Customer Engineers (CE) respond to more than 1,000 customer requests (including maintenance personnel, security guards, caregivers, and more) every month. The whole dispatch process is complicated and time-consuming with back and forth conversations, In addition, due to the national decrease in the working population caused by the declining birthrate and aging population, it is difficult to hire more operators and maintenance personnel to quickly respond to issues.
Our Customer Engineer Dispatch (CED) system, which evaluates Customer Engineers' availability, skills, and their current location, to send requests directly to CEs for handling customer incidents in real-time. Mitsuiwa’s service personnel are now able to intelligently collaborate with the dispatch system through the use of a mobile app. This ensures CEs are kept in the loop and the system runs smoothly from the moment service personnel start their day by entering their availability and preferred times, to inputting updates along the way as tasks are completed.
With this system, it will not only reduce the work of the control center but also reduce the delivery time to the customer. By leveraging the technology to automatically match and dispatch the 'right' skill and closest engineer, the system improves work efficiency, enhances the customer experience, and increases customer satisfaction.