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Field Service Mobile App Development - [x]cube LABS

Arrow S3
Arrow S3 is a $2Billion business solutions organization specializing in unified communications, voice and data technologies, contact center and network security. The app is used by Arrow S3's field technicians to solve customer issues faster and with better efficiency.

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Arrow S3

Arrow S3 is a $2Billion business solutions organization specializing in unified communications, voice and data technologies, contact center and network security. The app is used by Arrow S3's field technicians to solve customer issues faster and with better efficiency.

Background

All trouble tickets at Arrow S3 were received onto a web portal and the dispatchers would assign the tasks to technicians on a daily basis via phone. This was a tedious manual process and also resulted in high error rate. Moreover, their current system's main issue was lack of customer engagement. It was very difficult to engage clients on paper and due to which there was not much traction by sending sample chapters to the clients. [x]cube worked with ArrowS3 team on an iPad application that communicates with the backend ticket management system using web services.

Key Features

Access

The app allows technicians to access all trouble tickets based on the priority of their SLA, have map based navigations, take notes and also be able to solve issues faster and more accurately.

Dashboard

Users will be able to view their pending tasks, time remaining to meet a certain SLA and also connect with the dispatchers for additional support.

Field Service Automation Solution - [x]cube LABS

Challenges

Designing the workflow which will not only improve the workforce efficiency but at the same time make it simple and easy for customers to engage with the app was a major challenge.

Result

Arrow S3's team saw a significant increase in the accuracy of tickets being solved and also overall increase in workforce efficiency with the deployment of the app.

Here's how we helped Arrow build a field service automation solution to boost productivity and customer engagement.

BACKGROUND

All trouble tickets at Arrow S3 were received onto a web portal and the dispatchers would assign the tasks to technicians on a daily basis via phone. This was a tedious manual process and also resulted in high error rate.

Moreover, their current system's main issue was lack of customer engagement. It was very difficult to engage clients on paper and due to which there was not much traction by sending sample chapters to the clients. [x]cube worked with ArrowS3 team on an iPad application that communicates with the backend ticket management system using web services.

 

KEY FEATURES

Access

The app allows technicians to access all trouble tickets based on the priority of their SLA, have map based navigations, take notes and also be able to solve issues faster and more accurately.

Dashboard

Users will be able to view their pending tasks, time remaining to meet a certain SLA and also connect with the dispatchers for additional support.

Field Service Automation Solution - [x]cube LABS

CHALLENGES

Designing the workflow which will not only improve the workforce efficiency but at the same time make it simple and easy for customers to engage with the app was a major challenge.

RESULT

Arrow S3's team saw a significant increase in the accuracy of tickets being solved and also overall increase in workforce efficiency with the deployment of the app.

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