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
Customer Testimonial
EasyF6 “WOW’s” our customers
At etechies.in, In order to continue the level of service our customers expect, as well as grow our business in a highly productive linear curve, we knew we would need to deploy a field service management and mobility solution.We started out by assessing partners , we found that EasyF6 deep domain expertise, in conjunction with their robust solution, offered the breadth and depth of functionality, as well as the level of flexibility, that was the perfect fit for our organisations’ needs. We also felt strongly that Kumoteam is a company in which we could create a long-term partnership for ongoing product enhancement.EasyF6 has provided us with a competitive edge to deliver superior service backed by a whole lot of “wow” features to enhance the customer experience.