Resco Cloud quick guide for Field Service technicians

From Resco's Wiki
Jump to: navigation, search

Resco CRM flawless desktop experience

Resco Cloud landing page.png
  • Real-time data that’s fast, secure & easy-to-use
  • Collaborate with the office & field teams
  • Instant customer and product insights
  • Intelligent & beautifully designed UI
  • The same look & feel like the mobile app

Resco Mobile CRM unlimited offline mobility

  • Eliminate paperwork
  • Optimized driving routes
  • More accurate data & field locations
  • Gain customer satisfaction
  • Improve customer retention

Resco Cloud desktop utilities

  • Display information about the customer, case history, installation manuals, product documentation, job schedule, task details, and so much more.
  • Eliminate paperwork by storing manuals and instruction sheets in the cloud.
  • Organize your agenda and schedule customer visits visually in a calendar.
  • Design your daily route plan on a map and schedule appointments.

Resco Cloud desktop activities

  • Manage activities, assign work orders to your agents, record times.
  • Create automated workflows to guide field technicians throughout daily tasks thanks to business rules.
  • Sync the desktop CRM with the app and make the information flow between the back office (using the desktop CRM) and service team (equipped with the mobile app).

Resco Cloud mobile features

  • Work offline: Access the company’s CRM data via mobile device from any location, even without an Internet connection.
  • Get a completed service task form signed off digitally.
  • Scan barcodes or QR codes to enter parts used, get more info on the material or to add the products to the order.
  • Enter and track parts or materials used.
  • Run reports and print documents such as contracts, certificates, warranty info, quotes or a price list (most printers support wireless printing nowadays).
  • Capture signatures for completed service tasks.
  • Receive notifications from your colleagues or supervisors.
  • Track email communication (Exchange, Gmail).
  • Place & log in your phone calls.
  • Utilize chat to ask a colleague for a quick consult.
  • Display activities, cases and other records on a map.
  • Access your Dropbox/SharePoint files.
  • Collect data with checklists, surveys, questionnaires, polls and filling safety forms (e.g. store all your findings by ticking checkboxes or dropdowns).
  • Attach documents and multimedia to records (pictures, videos, audio).
  • Save the GPS position as a proof of actually being on-site.
  • Support of custom entities (e.g. work orders).
  • Use any smartphone/tablet.

Mobile Field Service scenarios

Inspections scenario
  • Give your inspectors a handy gadget. Whether they do preventative or damage inspections, they can easily perform their inspections on site without needing to carry any extra paperweight.
Maintenance & repair scenario
  • A service technician can provide the most amount of information while being on-site. Anything ranging from picture proof evidence, more products that need to be ordered, anything that could be fixed on-site, and more. Everything can be logged within the app.

Inspections scenario

  • You get a list of inspections for the day assigned via the Mobile CRM app—no need to call the office or go there personally to pick up the schedule.
  • Take a look at the map that shows you your the appointments for the day & plan your day accordingly—even with cancellations or making switches for priority-based clients (ex. Priorities based on locations/emergencies).
  • Call people to schedule times and off you go.
  • Arrive at the 1st site and start the inspection questionnaire.
  • Inspecting the site or an Insurance Claim — e.g. does the vehicle appears to have damaged headlights caused by a crash? Your answer ‘yes’.
  • “Is the car damaged?” Immediately after, a new window appears, asking you to snap a picture of the damage.
  • Once you finish the questionnaire and try to send the claim to the back-office for processing, the app reminds you to ask the car owner for a signature that verifies the results of the inspection. Done.
  • The report is saved and automatically stored in CRM —now others can follow up on it, whether it’s your superior who needs to approve it or the finance department that’s going to reimburse the customer.

Maintenance and repair scenarios

Home screen
  • The home screen entails default entities as well as custom entities that the technician uses every day.
  • Dashboards provide an overview of what’s most critical when it comes to information needed—fast. Whether it be service tasks in different stages (new, in progress, on hold, or problem solved), the number of resolved & open repairs for each month or even recent claims from customers—it’s all there, at face value.
  • You can customize it by adding your own records and views – exactly as you see fit.
  • It can show graphs, lists, iFrames, and even charts. By clicking on the chart, you can select the chart type of your choice (pie, column, bar, funnel, donut).
  • Calendars offer a different outlook on your day. With different views (Day / Week / Month or Agenda) of the appointments and service activities, you can see what needs to get done ahead of time and make sure you have no conflicts with your personal calendar, as well.
  • You can create a new appointment by tapping and holding your finger on the screen or reschedule it by sliding it into a different section.
  • The interactive map can show Accounts, Contacts, and Today’s Appointments. This way, the technician can catch up with the customer closest to their location.
Route planning
  • With the route planner, the technician can add scheduled activities on the map and get an estimated arrival time for each appointment.
  • You can zoom in/out and select any record by tapping on it. When you select a record, you can view and edit the details about it. You can even let the map help navigate you to your customer and plan your daily route.
Service activities
  • Jot down and edit details about activities (appointments, emails, phone calls, tasks) such as, location and time, convert them to cases, or just mark them as complete.
Accounts, contacts, and leads
With Accounts, Contacts & Leads the technician can:
  • add new records, edit & delete them
  • switch to a map view to display their location
  • browse associated fields (Info, Map, Contacts, Cases, Activities, Quotes, Orders, Invoices & Notes)
Calls and email
  • Call or send an email directly from the app.
  • Go into a record and tap on the phone icon next to the phone number or the envelope button next to the email address.
  • On iOS devices, you can also swipe your finger from left to right to display buttons for making a call or writing an email.
Customer details
  • The technician can have a 360° view of the customer with all the most important details. Ranging from activities, address to all the service and repairs history.
List of products
  • Carry the overview of all products – browse through the product name, ID, type, standard & list price and quantity at hand.
  • IFrames allow you to bring in custom elements into your CRM. Use them to access customers’ websites, the company’s intranet or get last-minute facts on the prospects by quickly looking at their internet presence. IFrames work both online and offline.
Multimedia attachments
  • Attach notes, such as, photos, videos, audio and signatures.
  • Record any detail of the service activity, case, or work order.
Knowledge base
  • Carry the manuals, contracts, certificates, price lists or product presentations directly in the app.
  • Receive notifications or share information about upcoming tasks with colleagues or supervisors with the integrated chat.

A typical day

1. RECEIVE NOTIFICATIONS: The technician in the field receives an update on a scheduled meeting with a customer via mobile device.
i.e. it could be a notification from a colleague or a task from a supervisor about a product repair or equipment installation that needs to be done.
2. GET CUSTOMER INFORMATION: Checking their agenda for the day in the calendar, the technician retrieves real-time information prior to a customer visit as the CRM app tracks service issues by customers and also reviews the maintenance contract for that particular customer.
3. NAVIGATION: The technician simply prompts the app to show the location of the customer’s venue on a Map and immediately gets a route planned with turn-by-turn directions.
4. RETRIEVE DOCUMENTS: While repairing or installing, the technician can have product manuals available in the mobile app to guide them through the process.
5. SHARE THE PHOTOS: To identify, get advice and fix the problem quicker, the technician can communicate and share the pictures of what they see via chat with his field colleagues or the back-office.
6. ACTIVITIES AND ATTACHMENTS: The service worker is able to store the pictures & notes, and log the service as a completed activity in the CRM system.
7. BARCODE/QR CODE SCANNING: Any material the service worker uses during the service can be scanned via the QR codes and can be later invoiced.
8. SCHEDULE MEETINGS: After the service task, the worker schedules a follow-up meeting with the client.
The worker‘s supervisor will be informed at all times via the CRM system and will be able to assign new tasks throughout the day.
It does not matter if you’re an individual repairman or a large organization with many field service technicians – Resco Mobile CRM allows everyone to organize, automate and improve customer service, technical support, and sales.