Support for service technicians
Electrolux wanted to implement an online solution for the digitalisation of its service network across all regions of Switzerland for administrative tasks, such as the planning of customer visits, recording of daily reports, etc. Electrolux commissioned soxes to design and implement a corresponding web application. The previous solution consisted exclusively of Excel processes that were used to record the daily work processes of Electrolux service technicians after customer visits on site. The digital solution should significantly simplify these processes and make customer service more efficient.
Process optimisation thanks to web application
The EasyAdmin web application enables the service technicians to record daily reports on site and to create cost estimates, quotations, exchange offers and order confirmations for new appliances. In addition, warranty extensions and spare parts orders can be conveniently completed directly via the application during each customer visit. After entering an order, the invoice can be created directly in EasyAdmin and sent to the customer.
The web application can also be used offline, as the service technicians do not have an internet connection at every location. The work preparation by the responsible service centre is pulled out of the system daily by a cron job. Finally, the work journals are transmitted back to the service centre at the end of the day for checking and approval. Through this process optimisation, all instances get the information they need quickly and easily.
Technologies used
The system has a back-end that manages all requests, services and database access. The back-end was written with the PHP framework Laravel. Thanks to Laravel, the developers of soxes were able to concentrate on the essential business logic and did not waste time on building a login handler or other standard components. The front-end was written using the powerful JavaScript framework Angular and provides a user-friendly interface for service technicians. In addition to the obvious features of the solution, a complex sync service and other service handlers were designed for offline use and data transfer to meet Electrolux’s requirements.
