While Compac provided exceptional service to their customers, their service was seen as heroic. Technicians were there when their customers needed them, but their service was reactional. “How can we move to more consistent global service with a consistent delivery mechanism and become more proactive with our customers versus reactive?” Smithson asked himself.
“Some customers would have a really good, intimate relationship with a particular field tech who was very diligent, while others could have a more random experience. So, we needed a system that would really smooth that out.”
Their legacy system was used mainly to track technician time, and not to manage the relationship with customers and their products. Techs would self-manage their days, using a large chunk for admin work. And the back-office team did not have visibility into what the technicians were doing, nor could they schedule techs as needed.
As Compac’s business grew, they knew they needed a system that supported their growth today and in the future.