Leading provider of the easy way to give deskless workers faster communication channels, Zinc, has recently launched their latest platform for giving field employees access to necessary data: Hotline Groups, which creates high-speed efficiency in finding and contacting an expert without the fluff of emails and phone tag.
Built into Zinc’s All Mode Communications platform, Hotline Groups empowers deskless workers to instantly locate experts on any designated topic or focus area in one click, and then leverage the appropriate mode of communication to help them rapidly resolve an issue.
In an effort to maintain the high-quality customer experience DISH is known for, DISH rolled out Zinc to their In-Home Services technicians, with Hotline Groups as a way to streamline knowledge sharing and troubleshooting. Field teams now resolve issues faster, contributing to improvements in on-site duration and key on-site metrics. Hotline Groups have also strengthened and streamlined the communication between office-based field coordinators and mobile field technicians who must work closely to optimize schedules and customer visits.
Master Tech Hotline Group: DISH technicians use dedicated Hotline Groups to easily troubleshoot with Master Techs who provide around-the-clock support. Whenever a technician zincs the Master Tech Hotline Group with a question, whichever Master Tech is best able to answer takes the request and troubleshoots in a 1:1 conversation. When troubleshooting, technicians can leverage all modes of communication, such as voice and video calls, messaging, and image sharing. This on-demand support has sped up issue resolution. Techs no longer need to call around to find the right person with the right product knowledge since they can get immediate responses from experts in the Hotline Group.
Field Resource Coordinator Hotline Group: When a technician finishes a job early, they zinc the FRC (Field Resource Coordinator) Hotline Group to pick up another job. This has improved communications efficiency between the FRC and technicians, allowing techs to perform more jobs per day. The FRC Hotline Groups also are giving operations a way to measure how long requests take to close and how many happen in each region.
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