Friction Point: Field service workers are relying on out-of-date or incomplete documentation to repair products or assets. Field service groups, call centers, and self-service help centers all rely on mission critical documents. A field service technician requires access to documents for repairs and diagnosis; a service manager must associate the right documents to a field service ticket to ensure the field service technician is adequately prepared; self-service centers must provide access to documents from any device as part of a complete solution for customers.
However, traditional methods of getting documents to the field, do not effectively support field service workers. Often manuals are out-of-date or incomplete. Without immediate, secure access to current documents, repeat visits escalate, customer satisfaction suffers, and revenue is lost.
ePlus Breakthrough Solution
With DigitalPaper XE:
Workers servicing equipment can pull up the latest as-built drawings on demand and collaborate with central dispatch on the best and fastest fix.
Workers servicing buildings can access blueprints and technical specification on demand to understand the facility under construction or repair.
Workers collaborate simply and easily by electronically annotating and marking-up documents.
Organizations keep comprehensive records because DigitalPaper XE creates a URL-based audit history of all mark-ups and annotations.
Administrators and managers easily associate groups of documents with self-service applications and field service work orders by “point-click-assembling” hundreds of documents packages in minutes.
Workers can print detailed, high-resolution documents at the original resolution of the image, instead of the resolution of the web browser.
