Car-Tel improves service quality by going mobile
- Better track field productivity
- Better track customer leads
- Improved tracking of employee productivity
- Improved lead tracking using rich data capture features
- Polished corporate image through using mobile solution to serve customers
Communicating better results
Keeping tabs on multiple field representatives is no easy feat for any organization - especially in conjunction with daily core business activities. It's a process that Car-Tel Communications, an authorized AT&T retailer, knew it needed to greatly improve.
With 10 retail stores spread out over New Jersey and Pennsylvania, Car-Tel has been helping clients with communications needs since 1985.
As part of its sales process, Car-Tel has approximately 50 representatives in the field, attending events and other activities, networking and soliciting prospective clients. However, one big challenge for its managers was to better track and evaluate the productivity of its on-the-go reps.
"We have an extensive team of field representatives, but we didn't have a uniform process in place to track their whereabouts, leads or client updates," explains Kelly Collins, Car-Tel Communications Marketing Director.
Car-Tel would send representatives out to distribute flyers or attend events, without a method of proof or follow-through. Moreover, in the absence of a uniform reporting process, some leads that were being generated from events (ex. the collection of business cards) would fall through the cracks.
Collins decided to implement ProntoForms to help tighten up Car-Tel's processes. A real-time mobile form solution that works on any smartphone or tablet, ProntoForms also ties in easily with any back office system, and connects with popular cloud services. Featuring dynamic form features, ProntoForms helps businesses go paperless and better collect and communicate data.
Since ProntoForms works with multiple operating systems and devices, representatives were able to download the App onto their existing smart devices.
The ProntoForms GPS and time stamps definitely show Collins and Car-Tel whether a representative has attended an event or not. In addition, using the mobile form's ability to integrate signature, photo and barcode captures, representatives are able to snap a picture of client business card and submit it with the form. For Car-Tel, the photo capture ProntoForms feature acts as a contact fail-safe and ensures that no lead goes without a proper follow-up.
"Today, we have a better picture of what our reps are doing out in the field. ProntoForms allows us to have a greater accountability mechanism in place."
Collins also says that as a bonus, whenever a potential client notices one of Car-Tel's reps using ProntoForms on a mobile device, they're instantly more intrigued about the overall communications possibilities that Car-Tel can provide for them.
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Past & upcoming events
Join us at the Canadian Elevator Contractors Association conference in Halifax
EMPOWER'23 is coming to Europe and we're bringing insightful customer panels, networking opportunities, and executive insights from the biggest and best field organizations.
Europe's best event for service leaders to gather to discuss the major transformations due to globalization, digitization and changing customer behaviours.
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Digital transformation is no longer a nice-to-have for field organizations—it's table stakes. Ditching paper or outdated processes and moving towards rich data collection and visibility has never been more important. Join our session to understand the fundamentals of digital transformation, the macroeconomic factors driving it in field service, and how you can accelerate your organization's digital transformation journey today.
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Don't make rush digital transformation decisions or implementation mistakes. Chris Bade, VP Field Service & Customer Support at Analogic Corporation and David B. Bishop, Director of Service Operations, Building Solutions North America at Johnson Controls discuss how to ensure internal buy-in and business goal alignment in your organization and that tech you invest in today will delivers value to your customers in the long-run.
Service Council and ProntoForms get together for a fluffy talk on lofty dreams of achieving digital transformation nirvana, but for actionable and meaningful takeaways to help you build out your bulletproof digital transformation strategy for 2021.
This virtual town hall brings together field service expertise and learnings from ProntoForms, an organization that has helped deploy countless COVID-related and 2020 response apps in the past year, and one of their prominent customers who will discuss strategies and actions that has helped their organization stay agile and accelerate digital transformation to meet new and unique service requirements and health and safety guidelines
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Learn, innovate, and network. Whether you're a seasoned ProntoForms guru or just getting started with digital transformation and field automation, get ready to become a field efficiency and safety hero at the EMPOWER'20 virtual conference.
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Discover how Service Council, ServiceMax, and ProntoForms explored what Philips Healthcare and Medtronic are doing to empower their service business through digital transformation.