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GLDS tool gives techs problem-solving autonomy

Mon, 09/19/2011 - 8:15am
Brian Santo

Great Lakes Data Systems (GLDS) has announced a tool that field technicians and installers can use to access customer data.

The new WinForce product can reside on any mobile PC, tablet or handheld device. It connects via the Internet to GLDS' WinCable billing and subscriber management platform, giving technicians access to assigned work, as well as customer and account details.

With WinForce, calls to dispatch could be reduced significantly. Technicians would also have access to information that could allow them to independently solve problems and provide the best, quickest customer service possible.

With WinForce tech, technicians can:

  • Receive, manage and finalize work
  • Manage equipment assignments from truck to account and back again
  • Refresh equipment individually or collectively at the account level
  • Update subscriber, house and equipment notes
  • Collect payments or manage auto-payments
  • Change bill-to address and update contact information.

Dispatch will benefit from having a single screen where they can view the status of all work scheduled for that day, in both table and map formats. They can see completed and remaining work, scheduled vs. actual routes, and can even message technicians with work order-related information – all messaging is archived with the work order.

Additional functionality is included for Android users, such as the ability to sign work orders and automatically attach them to customer accounts, scan equipment bar codes, GPS navigate to the next job, receive real-time notification of work order changes, and receive real-time location tracking of all technicians with detailed history by technician.

"The two-way communication provided by WinForce tech gives technicians a broad spectrum of subscriber and equipment data and allows them to make certain account changes directly from their handheld device," said GLDS' President Garrick Russell.

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