The new app, which is available to ECI’s e-automate ERP users in Australia, provides service technicians with real-time, remote access to customer data, enabling them to create, view and address customer support calls from any location. It can also help dealers simplify and centralise complex business processes, giving a holistic view into operations and helping to eliminate redundancies.
The mobile app can completely integrate with the dealers e-automate software, ensuring they can offer the best possible customer service from anywhere, at any time. Customer and equipment history will be available in its entirety, making it easy for technicians to look up past customer data.
The mobile app also includes a GPS feature so technicians can map customer support and tech activity, take advantage of the search functionality to quickly look up part location and availability, access full service call recording and time tracking capability and benefit from a live chat feature allowing technicians to communicate with one another.
With MobileTech, technicians can filter calls on the group calls screen by call number, call status, call type, and equipment number in addition to technician number and name. Via the new 'allow labour edit' permission, primary technicians can also edit their labour record within the workflow and on the summary page as well as being able to assign themselves to service calls using the 'assign to me' button - with push notifications sent as and when a new call is assigned.
Laryssa Alexander, division president, field service, commented:
“We know that service management is an extremely important aspect of our customers’ businesses and want to ensure they have the latest in service management technology. With the launch of our new native mobile application in Australia, all of our e-automate customers will be able to take advantage of GPS, chat, real-time customer and equipment details and more all from their Android or iOS devices."
To learn more about ECI’s Field Service solution suite, visit: https://www.ecisolutions.com/en-au/office-technology/e-automate