ServicePower Field Service Solutions (FSS), a division of Annapolis, MD based ServicePower announced it is working with Whirlpool Corporation to develop an innovative, state-of-the-art system for processing and managing warranty claims and for managing the dispatch of work to independent service technicians outside of Whirlpool’s contractor network within the U.S.
Whirlpool is the second major appliance manufacturer to sign onto this program with ServicePower to jointly develop a solution that will offer 10,000 third-party servicers, and major manufacturing companies, a more efficient means of managing their consumer service via “U.S. Patent Pending processes.” The program will create an internal dispatching system that provides open links to other manufacturers, an upgrade path to full service optimization using ServicePower’s powerful algorithms, and advanced mobile deployment based on ServicePower’s SERVICEMobility (an application that enables field service technicians to receive information about the jobs they are scheduled to do and to send back information about the progress made on each job). Whirlpool will provide consultative direction on functionality and process.
“It is a very exciting time for ServicePower FSS,” commented Chris Smith, CEO of ServicePower Field Service Solutions. “We are at the forefront of an ambitious program that, we believe, will lead to the consolidation of the appliance and consumer electronics service market. With the support of companies like Whirlpool, we are well positioned to produce an open system that addresses the needs of the whole industry and introduces a number of improvements. Our “Patent Pending” application gives us the opportunity to become the major service supplier to the independent servicer marketplace in the U.S.”
“By having access to thousands of service technicians across the United States and Canada, ServicePower FSS can quickly locate and dispatch service calls in areas where Whirlpool does not have coverage,” added Steve Zannos, director of field service at Whirlpool. “This capability gives Whirlpool a real opportunity to improve the service experience for all our customers, regardless of where they are located. It will also provide a better view of job deployment to the person or company who placed the original work order and increase productivity for the service provider or contractor,” he concluded.
From CRM Today