KENT ENGINEER APP · 1. Action taken - Engineer select the what action to be taken on case w.r.t...
Transcript of KENT ENGINEER APP · 1. Action taken - Engineer select the what action to be taken on case w.r.t...
KENT ENGINEER APP
Benefits of using Engineer App
What you need?
Quick Easy Steps
Add & approve new Engineer in CRM
Steps to download engineer app
Walkthrough Of Engineer App ( Engineer & Manager Login)
Agenda
Engineers
• Cases will get assigned automatically and technicians can see the call and correct
address.
• Part replacement history of customer is readily available.
• Technician can close the call directly from mobile app.
• Engineer can give estimates directly from App and collect payment details.
Franchisees
• Real-time tracking of service call.
• Real-time feedback from customer in the form of Customer Rating.
• Remarks filled by service technician will be visible directly in CRM.
• Provides franchisee with precise data about when cases are getting attended and closed
by engineers.
Benefits of using KENT Engineer App
• CRM Access at https://dynamics.kent.co.in
• Engineer with Android Mobile phone
Screen size > 5’’
RAM – 1GB
Version – KitKat and above
• Internet connectivity
4G or Volte (preferred)
What you need?
Quick Easy Steps
• Add your engineer and their username passwords in CRM
• Install App on Engineer Mobile phones using URL
https://www.kent.co.in/Engineer_App/app.apk
• Login to engineer mobile phones using above created username and passwords
• You will start getting assigned calls on mobile phones. Start closing them as per TAT.
Add & Approve New Engineer
Process Description:
• New engineers can be added by Service Franchisee.
• Once added successfully, engineer will be submitted for approval.
• On submission SMS notification will be send to ASM & OTP will be send to
engineer.
• ASM further update training manager to provide training to new engineers.
• Based on grade provided by Training managers ASM will approve or reject
engineer.
Add New Engineer
• Login in CRM with valid credentials of Service Franchisee.
• Navigate to PAN India Service >> Engineer.
• Click on new option to create new engineer
• Enter mandatory details & click on Save button.
• Engineer ID will be generated & Submit for approval button will be visible to
Service Franchisee.
• Upload the mandatory documents under Notes & attachment and click “Submit
for approval” button
• Status reason will change to Pending for approval. OTP is send to engineer &
SMS notification is send to ASM
Approve or Reject Engineer
• Login in CRM with valid ASM credentials.
• Pending for approval list will appear to ASM under Active Contact Engineer
• ASM can reject or approve after verifying OTP sent to Engineer mobile
number based on grade provided by Trainer.
• Once approved, engineer will become active for Service Franchisee
• Select and open an existing engineer from the list.
• Select and open an existing engineer from the list
Creating User ID & Password for an existing engineer
Fill user id as desired, mobile IMEI number and password for the user
Steps To Download And Install The Application
To download the application, open the link provided by KENT RO Systems Ltd.
https://www.kent.co.in/Engineer_App/app.apk
• Once you click the link, download will start automatically and will appear under notification bar.
After clicking on the installation file a confirmation message will pop up to grant the access to the application
• Once the installation is completed a confirmation message will pop up to inform that the application is successfully installed on the device
Once you open the application login screen will appear
Type user name and password and click on sign on option to log in.
Sign In
Navigating Through the Application•Once the synchronization is completed, engineer will be able to view all the cases assigned to them.
•On the home screen page we have following option available.
1. DRAWER
2. CASES
3. FILTER OPTION
4. SEARCH
5. CALL TO CUSTOMER
6. UPDATE STATUS
7. CLOSE CASE
8. CASE HISTORY
9. NAVIGATE TO CUSTOMER ADDRESS
10. CASE DETAILS
11. CUSTOMER DETAILS AND REPORT PROBLEM
1. Drawer
On the drawer screen page we have following option available.
1. HOME2. SYNC3. PROFILE4. LEAD5. UPDATING RATING IMAGE6. SPARE REPORT7. CHANGE LANGUAGE8. PRICE LIST9. SIGNOUT
Home
• Once application is loaded
successfully, it will landed to
dashboard or home screen
which consists of case and
details, filter option, search and
main menu.
Sync
• LAST SYNC ON - Shows the last date and time when synchronization was done
• PENDING SYNC – Select this to synchronize offline case manually sync.
Profile
◦ Engineer can update profile image from profile
Leads
◦ Engineer can create lead for any customer by clicking at + icon from Lead Screen.
◦ Engineer can create lead for products by entering mandatory details & clicking on Submit button.
Updating rating image
•Engineer can update rating image for online cases using Update rating image section of application.
Spare Report
•Engineer will be able to view spare report based on spare parts added by engineer.
Language
•We support all language as shown in image.
Pricelist
Shows price list for available
spare part w.r.t listed product
Sign out
On click at “sign-out” button engineer will be logged out of application
2. CasesOn the home screen the engineer will be able to see all the cases assigned to him in three different categories which are easily accessible by just selecting them.
1) OPEN CASES – Cases assigned to engineer will appear under Open tab.
2) WAITING CASES – Cases moved under waiting status will appear under Waiting tab.
3) CLOSED CASES – Cases closed by engineer will appear under Closed tab.
3. Filter
In order to filter and select specific category calls select filter option on the home screen
Once the filter option is selected it will show a new drop down to select specific category cases.
4. Search
Engineer can search case
with providing valid input in
search text field like
customer name, case id etc.
5. Call to customer
Engineer can contact to customer directly on his/ her
registered mobile number by tapping on Call icon.
6. Update status
• Engineer can update case
status by clicking on Update
Status option. On click detail
page will appear where
engineer can select status &
enter remarks.
• On click at submit status of
case will be changed & it will
appear under Waiting Tab.
7. Close Case
To close a case, select “Close Case” from
dashboard .Case detail card and a new
page will open which will be showing
detailed information for the specific case.
In close case window, engineer can fill all
related details to customer and click on
“Save” button to update the details of the
case. Once saved the case will
automatically get closed.
1. Action taken - Engineer select the
what action to be taken on case w.r.t
reported problem like installation
done, service done
2. Add spare Parts - Engineer have
option to add spare part if needed.
3. Payment mode - Engineer have
option to save case with available
payment mode.
4. Save - Engineer can save case online
or offline mode, in offline mode case
will sync later on online.
8. Case History
In case history window, engineer
can view past service history
details related to Installed
product.
9. Navigate to Customer Address
There is a direction arrow
option in case detail card at
dashboard for engineer, On
click engineer get exact
customer location details.
10. Case Details
At the top of every case detail deck
there is case id , created date and
warranty status of case. To represent
different warranty status, we use
different colors:
• Green- In warranty
• Red- Out of warranty
• Blue- AMC
• Violet- Draft
11. Customer Details and Reported Problem
To find more details about
the customer and the case
before closing it on the
application ,click on the
case bar to open details for
the specific case.
Manager login
• Once you open the application login screen will
appear
• Type user name and password, select “Login
as Manager” and click on sign on option to log
in.
Dashboard
Once application is loaded successfully, it will be
directed to home screen which consists of case
and details, filter option, search and drawer or
main menu.
1. Drawer
2. Assign engineer
3. Search
4. Filter and Sort option
1. Drawer
On the drawer screen page we have
following option available.
1. Assign Engineer
2. Sync
3. Profile
4. Sign Out
Assign Engineer
On the drawer screen page we have
following option available.
Assign Engineer- Tapping over assign
engineer will redirect to dashboard of
application.
1) Manager can assign any case to
engineer over tapping to “Assign engineer”
and selecting “Visit date and time”.
2) After selecting mandatory details, press
“assign engineer” button and case
assigned to respective engineer.
Sync
Sync – Synchronizes with latest
Case manually from CRM and update the
dashboard.
Profile
In Profile section its showing details
regarding Login BSI.
Sign Out
To sign out from the application manager
can click on Sign Out button.
Filter and Sort
On tapping over three dot option at top right
corner, we have Sort and Filter .
1. Sort
2. Filter
Sort
We have two option to sort cases
in application.
1. Sort by caller name - All cases
sorted by Caller name.
2. Sort by case reported date - All
cases sorted by reported date
Filter
BSI can further filter available cases using
different filter option.
1. Case/Call Status – Case can be filter in
the basis of different case state like
“allocated, assigned etc.”
2. Warranty Status – Case can be filtered
on the basis of different warranty status
like “In warranty, AMC, OOW etc.”
3. Executive – Case can be filter in the
basis of cases assigned to available
executive in the branch.
Thank You