Integrations that make the difference - when apps talk to people and sensors
In the era of the Internet of Things, not only people talk but also sensors. A service call management application that knows how to interface with different systems provides a solution for a large variety of solutions, apart from the usual off-the-shelf solutions. Let's take as an example the application for managing the service calls Easy Service and the expansion made in favor of the bicycle parking lots for rent near the train stations.
BikeBox project
The BikeBox project is an extension of the EasyService system, which is designed to respond to service call management. By expanding the system and interfacing with the CRM system on the one hand and the sensors of the robotic bicycle parking lots, on the other hand, a system was obtained that provides a complete and comprehensive solution for the users of the robotic bicycle parking lots for the benefit of Israel Railways users.
The robotic system that manages the robotic bicycle parking lots was developed in Spain. The system's sensors know how to give an indication of the bike's condition in the parking lot as well as operational information. In order to complete the service call management system, the company has developed a CRM system which covers the financial aspects and enables the centralization of information for the customer. In addition, interfaces were developed for the sensors of the robotic system that manages the unmanned bicycle parking lots.
The system currently serves thousands of customers every day at four train stations scattered throughout the country. In the future, the system is expected to grow and expand to 16 more parking lots, with an option for further growth.
Shop and pay in the same app
Before using the system, the end customer must register for it. Registration can be done through the website or through an application on Android and iOS. Before each use, the end customer must verify the account using the eService. After logging in, the end customer can access his personal account in the added CRM system.
The end customer can choose a pair of bicycles in the parking lot and see the characteristics of the selected bicycle. He can pay for the bike by any means he chooses, including PayPal and see where the chosen bike is located in the robotic garage. In addition, the system allows the end customer to open simple service calls. If there is no immediate solution to the question raised in the database, the customer can open a service call and follow up until a solution is obtained. At any given moment, the end customer knew who was handling the problem and what was the status of its handling.
The customer can have the option to pay both through a website and through apps adapted to work on Android or iPhone. In addition, it is possible to access information through an information kiosk in the robotic parking lot itself.
The sensors alert
Not only the end customers can open service calls but also the sensors in the robotic bike park. These sensors were built with the purpose of checking the bike's condition and if a problem is detected, a service call is opened.
Compliance with customer service agreements (SLA)
The different types of calls define what the SLA is, the time frame in which the company actually undertakes to respond to the problem. In order to meet these goals, improvements were made with the aim of achieving a particularly effective routing and management of the field agents and technicians in order to obtain an optimal solution.
If it is discovered that a call does not meet the SLA conditions for any reason, a smart notification system knows how to notify the relevant parties and make sure that the problem is taken care of.
The accessibility of the information
The customer is exposed to the relevant information for him through the system: service calls he opened and his charges for example. The information comes in an accessible and friendly way that is easy to use. For the benefit of the train managers, a dashboard has been developed that presents customized reports that provide end-to-end access to all system components - financial, technological and service controls. These reports provide added value and ease of management of all robotic parking lots at the push of a button and from anywhere. The report system is based on business intelligence and provides great added value to managers, while providing the possibility of improving and upgrading the system at any given moment.
The system provides a full response to both the management of the field technicians, and a response to malfunctions while adhering to SLA targets, as well as financial conduct with the end customer. When a system is open and knows how to interface with various other systems, both manned flying systems and robotic sensor systems, the possibilities are unlimited. It is possible to respond to any need that arises while interfacing with additional systems and development to the extent necessary.
