|Couriers and delivery||Logistics and distribution||HVAC||Elevators||Water and pool purification||Industrial equipment|
|IT||Traffic & parking control|
MINIMAL WAIT TIME
Accurate time estimates minimize customer’s wait window
HELLO, WHERE IS MY TECHNICIAN?
Increase customer satisfaction by informing customers about ETAs
Increase first time fix rates and increase workforce efficiency
Capture market intelligence about customers and competitors
The appliance repair, delivery and installation industry faces an ongoing challenge to minimize the customer’s wait window and provide an enhanced delivery experience that increases customer satisfaction - the cornerstone of a service excellence service excellence.
Hormiga’s predictive analysis tools provide dispatchers with the ability to continuously update customers about accurate ETAs of repair, installation and delivery personnel, thereby enhancing customer satisfaction. Dispatchers also view predicted time windows and assign a new WO in the middle of the day to an employee whom the system foresees is most likely to arrive on time at a particular location.
Using Hormiga, teams are equipped with up-to-date information about WOs, customers and assets on the premises, enabling them to solve problems quickly and accurately, increasing FTFRs and reducing resolution durations. Field reps are provided with clear and continuous instructions displayed on their mobile device throughout the workday, ensuring that they arrive on time and provide qualitative service. This heightens productivity and assures compliance with company’s work procedures.
Hormiga has furthermore integrated into the work process an intuitive online sales toolkit that helps field representatives to suggestively sell a variety of add-on services and products. With direct access to all customer information, including service history and warranties, a representative might suggest that the customer purchase an additional service or product; the renewal of a service agreement; or the upgrade of a device to a newer model.
Hormiga’s intuitive market intelligence tools enable field personnel to gather valuable information about competitors, customer behavior patterns, number of family members and rooms – invaluable data that can be used for tailoring unique offers suitable for specific customer needs.