'Bonza Mobile Computer Repairs' Improves Customer Service with Web-based Scheduling System
Allied developed a web-based scheduling system that enabled the client to make optimal
use of available resources and increase customer satisfaction.
About our Client
Bonza Mobile Computer Repairs (BMCR) is based in Brisbane, Australia. BMCR employs a large
team of technicians, who visit their customer’s sites to deliver quick on-site mobile computer
installation and maintenance services, for home users and businesses.
The Scenario
BMCR's customer base was growing and responding to customer calls by efficiently managing the
technicians became extremely challenging. In the existing system, a telephone executive handled
incoming customer calls, checked the call status of each technician on the desktop software,
booked a suitable technician and informed the customer and the technician about the latest
booking. This process could not keep pace with the increasing number of customers and resulted in
poor customer service.
Business Challenge
The client required a web-based system that would address their requirements to:
- Allow an administrator quick access to technician availability
- Assign jobs to technicians through an online portal
- Enable the operation centre to communicate with technicians whenever necessary
- Provide a technician with the access to view and update statuses of the calls that he / she would
be required to attend
- Generate comprehensive reports to build marketing strategy
- Overcome speed issues that most web-based systems experience
The Solution
BMCR approached Allied to provide a bespoke solution that would meet all their requirements. In
order to deliver an effective solution, Allied’s system analysts needed to understand the operational
methodology used by BMCR and then develop an implementable solution that was scalable and
modular. Allied conceived a three-tier approach for this project, so as to achieve the scalability.
The system was developed on PHP, AJAX, JAVASCRIPT and MYSQL. The key functionalities of
the system were – online job scheduling and reporting. Two different modules were created for this
purpose, an Admin Module and a Technician Module.
The features of the admin module include the ability to add / edit / delete customers and technicians
from the database, perform a search through customers / orders present in the database, send
controlled real-time emails to customers to confirm that the service has been booked or send them
special offers. Also featured is the ability to send urgent requirements / messages to technicians,
the update of jobs allotted to the technicians on a weekly basis, defining time slots and assigning
jobs to the technicians. In addition, regular reports could be generated to facilitate marketing
decisions and a software setup area was created to allow administrators to configure the software
according to their requirements.
The features of the technician module include giving the technicians access to view all their
scheduled jobs for the week, the ability to report to the operations centre when they are off to a site,
log in and report after the job is complete, updates regarding payments received, ordering of parts
and accessing reports, so as to assess the work log.
Slow speed is one of the major drawbacks of any web based solution. This problem was overcome
by the use of AJAX technology wherever required.
The Result
Allied installed the application, including all the required software and systems to support
it. BMCR has been able to further relationships with their customers using the Web-based
Scheduling System. The administrator can now work more efficiently and has total control, and
is automatically informed through email notifications of any updates through the system. Greater
customer insight is available as the entire history of an order’s status is available. Technicians
can now just log directly in to the application, to receive updates regarding scheduled jobs. Bonza
Mobile Computer Repairs has improved their level of customer service and satisfaction levels,
whilst enabling more efficient use of internal and field based resources.
