your employees. This ensures that your service technicians are integrated in your business processes.
Functions
Call Management/Call Centre : quick identification of the customer and his equipment (customer number, system statistics, serial number of the device), availability check of technicians and request for spare parts, follow-up on queries, repairs and progress of the job, maintenance contract information and installed base
Device Management : customer allocation, device history/service history/warranty
Job Planning : calendar-based job planning, taking into account the position, availability, spare parts in vehicle inventory and professional qualification of the service technician, geographic visualisation of technicians/position und operation site using “digital map”, graphic support in route planning
CTI (Computer Telephone Integration) : identification of the customer based on phone number
Supplementary Functions : automatic sending of fax and mail to customers (instead of carbon copies), extensive standard analyses with integration of Microsoft Office
Knowledge Base : storage of proposed solutions, FAQs, etc.
