KENT ENGINEER APP

Benefits of using Engineer App

What you need?

Quick Easy Steps

Add & approve new Engineer in CRM

Steps to download engineer app

Walkthrough Of Engineer App ( Engineer & Manager Login)

Agenda

Engineers

• Cases will get assigned automatically and technicians can see the call and correct

address.

• Part replacement history of customer is readily available.

• Technician can close the call directly from mobile app.

• Engineer can give estimates directly from App and collect payment details.

Franchisees

• Real-time tracking of service call.

• Real-time feedback from customer in the form of Customer Rating.

• Remarks filled by service technician will be visible directly in CRM.

• Provides franchisee with precise data about when cases are getting attended and closed

by engineers.

Benefits of using KENT Engineer App

• CRM Access at https://dynamics.kent.co.in

• Engineer with Android Mobile phone

Screen size > 5’’

RAM – 1GB

Version – KitKat and above

• Internet connectivity

4G or Volte (preferred)

What you need?

Quick Easy Steps

• Add your engineer and their username passwords in CRM

• Install App on Engineer Mobile phones using URL

https://www.kent.co.in/Engineer_App/app.apk

• Login to engineer mobile phones using above created username and passwords

• You will start getting assigned calls on mobile phones. Start closing them as per TAT.

Add & Approve New Engineer

Process Description:

• New engineers can be added by Service Franchisee.

• Once added successfully, engineer will be submitted for approval.

• On submission SMS notification will be send to ASM & OTP will be send to

engineer.

• ASM further update training manager to provide training to new engineers.

• Based on grade provided by Training managers ASM will approve or reject

engineer.

Add New Engineer

• Login in CRM with valid credentials of Service Franchisee.

• Navigate to PAN India Service >> Engineer.

• Click on new option to create new engineer

• Enter mandatory details & click on Save button.

• Engineer ID will be generated & Submit for approval button will be visible to

Service Franchisee.

• Upload the mandatory documents under Notes & attachment and click “Submit

for approval” button

• Status reason will change to Pending for approval. OTP is send to engineer &

SMS notification is send to ASM

Approve or Reject Engineer

• Login in CRM with valid ASM credentials.

• Pending for approval list will appear to ASM under Active Contact Engineer

• ASM can reject or approve after verifying OTP sent to Engineer mobile

number based on grade provided by Trainer.

• Once approved, engineer will become active for Service Franchisee

• Select and open an existing engineer from the list.

• Select and open an existing engineer from the list

Creating User ID & Password for an existing engineer

Fill user id as desired, mobile IMEI number and password for the user

Steps To Download And Install The Application

To download the application, open the link provided by KENT RO Systems Ltd.

https://www.kent.co.in/Engineer_App/app.apk

• Once you click the link, download will start automatically and will appear under notification bar.

After clicking on the installation file a confirmation message will pop up to grant the access to the application

• Once the installation is completed a confirmation message will pop up to inform that the application is successfully installed on the device

Once you open the application login screen will appear

Type user name and password and click on sign on option to log in.

Sign In

Navigating Through the Application•Once the synchronization is completed, engineer will be able to view all the cases assigned to them.

•On the home screen page we have following option available.

1. DRAWER

2. CASES

3. FILTER OPTION

4. SEARCH

5. CALL TO CUSTOMER

6. UPDATE STATUS

7. CLOSE CASE

8. CASE HISTORY

9. NAVIGATE TO CUSTOMER ADDRESS

10. CASE DETAILS

11. CUSTOMER DETAILS AND REPORT PROBLEM

1. Drawer

On the drawer screen page we have following option available.

1. HOME2. SYNC3. PROFILE4. LEAD5. UPDATING RATING IMAGE6. SPARE REPORT7. CHANGE LANGUAGE8. PRICE LIST9. SIGNOUT

Home

• Once application is loaded

successfully, it will landed to

dashboard or home screen

which consists of case and

details, filter option, search and

main menu.

Sync

• LAST SYNC ON - Shows the last date and time when synchronization was done

• PENDING SYNC – Select this to synchronize offline case manually sync.

Profile

◦ Engineer can update profile image from profile

Leads

◦ Engineer can create lead for any customer by clicking at + icon from Lead Screen.

◦ Engineer can create lead for products by entering mandatory details & clicking on Submit button.

Updating rating image

•Engineer can update rating image for online cases using Update rating image section of application.

Spare Report

•Engineer will be able to view spare report based on spare parts added by engineer.

Language

•We support all language as shown in image.

Pricelist

Shows price list for available

spare part w.r.t listed product

Sign out

On click at “sign-out” button engineer will be logged out of application

2. CasesOn the home screen the engineer will be able to see all the cases assigned to him in three different categories which are easily accessible by just selecting them.

1) OPEN CASES – Cases assigned to engineer will appear under Open tab.

2) WAITING CASES – Cases moved under waiting status will appear under Waiting tab.

3) CLOSED CASES – Cases closed by engineer will appear under Closed tab.

3. Filter

In order to filter and select specific category calls select filter option on the home screen

Once the filter option is selected it will show a new drop down to select specific category cases.

4. Search

Engineer can search case

with providing valid input in

search text field like

customer name, case id etc.

5. Call to customer

Engineer can contact to customer directly on his/ her

registered mobile number by tapping on Call icon.

6. Update status

• Engineer can update case

status by clicking on Update

Status option. On click detail

page will appear where

engineer can select status &

enter remarks.

• On click at submit status of

case will be changed & it will

appear under Waiting Tab.

7. Close Case

To close a case, select “Close Case” from

dashboard .Case detail card and a new

page will open which will be showing

detailed information for the specific case.

In close case window, engineer can fill all

related details to customer and click on

“Save” button to update the details of the

case. Once saved the case will

automatically get closed.

1. Action taken - Engineer select the

what action to be taken on case w.r.t

reported problem like installation

done, service done

2. Add spare Parts - Engineer have

option to add spare part if needed.

3. Payment mode - Engineer have

option to save case with available

payment mode.

4. Save - Engineer can save case online

or offline mode, in offline mode case

will sync later on online.

8. Case History

In case history window, engineer

can view past service history

details related to Installed

product.

9. Navigate to Customer Address

There is a direction arrow

option in case detail card at

dashboard for engineer, On

click engineer get exact

customer location details.

10. Case Details

At the top of every case detail deck

there is case id , created date and

warranty status of case. To represent

different warranty status, we use

different colors:

• Green- In warranty

• Red- Out of warranty

• Blue- AMC

• Violet- Draft

11. Customer Details and Reported Problem

To find more details about

the customer and the case

before closing it on the

application ,click on the

case bar to open details for

the specific case.

Manager login

• Once you open the application login screen will

appear

• Type user name and password, select “Login

as Manager” and click on sign on option to log

in.

Dashboard

Once application is loaded successfully, it will be

directed to home screen which consists of case

and details, filter option, search and drawer or

main menu.

1. Drawer

2. Assign engineer

3. Search

4. Filter and Sort option

1. Drawer

On the drawer screen page we have

following option available.

1. Assign Engineer

2. Sync

3. Profile

4. Sign Out

Assign Engineer

On the drawer screen page we have

following option available.

Assign Engineer- Tapping over assign

engineer will redirect to dashboard of

application.

1) Manager can assign any case to

engineer over tapping to “Assign engineer”

and selecting “Visit date and time”.

2) After selecting mandatory details, press

“assign engineer” button and case

assigned to respective engineer.

Sync

Sync – Synchronizes with latest

Case manually from CRM and update the

dashboard.

Profile

In Profile section its showing details

regarding Login BSI.

Sign Out

To sign out from the application manager

can click on Sign Out button.

Filter and Sort

On tapping over three dot option at top right

corner, we have Sort and Filter .

1. Sort

2. Filter

Sort

We have two option to sort cases

in application.

1. Sort by caller name - All cases

sorted by Caller name.

2. Sort by case reported date - All

cases sorted by reported date

Filter

BSI can further filter available cases using

different filter option.

1. Case/Call Status – Case can be filter in

the basis of different case state like

“allocated, assigned etc.”

2. Warranty Status – Case can be filtered

on the basis of different warranty status

like “In warranty, AMC, OOW etc.”

3. Executive – Case can be filter in the

basis of cases assigned to available

executive in the branch.

Thank You