“Our people both in the field and the back office are happy with the results,” Jop told us. “The app is easy to use out on location, while at the same time ensuring that the back office gets all the information they need. And it’s all immediately digitized. There’s no more need for manually entering or copy/pasting any information into the system.”
Jop estimates that the app is already generating efficiency improvements at anywhere from 5 to 15 minutes per job. Multiplied across the number of jobs, that all adds up to significantly more efficiency in the process. Most of that improvement comes from removing the need for admin and paperwork, which is usually everyone’s least favorite part of the job.
When working on the development with us, BAM wanted to make sure the app was simple and flexible enough to use in every situation, whether out in wind and weather, on a smartphone to get good photos, or on a tablet in the van. It had to have buttons big enough for gloved fingers and an easy flow to save field technicians time and frustration when out on location. It also needed to make it as easy as possible for them to prepare, execute, and report back. Preferably all in real-time, of course.
The real advantage, according to Jop, is that the app essentially takes the Contractor order workflow entirely mobile for the field technician. When an order comes in, it is initially processed in the Contractor back office and the planning is coordinated through integration with Ortec’s OFS (Ortec Field Service) system to determine which field technician with which skills and materials, and at what distance, is best suited for the job. That team then receives a clear and comprehensive work assignment in the app that includes all the relevant tasks and materials lists.
The workflow in the mobile app allows timestamping for the different parts of the job, from the moment the technician arrives at the address till the moment the incident is solved or the connect order is completed. The field technician can record materials used and upload photos and SOR files that are immediately received by the back office once the job is finished. The step-by-step process ensures that the entire process is followed correctly, and that the information reported back is complete. Everything is efficient and easy to follow, thereby minimizing the risk of errors and having to go back multiple times to finish the work.
“One other important thing for us,” Jop added, “is that the app makes it possible to keep the entire chain up to speed and informed of the status in real time. That’s important for compliance with our SLAs with customers. When we only have a limited amount of time to solve an incident, for example, we don’t want to waste it not being able to reach someone on the phone or waiting for someone to type data into the system. With the app, our customers know immediately when the job is complete. That gives us a lot of peace of mind.”
