IER’s service technicians use Anveo in various business areas. Due to the different workflows, three different service apps were implemented using the Anveo App Builder. Every app is customized to meet the specific requirements, processing thousands of service orders per month.
Process Example Desktop Service
A typical service order in the Desktop Service department is, for example, the initial setup of a PC or printer. Dispatchers schedule the service orders in advance using Dime.Scheduler. The respective technician receives the service order on their mobile device and drives to the specific order location on the given date. Each work step, from arrival to the customer’s signature, is documented in the Anveo Mobile App and synchronized to Dynamics. This allows the planner to track the progress of the order processing.
Process Example Airport Service
Service order processing in the airport environment is very time-critical and cannot be planned in advance. Since the maximum duration of troubleshooting is guaranteed by contract, every minute counts. Sometimes, the technician only has 15 minutes to find and fix the error. The creation of new service orders in Dynamics and the assignment and notification of technicians via Anveo Mobile App is therefore fully automated. A new service order is forwarded to the mobile devices of the respective technician group via push notification. One of the employees will accept the order and immediately provide an estimate of when he or she will be on site at the defective device. Anveo immediately synchronizes this information back to Dynamics and from there to the customer’s IT system. Any further status updates from the technician are also reported back immediately. This also applies vice versa, so that both sides always have up-to-date information.
Process Example Public Transport Service
The third and latest Anveo App supports IER in maintaining and troubleshooting about 800 ticket vending machines and ticket validators in the public transport system in North Rhine-Westphalia.