Experience based collaboration across technicians provides the next level of problem solving beyond the routine trouble shooting and service information. Today technicians are under increased pressure to Fix it Faster to support customer satisfaction – This drives the need for ‘here and now’ or ‘tell me what to do now’.
Growth in product complexity and technologies makes it very difficult and cost prohibitive for technicians to be trained on changes or new systems – driving the need for on-demand information and collaboration. Mobile access is extremely important to technicians and must be part of any repair solution.
19% - Decrease in average time to repair*
*Metrics from Service Max 2014 Survey
Core of Collabtic Platform -
- Smart Technician Communication Platform driven by Structured Data, Seamless Workflows and Data Analytics
- Data is customized to each industry and business
- Automated Knowledge Share through Data Algorithms
- Proactive notifications and alerts to seek out FIXs
- Auto-match service problem to experts
- Technician Incentives with performance incentives
- ‘Service Request’ to connect customers to service providers
- Wide integration with 3rd party applications