The goal: Sears has 7000 technicians in the nation. They run about 8 service calls a day. In an effort to provide them with a better work environment, the Seattle team set out to find ways we could use technology to empower the technicians, put the right tools in their hands, and help them do their jobs more easily.
Feature 1: Route overview with service order detail
One of the biggest pain points for the technicians was the fact that their route visibility feature was taken away from their SST (the laptop they carry around). Therefore the first thing we did for the tech assist app is to bring this feature back to them. Besides the map view, we also built a list view of all the jobs in a day, so the techs could quickly glance all their jobs in the morning, and get a rough idea which are the most difficult, therefore budget more time for them.
Feature 2: Media Search
The technicians only had access to LIS documents. When they were on a job site, and ran into problems that required a wiring diagram, or a service flash, they were asked to call the STAC technicians. It added frictions in their daily operation, and increased cost and inefficiency for the business, hence a lose-lose situation. We want to put all the resources possible in the techs' hands so they could make the right diagnostics as soon as possible. The Media Search tool let them search all the documents based on model numbers.
- We loaded all the technicians' contact information with tech IDs in their district, so they could reach out to their managers, other technicians with the same specialty, or their helpers easily without having to call the routing center. Again, removing frictions in their daily operations and saving the business money.
- We integrated their work schedule into the iPhone calendar. They know exactly what days they are working, wether their vacation requests have been logged, and when/where they have meetings.
This app is being improved and having new features added as we continue our conversation with the technicians.