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BACKGROUND |
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QCare is a premier carpet cleaning service provider that bases its service
on state-of-the-art technology, equipment and cleaning solutions. In
conjunction with QCare's exclusive 12-step cleaning process they provide the
finest carpet cleaning service on the market. Their cleaning crews consist of certified
technicians who operate a fleet of service vehicles. QCare has evolved from a local Carpet Cleaning
Provider to a regional franchise operation.
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CHALLENGE |
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 Prior to Objectware's solution,
field technicians were provided with packaged paperwork enumerating the routes and the detail
for every stop assigned for the day ahead. However, changes in routes as new jobs created or
cancelled have been an ongoing communication challenge requiring the technicians to make numerous
calls to the main office per each and every stop (on the average 5 calls per job). During busy
days, QCare needed to hire additional staff to manage Customers' inquiries, Job's Timing, Routing,
Payments, and Directions. The need for electronic wireless data communication became apparent with
the intent to reduce the number of phone calls between technicians and the main office.
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SOLUTION |
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Objectware, which was the selected vendor for QCare back office system, was given the
task to extend the pc-based application to a palm enabled phone. For internal reasons,
QCare chose the TREO/600 by Palm One to host this new mobile application. The application
has changed the way QCare Does business.
Changing QCare's Business:
- Software features two levels of secure log in (Administrator and Technician).
- Technicians can
login and view their updated schedule multiple times per day. The data enumerates all the
jobs for a given day from which the technician can drill down to the detail charges. In addition,
client address and any notes associated with the job are also included.
- Changes
from the dispatch office are notified on the palm instantly.
- Technicians
can mark changes in the work order such as charges for additional services and add their
own notes.
- Data is communicated back to the main back-office application
directly from the field.
Administrators can then log on and scan through a listing
of all jobs scheduled for a given day broken by Lead Technician.- Technicians can
process payments electronically and get directions via GPS from one stop to the next.
In essence the application has reduced the phone communication with the dispatch
office to a minimum. - The Palm application captures customer signature authorizing the
job charges electronically.
- Administrators can drill down to the actual Work Order
level
This empowers them to act as a Lead Technician with all the functions described above.
Objectware has recently implemented even more wireless functionality into
the QCare Solution. Using a wireless Bluetooth printer, field technicians
can print professional grade customer receipts on the spot. This upgrade
has been predicted to reduce shipping expenses over time, and immediately
boost customer satisfaction at the time of payment.
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