Optimizing Service Support to Ensure a Better Client Experience.
Pekat Solar is a Malaysian company specializing in the design, installation, maintenance, and repair of solar panels and photovoltaic solutions. Based in Selangor but with projects and clients across the Malaysian Peninsular, Pekat Solar manages a field team of expert solar technicians and engineers that are constantly dispatched for field visits.
They approached Custella for their Field Service Optimization in order to reduce admin time and increase efficiencies for technicians, as well as providing performance insights for management and enable better service delivery to customers. Custella proposed their Field Technician software application as a solution. The app assigns, tracks, and reports on work allocated to service technicians, based on location, travel time, capacity, and skill. Using predictive algorithms, the Custella app automatically optimizes the field technician’s day, considering scheduled appointments, location, availability, and priority. It even factors in buffer times such as walking from the car park, or taking the lift to the client’s floor, to ensure the technician arrives on time.
Custella is now contributing to an improvement in customer service levels by:
• reducing fault response times
• minimizing technician travel times
• minimizing double handling of faults
• providing visibility of fault types and problematic sites.
It also provides improved system reporting, reducing manual reporting and the associated errors and delays. In addition, data from forms, checklists, notes, photos, and digital signatures were linked to existing systems to provide a better overall view of task status and progress on a real-time dashboard.
Senior Supervisor, Mr. Kamil, said that Custella was a welcome addition to their operational regimen, and the dashboard, alerts, and notifications were among the features that have impacted Pekat Solar the most.
"Before using Custella, we used WhatsApp to communicate with our teams and this was not a very efficient system for a large company. Custella has helped Pekat Solar, for example, when we get a job order, we are able to trace and view the pending tasks for us to ensure we are able to complete it."
"Previously, it took us 4 hours to complete the job order but now it only takes 30 minutes to complete it. Once we get the notifications from our planners, we are able to dispatch our teams immediately," he said.
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