Secured Technologies, a trusted partner that helps to build a state-of-the-art Access Control solution, CCTV, and fire or intruder alarm system, was confronted with certain challenges that prevented them from providing the excellent service that distinguished them. The Service on Site department had a real challenge with assigning the ideal resource to a work order according to its proximity and availability while also considering its inventory to complete the task. Additionally, the absence of communication tools in real-time with its dispatchers, customers, and warehouses can be cumbersome to the functions and daily activities of their technicians working in the field.
To satisfy the client's needs, Field Service was implemented. The implementation required standard configuration of the tool, customization of the Dispatcher Console, and installation and configuration of the mobile application for the technicians.
How we did it
To offer a completely customized solution that best fits Secured Technologies, we worked on the configuration of the territory with their operational hours and homebases, the resources and the inventory indicating the availability of each product within each location. On the other hand, a custom Scheduling Policy was created aimed at the client's objectives: to provide their service ASAP, minimize travel and minimize overtime in order to optimize the assignment of technicians.
For the Dispatching Department, a console was configured that, in a single view, shows the distribution of appointments for the territory, the utilization and planning of resources, and provides a traffic map with the routes of the technicians in the field. Additionally, notifications were configured to keep the technician and the Dispatching Department in constant communication.
A mobile application was installed and configured that allows technicians in the field to work asynchronously when there is no Internet connection available in the field and then synchronize the information to Salesforce when the connection is reestablished. The tool reflects the scheduling of service appointments and provides the essential information to develop them, such as contact details, address, required parties, etc.
In any event, the technician may communicate with the dispatcher, the client and the warehouse. They can also create new appointments and request absences or non-availability times. The tool gives technicians the ability to keep track of their inventory and keep a record of the parts consumed, as well as make requests for products and parts to the warehouse. Once the work is finished, the technicians will be able to generate a service report to be signed by the client who will receive an email with this document attached.
What we used
As a result of the new implementation, Secured Technologies now has a tool adjusted to the particularities of its services that allow it to not only have real-time visibility of the use and operation of its resources but also control over the movements of its inventory.
The new solution optimizes the allocation of resources under business priorities, avoids communication delays, brings technicians closer to their customers and dispatchers, and provides managers with relevant metrics in decision-making. The adoption of Field Service at Secured Technologies contributes to offering a more efficient service and thus having a more engaged customer base.