Assign service requests to your field agents whenever a service ticket is raised. Using the Kapture mobile app, they can view alloted service tasks, check-in at the incident site and resolve tickets as they go. Update the status of the ticket, enter issue details and even schedule additional meetings on-the-go.
Kapture makes it easy to create a service plan for all field agents and schedule a service visit or a meeting based on their availability and location. The service cloud CRM populates the ticket details, customer information, incident location and further details all on a single page. Get notified about every ticket in real-time and assign it to an agent on the field.
Share customer product history, problem particulars, past conversations and additional notes with field service agents to help them better understand an issue. Host all relevant data on the service cloud where it is synced in real-time and kept secure as we are certified in Information Security Standards – ISO 27001, GDPR and HIPAA.
Give your on-site agents the option to share images and notes related to the product that they deal with at the incident site via the mobile app. Receive a service report after a ticket is closed by having your field agents fill out a service form with just a few clicks on the app.
View your agents’ daily service schedule and keep tabs on their pending tasks using Kapture. Get service task information, meeting details or daily service plan updates via push notifications, email or SMS in real-time. Automatically notify your customers via email and SMS, when the ticket is closed and collect feedback for the services offered.
Do more with the mobile app – view service tasks assigned, check-in and check-out at the customer’s location and update ticket data all from one place. The app is compatible with both iOS and Android, giving you access to all the information that you might need on-the-go.
Using the CRM, your service team can deploy a field agent to the incident site based on incident priority, customer location and agent availability. Offer your customers prompt service, receive feedback from customers for the services rendered and help your field support agents improve based on the feedback received.
Before Kapture, this was a manual process; the entire idea of bringing Kapture into the picture was because we could not keep track of the entire database of people who walked into our service centres as everything used to be handwritten in a service log book maintained at every service centre. It was tedious for the service engineers to maintain a database of the number of tools coming in for servicing and they had to compile them all in an Excel sheet to track and produce reports