Customer Profile – Etechies.in | India
Etechies.in is a fast growing retail tech support company with over 200 technicians in 9 cities in India. Their services include
- Onsite/Doorstep – Laptop & Desktop Repairs
- Annual Maintenance Contracts
- Technical Support
The Challenge
Given an extremely rapid growth rate, the company was struggling to maintain service levels. As the number of technicians grew everyday the main challenges were
- Coordinating customer appointments & ensuring the tech reaches on time
- Ensuring service levels by making sure every technician follows a process
- Their call center team of over 90 people was already running a CRM
Easyf6 – The Solution
Etechies.in looked at many options & selected Easyf6 as a partner to deploy this field service solution. We worked closely with the customer & provide a solution with the following key features
- Full integration with back-end CRM – The call center team didn’t have to learn a new software
- A central team of 3 dispatchers can now manage & allocate jobs to over 200 techs in 9 cities
- Customer notifications – as soon as job is assigned/updates if tech is running late
- Custom workflow for each tech – Add notes, take customer signatures, etc.
- Online Payments – Collect credit cards directly on phone
Easyf6 – The Results
- Average call time per customer with dispatch down
- Jobs per technician per day increased
- Customer satisfaction up due to the regular updates sent directly by the system
- Payment collections increased