Solutions
Dispatch & Scheduling
SERVTRAC is designed to support multi–tiered service operations that need to handle inbound requests for service. Whether your customer calls are placed at a central call center, field service office location, customer web–portal, or third party service provider, SERVTRAC will provide the ability to easily manage customer service from a national, regional or local view.
Call/Workorder Administration »
Call Administration Screen – Adding a service request
- Customers search options include Name, Store Number, Address, Telephone
- Provides immediate snapshot of customer's status, including: history, other open calls, credit limit and AR balance with drilldown capability
- Search grids throughout the system can be re–sorted by clicking on the column heading
Call Administration Screen – Customer Information
- Alert memos provide an unlimited amount of space to store important information about the customer, technician, call, contract, etc. and can be viewed throughout the system
- Alert memos can be in the following formats: Pop Up, Email, or Report Format
- Alert memos also support attachments. Attach pictures, schematics, legal documents, and more
Call Administration Screen – Customer Equipment
- Customizable equipment grid can be displayed to allow you to select equipment for service call
- Select from customer contact list or record name of caller
- Will prompt you if PO is required for this customer
- Optionally record an expected date/time range for service to be performed
Call Administration Screen – Dispatcher has immediate access to the following customer information:
- Equipment list and service history at customer site
- Preferred technician and other customer entitlements
- Warranty and Service Contract expiration dates are readily visible on the screen and users can drill-down for more information about the Service Level Agreement (SLA)
- Service Contract inspections that are due or past due
- Sales lead or quote follow up
The Call Recommendation function helps the dispatcher find the right technician for the job by:
- Locating customers on the map for efficient routing of calls
- Checking technician's qualifications for the equipment needing service
- Displaying technician's distance from the call
- Checking technician's schedule to determine his ability to take more calls
- Automatically scheduling routine calls and inspections based on pre–configured rules
Workorder Searches and Call Boards »
The Call Search function enables users to build a customized view of open and historical service calls using the following features:
- Dispatchers and other system users may configure the customizable grid to suit their needs
- Options to exclude or include completed calls
- Option to show only calls logged by the user
- Option to show only calls escalated by the system
- Option to show only calls considered callbacks
- Call search may be done by customer, technician, or any other field shown on this screen
Call Boards may be created and sorted by the following critical parameters:
- Technician
- Customer
- Vendor (3rd party service providers)
Call Planner and Call Recast »
The Call Planner is an intuitive scheduling function. The Call Planner takes into consideration existing service level agreements (SLA), prior commitments, and travel time to optimally schedule the call. Work orders are automatically assigned to the most appropriate technician based on the following:
- Priority Customers
- Response Time Guarantee
- Appointment times
- Customer and technician geographic location
- Priority and Status of Call
- Technicians Qualifications
- Average time of repair based on equipment type, model number or problem code
The Call Recast function prompts the dispatcher with recommendations for unassigned calls.
- Dispatcher may schedule the call based on SERVTRAC's recommendation, or move the call to the next day
- The “Assigned Calls” tab shows the assigned calls grouped by technician and displays the technician’s calls on a map which provides the dispatcher a visual review of the scheduled calls
- The Call Recast Function ensures that calls are scheduled and completed in the most efficient manner possible, thereby reducing travel time and increasing billable hours.
Call Schedules and Forecasts »
The Call Schedule display for DAY and WEEK performs many functions for the fast paced call center:
- Calls for a the day are displayed in a colorful easy to use interactive screen
- Customizable color coding allows certain calls to be highlighted to provide a meaningful graphical view of the status of calls
- In addition to Drag and Drop functionality, the dispatcher can right click any call to quickly un-assign or re-assigns calls
- Provides real–time updates with time stamping when the call is received, scheduled, dispatched, technician arrives, and call completed.
- Monitor technician status and location
The Call Schedule for WEEK and MONTH is a capacity planning tool with the following capabilities:
- Generates forecast of the upcoming workload
- Color coding aids in workload distribution for WEEK or by MONTH:
- GREEN – UNDERBOOKED – proceed to schedule calls
- YELLOW – BOOKED – approaching 100% of capacity
- RED – OVERBOOKED – STOP
- Call summary data may be viewed by WEEK or by MONTH and displays the following data:
- Available technicians
- Scheduled Calls
- Available Labor
- Scheduled Labor
- Labor Capacity %
The Call Schedule with OUTLOOK VIEWS is an interactive scheduler and capacity planning tool with the following capabilities:
- Generates forecast of the upcoming work load
- Displays total number of calls by Technician or by Month in a chart format
- Useful for scheduling PM inspections and other non–emergency service requests
- Calls may be moved to another day or another technician with drag and drop functionality
- Color coding aids in workload distribution for technician or month:
- GREEN – UNDERBOOKED proceed to schedule calls
- YELLOW – BOOKED – approaching 100% capacity
- RED – OVERBOOKED – STOP
Call Mapping – GPS Service »
Call Mapping increases efficiency by providing visual Global Positioning Satellite (GPS) locations of your service area, service vehicles, customer location and open service calls :
- GPS Board combines call information, technicians' current location and uses Microsoft® MapPoint program to show you a view of dispatch calls.
- “Plot Unassigned Calls” for a view of the technicians and their proximity to unassigned calls
- Find the nearest qualified technician to a pending call with one click
- Use the GPS Board to draw a technician route for the day including driving directions and actual travel time
- The Automated Vehicle Location (AVL) module uses (GPS) technology to track the movements of each service truck, and provide “best route” advice to technicians in the field maximizing travel time.
