The document outlines an innovative mobile and cloud-based solution for service engineers that optimizes support functions by improving productivity, efficiency, and transparency. It includes features like real-time reporting, location tracking, and authentic work-related reporting to enhance accountability and responsiveness to customer needs. The system enables seamless coordination between call center executives and field personnel while ensuring accurate documentation of service requests.

1. An Innovative Mobile
Solution
For Service Engineers

2. Establishing
training needs
of support
engineers
Availability of
Support
Engineer at
the right time
Recording
uptime and
downtime for
any complaint
Keeping them
on their toes,
taking
customer
signatures
Authenticated
conveyance
reimbursements
to the engineers
Achieving
service targets

3. • Optimizing the support function by maximizing complaints
handling and minimizing cost while maintaining the company’s SLA
of maximum down time
• Lack of visibility of the field staff with regards to
productivity/efficiency, who is most efficient and who is least
efficient becomes difficult to establish due to lack of system
• Managing attendance records of the people reporting for work
directly in the field
• Lack of proper work related reporting – A report which is really
authentic, honest and most importantly ‘Timely’ so that any
corrective action could be taken instantly
• Authentic conveyance vouchers
• Extra-time working calculations
• Objective incentive calculations based on objective target setting

4. • Improves productivity & efficiency amongst field and office teams
• Pushes transparency & accountability to a much higher level
• Instant visibility to Management on service related
activities/initiatives
• Improves the speed of flow of information from employees in the
field to their respective reporting heads
• Quick traceability of employees in the field
• Has positive impact on the expense reimbursement for
conveyance bills for the field force
• Overall, it makes an organization agile & responsive to the needs
of its customers impacting big-time, the image of the organization.

5. • A cloud and mobile solution works only through a secured login.
• Multi-user, multi-role, multi-location solution
• All reports pushed from mobile phone come along with location
details and date & time stamp.
• Photo Attendance, a selfie or a photo of the location gets
uploaded on the server with date/time and location details on click
of a button on mobile. This record cannot be manipulated and is
therefore authentic.
• Location Tracking on a given frequency of some or all the
employees.
• Photo Work Reporting, a photo of the location gets uploaded on
the server with date/time and location details. Again, these
records cannot be manipulated by the user and are therefore
authentic.
• Master data management

6. • Complete Cloud based CRM for service support
• Allow creation of Service Requests (SR) by the call centre support
executives
• Complaint assignment happens through a map which shows the
customer location and plots the position of the service engineers
• The SR gets reflected on service engineer’s mobile phone along with
customer details and time slot
• The field executive acknowledges a particular SR by opening it, clicks
on ‘Started’ when he moves for the customer location
• The status of an SR changes on the web interface along with location
details of the service executive from where started for the call
• Service executive enters the disposition of the complaint on his mobile
phone against that SR, which gets recorded and reflected on the web
interface.
• Therefore the system shows the time complaint was received, time
when assigned to engineer and time when resolved.
• All coordination between the call centre executive and service boys
happens instantly and in real-time

7. Proposed Solution Design
Mobile Application Web Portal Reporting
GPRS/
Internet
ImagesGPS

8. • Solution should be simple and user-friendly and easy to use
• Real Time Reporting to all stakeholders
• Quick Deployment
• Easy to Scale with respect to functionality and locations

9. Quick Implementation, Easily Adoptable
Initial Setup
Master Data
Mobile App
installation and
user registration
Training
User Training at
various levels
Support
Field Support /
Handholding

10. End User – Just owning a Mobile Phone with
• Android OS
• Camera
• Internet (GPRS/Mobile Data)
• SMS
• GPS
Cloud Based Server (SAAS Model)
• Windows
• SQL Server
Domain Name
• Application will be hosted on our server

11. F i eld F o rc e Ma na gem ent
F o r
Servi c e Pers o nnel

12. Process Flow – Sales Support
Customer calls callcentre
Call centre exec creates
Service Request (SR)
Assigns SR to an Engineer SR is pushed onto the
mobile of service engineer
Service Engineer
acknowledges the SR, thus
recording its date/time
and location
Clicks on ‘Started’ for an
SR, records started
date/time and location
Enters response for an SR
on mobile, recording
date/time and location
Instant status updation of
the SR with disposition on
the web

14. Click to
open the
Service
Module

16. Click on it to
create a new
Service Request

17. Details of customer/Installation

18. The time a
Service Engineer
starts for the call
from his current
location
The time when Service engineer
reaches @ problem location
The time when Service engineer
resolves the problem @ customer
location /installation site
Current status of
the complaint
Assign a Service
Engg to an SR

19. Select Service Engineer from the list and click on
Assign Button. The customer location and the nearest
service engineers’ location is plotted on a google map

20. Customer Care can
quickly assign & push
the Service Request to
various Service
Engineers on their
mobile phone

21. Service Engineer can
view details of a
particular Service
Request and submit
response for that
complaint from their
mobile phones
Send response
against this SR
Click on this
icon while
starting for this
call
Show location
on map

22. Service Engineer can
submit disposition for a
particular Request
through mobile. The info
comes along with
location details
automatically through
GPS.

23. Status of Service Request
like Closed/Cancelled

24. Send Response to: info@saraltechnomart.com Ph: 91-88 00 999 281,
88 00 26 70 70