February 26 2014

Mobile Technician Handheld Technology: 2014 Innovation in Customer Service, Silver


Melina Metzger, Public Relations Manager
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2014 Stevie Silver Award for Sales & Customer Service

Congratulations to Safelite’s IT team, who won Silver in the Customer Service Innovation category for the eighth annual Stevie® Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact center awards, and customer service awards.

More than 1,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition, an increase of 36 percent over 2013. Finalists were determined by the average scores of 129 professionals worldwide, acting as preliminary judges. Entries were considered in 43 categories for customer service and contact center achievements. More than 260 executives around the world participated in the judging process for the 2014 awards, to determine the Finalists and then the Gold, Silver and Bronze Stevie Award placements.

To equip technicians with the proper support to provide mobile service, Safelite’s IT team developed a proprietary Mobile Resource Management (MRM) software initially in 2007 that is loaded onto techs’ smartphones. Beginning in 2011, the IT team set out to 1) enhance the software for better functionality and 2) update the handheld devices to a more user-friendly model. The third iteration of MRM and the new smartphones were rolled out in 2013.

MRM3 features everything a technician needs to provide an exceptional customer experience on the road. The flexible, event-driven workflow streamlines technicians’ day. The home screen displays their daily work order list and map view to each location. The daily manifest can be changed as needed by the technician. They can start each job by collecting basic customer information and completing a digital pre-inspection of damage supported by photographs. They can update parts used for better customer records. And they can close with a safe, secure payment.

MRM3 improves the customer and technician interaction. Advantages include:
• Convenience: Technicians can call the customer from the work order on their screen to notify them when they will arrive.
• Security: Customers can sign the pre-authorization form and receipt from the smartphone, which can then be emailed to the customer. The automatic device lock after a short period of inactivity protects customer information.
• Quality: Technicians have quick access to tips and tools of the trade to address the nuances of different vehicle styles.

Additionally, MRM3 offers:
• Better mapping and integrated geo-navigation systems to find the customer’s location
• Larger, touch-screen navigation is easier to use
• Hi-res cameras better support barcode scanning and pre-inspections
• Speech to text communications options
• Broader internet access for training, installation/repair tips, or company communications
• Improved safety and legal compliance related to mobile usage

To promote safe driving, the application enters Safe Drive Mode, restricting use beyond the Navigation function, when driving more than 10mph.

Safelite also is updating the handheld devices to the Samsung Galaxy Note® II smartphones (replacing the older generation devices currently in use). The Note II was selected with input from technicians. The device’s features were well-received during infield tests.
• The large 5.5” HD Super AMOLED™ touchscreen display provides high resolution for optimal content viewing.
• The S Pen™ allows technicians to conveniently write down directions, phone numbers and other information while on a call.
• Multi Window split screen multitasking allows technicians to seamlessly run multiple apps on one screen simultaneously.
• As a SAFE™ (Samsung for Enterprise) device, the Galaxy Note II includes security and feature enhancements that provides protection of customer and company data.

What this means for the customer is fewer missed or late appointments, and a better prepared technician ready to tackle the nuances of your particular vehicle. To technicians, it means access to the best, most innovative tools that help them complete their work and shine on the job.

Kathy Domer, an IT Manager at Safelite led the project. She has been with Safelite for 11 years. As a manager in IT, Kathy has served as a business analyst, project manager, application designer, and business liaison with the company’s Field Operations, Supply Chain, and Client Services teams. During her career with Safelite, she has had key roles in the design and implementation of the Safelite.com website (which offered the industry’s first integrated, real-time pricing and scheduling functionality), the company’s bedrock scheduling and routing systems, and the forecasting methodology used to optimize the operations workforce. She holds a Bachelor of Science in Business Administration with double major in Management Information Systems and Marketing Research.

About The Stevie Awards
Stevie Awards are conferred in five programs: the Asia-Pacific Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.

More than 400 nominated customer service and sales executives from the U.S. and several other countries attended the gala banquet. The Business TalkRadio Network will broadcast a recording of the presentations this Wednesday, February 26, at 8:00 pm ET. Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/sales.

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