Empowering Our Techs To Get It Right – The First Time, Every Time

By Ed Marchetti
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July 31, 2015

If you have an issue, we should fix it fast, and get it right the first time. It’s up to us to make sure our technicians have everything they need to make this happen.

A lot of this comes down to the tools we give our employees to do their jobs. We’ve been working hard to make those better. Here are some examples:

  • We’ve outfitted all of our techs with iPhones. These iPhones streamline all the information our techs need to serve our customers. They can use these devices to access their daily appointment schedule, efficiently route to their next location, and easily access and update customer information. Our techs can also use their phones to run a 'whole home check' at the end of each appointment, as a final test to ensure that all equipment is working correctly.
  • We are bringing together over a dozen individual systems into one. Here’s why this matters to you. With one tool, the tech can see the conversation you had with our call center agent when scheduling your appointment and also see any previous trouble calls you made. This means your tech will have all this info when he arrives at your house, so you never have to repeat yourself.
  • We’re giving our technicians access to informative help articles, so they can quickly email you links to product information if you have questions during your appointment.
  • We’re making sure our techs always have the right equipment for you on the truck, and can get your new equipment activated on your account quickly.

We know these seem like small changes but they are making life so much easier for our techs, and helping them help you better and faster.