Contact Center Solutions Featured Article

Federated Service Solutions Improves Customer Care with TeleNav

October 09, 2007

In a bid to enhance their operations and improve overall customer service, Federated Service Solutions has implemented TeleNav mobile workforce management solutions, TeleNav Track, and has recognized great improvements in their operation.

With TeleNav Track, it is possible for Federated Service Solutions provide on-the-spot appointment details, monitor employee locations and work hours and reduce paperwork.
Before the implementation, keeping manual track of hours worked and filling out paper forms caused delays in processing, was time consuming and inefficient. Also, to reach dispatchers for their locations they needed to call them – causing high cell phone bills.

With the TeleNav Track, which leverages GPS and wireless technologies, dispatchers are offered improved communications with the company's 90 installers as detailed information about whereabouts and assignment status are available on a Web site. With this information it is possible to offer clients accurate, up-to-date information--furthering their quality and customer service commitment.

TeleNav Track operates on mobile phones and PDAs and includes workforce management features.
"In order to improve resource management and offer advanced customer service, companies such as Federated Service Solutions need real-time insight into dispatched workers' positions and status. A truly mobile solution will not only help the company improve customer service, but also provide it with a leg up in a very competitive industry." said Dr. HP Jin, president, CEO and co-founder of TeleNav.
Federated Service Solutions is also able to make use of TeleNav Track's wireless forms. This feature helps to boost productivity by reducing the need for paperwork or be in the office to perform duties. Instead it is possible to wirelessly exchange job details, update assignment status and complete timesheets all while on-the-go.
"With a demanding customer base and a growing business, we set out to find an all-in-one solution to help us maintain credibility in front of clients, strengthen their trust and improve overall productivity. With TeleNav Track, our dispatchers and clients now have in-depth installation information and the technicians' locations at their fingertips, at all times," said Jennifer Ferris, corporate operations analyst at Federated Service Solutions.

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.