The Client:
The company is a locksmith services provider for car and home lock repair, with their technicians network across the US and Canada. They were using an app built on MS Access in their internal network with limitations about capabilities and scalability.
The Process :
Clients market their services through websites and other classified portal posts. They receive inquiries by phone, many times for urgent requests for cases like “Got Locked out of cars with keys inside”. Calls are received by call center agents, and the job is assigned to a technician based on the customer’s location. Once the job is completed, payment is shared between the company and the technician.
Goals :
- Assign the job automatically to reduce response time.
- Get confirmation from the technician about his availability, job acceptance, and completed
- Get automatically calculated revenue sharing based on the following
- Daytime job and nighttime job with different revenue sharing ratios
- Credit card, bank payment charges, and other deductions like material used are deducted before calculating revenue share.
- Payment received in cash by technicians to adjust at the time of settlement of accounts between company and technician
Complexities :
- The job is assigned to technicians as CRM users, but they would like to respond from their mobiles with simplicity.
- Job sharing will be based on the technician’s location, and in certain cases and conditions, it will be based on job location timing.
- Option to supersede all revenue sharing calculations in case the company wants to share revenues with the technician on a fixed basis
Our Solutions :
- Using a combination of existing modules and new custom-built modules, we set the flow in the most optimized automated way.
- When a job is added by a user, vTiger will find a technician based on a matching zip code and send a text message with a link to accept or decline the job offer.
- The technician’s acceptance of the link will automatically update the job status, and the job can be closed only when payment details are updated.
- In case the customer postpones the job for some other date and time, the current job can be converted into an appointment with automated reminders.
- The revenue sharing record is built with comprehensive calculations for weekly account settlement and reporting purposes, where all deductibles and percents are shared with who will receive what is generated dynamically upon payment inputs.
Solutions screens :
