Supersonic Field Technician App

Problem:

The business did not have a fully integrated business solution, and for this reason, operational processes are disconnected from financial processes, as a result, business is unable to measure the performance of its business processes and effectively improve the cycle time. Client transparency and immediate onsite actions are not available leading to unhappy clients and time or cost implications. The process was not in real time and many activities within the process were still manual.

Through working with key members on the Supersonic team, I gathered the necessary information required to create the Technician Ticket Allocation Process and the Technician user flow to show how the Field Technician would handle incident requests while out in the field using the app.

Solution:

- Improve information transfer between Smart Village Base team, customers and technician.

- Real-time visibility of technician and route planning.

- Management of technicians, quality / processes.

- Improve technician relationships and satisfaction by implementing an integrated solution Automate the technician allocation process as well as the POD submission through the use of eSignature.

- Improve system usability by developing user friendly interface in the proposed solution.

- Enable immediate quote and payment for auxiliary services onsite from the technician device.