The Hive: When Technology Meets Service
The current methods of phone calls, Emails and Texting the service request and communicating status until the machine is repaired creates a lot of waste, frustration, and resources. Customers and Service Providers lose billions of dollars a year and valuable Technician time is wasted driving for parts given the lack of information given at the point of the request.
Challenge: These methods do not create analytical data without entering them in a business system. The equipment industry faces many challenges with first call fix rates. Currently 25% to 75% of the time the technician needs to leave for a part and return a second time to repair unit, increasing down time and cost.
Phone Call:
Hitting codes to reach a person, waiting on hold, leaving messages, did they get the message to send me a technician, having to call back to get more machine details needed to open a work order and dispatching a technician.
Email:
Opening an email mobile or waiting until back in the office, typing in the needed info, make, model, serial number, the issue with the machine, is it operating or down, etc. Companies and customers are overwhelmed with so many emails, they get lost as well and often emailing back and forth until the right info is received.
Texting:
This method is the quickest of them all, the challenge is the person working you are sending it to, typing in the unit information, what customer is sending it, are they authorized to place a service request, etc. Often sent to a technician who still needs to place a call to his office to get a work order open.
Hive Quick Response Solution - How It Works (Simplifies with real time status communication)
- Cloud Technology – Real Time Connection, creates Analytical Data
- Scan the equipment encrypted decal with the App pulls correct machine data
- Click if the machine is Operational Yes or No (Allows Prioritizing down equipment)
- Describe Issue as best as possible to inform your service supplier
- Take photos of issue to show the issue (photos become data for future analytics)
- Hit Send and the request is immediately at the service supplier with the right info
- Pre-dispatch planning is now possible to plan parts and technical expertise
- 45 Seconds or less the above is complete by the requester and immediately actionable
Service suppliers should provide this technology for their customers and machine users should ask their service suppliers to provide. Contact us to learn more if you need more information?