All of the above are an integral part of our lives. From home appliances to office electronics to industrial electronics they are all complex and need care both from users and specialized service engineers.
Looking at a customer journey, more than eighty percent of it is covered by aftermarket services functions. Quality of services shapes the most of customer experience. Marketing functions invest a lot in capturing customer experience from various sources including a lot of inaccurate digital assets and aggregated samples that are only indicative and often misconstrued. Expensive decisions are made based on such insights.
The real customer pulse comes more out of real interactions and real touch points. The most number of such authentic touch points come from the services cycle where the engineers who play the role of trusted advisors to customers are solving customer problems and communicating with them in the right context.
ODOCON Serve starts capturing customer convenience right from the point of sale. As a first, the mobile app of Serve helps customers guide through the pre-requisites for an electronics item to be installed and shares an e-warranty certificate capturing details like expiry data for further processes.
The customer is guided through sections of the User App and authenticated using pictures and videos that are attached with the customer request for an installation schedule. For service, repair or replace requests they can communicate product issues using the same picture and videos tool. This feature helps save a lot of cost incurred due to wastage of a service engineer's time which is a precious resource given that the demand of engineers outgrows supply significantly at any time and any part of the globe.
Such hundreds of thousands of requests gathered in a day or in specific intervals of hours as set by the company are mapped with supply resources to come up with plans of activities optimized in all possible ways. Over a period of time this layer keeps getting mature as it processes more and more data.
The plan of action is then communicated to respective service engineers whether they are under direct payroll or under a partner payroll. Based on the corporate policies these requests can either be accepted or rejected by the engineers. On rejection they are redirected back to the automated allocation engine for reallocation. In case of requests not being able to be allocated within a corporate stipulated timeline they report as types of alerts based on the emergency level to relevant authorities.
Acceptance of a request initiates the most critical part of the service cycle with an automated confirmation going out to the customers. Customers are now expecting a trusted advisor who will reach at the promised time or at least communicate if stuck in an unknown or out of control event, communicate humbly while hearing through the challenges and suggesting solutions and take care of them in the best way possible.
ODOCON Serve is the friendly well behaved robot working, sleeves rolled up, with Service Engineer on one hand and customer on the other to help achieve all end objectives.
After sending out the confirmation to a customer, Serve starts tracking the geo location of the Engineer from a particular instant as defined by the corporate and send out vicinity alerts to the customer. This helps the customer to get prepared or reach the site before the engineer arrives. In case of the customer not being able to make it at the scheduled time they get an option to reschedule or cancel the appointment. Rescheduling sends it back to the core engine for reallocation.
Let's say everything went well and the service engineer hits the site as stipulated and starts doing his job. There can be several different types of situations. Rescheduling is an option that can be used till before successful completion of tasks.
Considering an engineer is relatively new at his job or new with a machine, he might need support from either central management hubs or fellow engineers with adequate experience. ODOCON enables a platform for real time support besides the internal text or video based knowledge base.
Servicing electronics can lead to replacement or repair of the machine. Depending on the status of warranty pulled from customer data, if it leads to replacement then a real time request with attached documents and pictures are shared with relevant authorities back in corporate in real time. In case of repair,the engineer can raise a request for spares subjected to availability from a live inventory with any warehouse in the ecosystem. Real time inventory demand and movement will help you improve on global supply chain management and planning for manufacturing or assembling.
Completion of services presents a great opportunity for customer engagement. The Service Engineer can identify several needs, for example product accessories like a table-top mat for a refrigerator or a bucket holder of clothes for a washing machine while talking to the customer. Using the ODOCON web based backend platform updated by either corporate or partners the service engineer app can sync in real time for information on live inventory. The same app can be used to raise requests shooting either a notification to the customer through the customer app or sending a text message with an URL for confirmation and payment towards the requested accessories.
ODOCON integrates with your core process management systems to send data and retrieve formal communication like invoices to share them with relevant parties all in real time.
Configuring ODOCON starts with Masters Management. All kinds of data, people and assets are captured along with all their attributes. The core processes of the mobility platform are then connected to each of these components. All assets and people are geocoded for real time visibility and control. This forms the second layer of the system.
The third layer captures interactions between the components as defined in policies and business rules. For example approval workflows are configured with mobility processes like scheduling and tracking all connected to the people and asset components. Notification and Alerts are implemented keeping compliance goals in mind.
Finally the Management needs a complete rear view mirror to drive the corporate system efficiently. ODOCON presents the opportunity of speeding up Management views to almost real time. The system offers a platform for Real Time Actions. Dynamic rerouting is a possibility the system can help organizations achieve. For example, when a customer reschedules five hours before a scheduled task the precious time of the service engineer can be utilized with a real time reallocation and reassignment.