By Mike Holihan
Operations Manager
When Hughes rolled out its tablets to the service technicians in February, a project that was months in the making changed everyone’s lives in an instant: instant posting of call resolutions; instant notifications on job status; instant work order submission for faster follow up with customers.
But the faster communication capabilities are just a few of the benefits. The use of technology has improved the customer experience as well, as we now have the ability to provide more information to the field for an increased level of service.
The tablets already provide the technicians with a work history for each account and each unit, and it’s just the beginning. Tools such as operations manuals, internal forms like start-up sheets and unit replacement forms, and photos and data from previous maintenance visits will be added moving forward.
Reports from the field so far have been positive, and our technicians have been providing valuable feedback and suggestions to the service department. Among the changes that Hughes has requested from the software provider are summary sheets for customers to view when signing the tablets and the ability to automatically email work orders to customers when a call is completed.
While we don’t currently know when these changes will be implemented, the software provider has announced that more updates are coming soon. We look forward to using this technology to improve on the services that we’re already providing.
Operations Manager
When Hughes rolled out its tablets to the service technicians in February, a project that was months in the making changed everyone’s lives in an instant: instant posting of call resolutions; instant notifications on job status; instant work order submission for faster follow up with customers.
But the faster communication capabilities are just a few of the benefits. The use of technology has improved the customer experience as well, as we now have the ability to provide more information to the field for an increased level of service.
The tablets already provide the technicians with a work history for each account and each unit, and it’s just the beginning. Tools such as operations manuals, internal forms like start-up sheets and unit replacement forms, and photos and data from previous maintenance visits will be added moving forward.
Reports from the field so far have been positive, and our technicians have been providing valuable feedback and suggestions to the service department. Among the changes that Hughes has requested from the software provider are summary sheets for customers to view when signing the tablets and the ability to automatically email work orders to customers when a call is completed.
While we don’t currently know when these changes will be implemented, the software provider has announced that more updates are coming soon. We look forward to using this technology to improve on the services that we’re already providing.
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