TechnoLine Service - installation and maintenance of engineering systems
The company handled commercial facilities, such as ventilation, electricity, low-current systems and emergency applications, and had to remove chaos from chat rooms, make the exit plan transparent, and link the appeals to the facilities, acts and those in charge.
The starting point
The dispatcher distributed the work through messages and personal arrangements, and engineers sent photos, comments and acts to different channels, and the manager saw the actual workload of the team only when conflicts occurred.
Customers asked for the status of the application, but a quick answer required a manual search: who left, what did, what materials were needed, whether the act was signed and whether the task was closed.
What had to be decided
- To collect a unified register of objects, applications, departures, acts and service tasks.
- Enter SLA by type of call and make late payments visible before a conflict with the client.
- Link the calendar of engineers with the real queue of applications.
- Reduce manual clarifications between dispatcher, engineers and supervisor.
What did you do?
Discussed the types of work
Separated emergency, scheduled, warranty and additional applications, so that each had its own route.
We collected a map of the object.
The card has a contract, contacts, history of work, equipment, documents, applications and responsible persons.
Set up departure planning
The dispatcher received a calendar, a queue of applications, engineer statuses and a list of delays.
Ordered closure of works
After departure, the engineer records the result, materials, photos and the basis for the act in one card.
Results
What's changed at work?
- The average response time for service calls has decreased from two days to six hours.
- The dispatcher stopped keeping critical requests in personal chats and memory.
- The executive saw the engineers being loaded and the delay before customer complaints.
- Acts and history of work began to be formed from the object card, without re-searching data.
What the chief now sees
- Calendar of departures and loading of engineers.
- SLA by application types and customers.
- The history of maintenance of each object.
- Control of unclosed acts and additional works.
Similar cases
Would you like to see a similar process?
Describe where applications, deadlines, responsibilities, data or management picture are currently lost, and prepare the first outline of the solution and a clear implementation plan.