Xbridge

Xbridge

Customer Background

Client is a leading Global’s 2200+ certified technical experts and best-in-class technologies and partners, delivering services across 29,000+ locations, in 128 countries.Constant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation.

Objective

  • The XBridge app aims to efficiently manage and track field engineers' assignments and locations, ensuring seamless task monitoring from assignment to client feedback. It provides real-time tracking and comprehensive task record-keeping for enhanced field operations management.

Challenges Addressed 

The client approached us with the goal of improving the efficiency of their field operations. They faced significant challenges in managing on-field engineers, which hindered their ability to deliver timely and high-quality service. The lack of a streamlined process for task assignment and real-time tracking resulted in operational inefficiencies.
    Inefficient Task Assignment:

    Field managers often face challenges in assigning tasks quickly and effectively, leading to delays and misallocated resources. The app addresses this by providing real-time information on engineer availability and skills.

    Lack of Real-Time Tracking:

    Without monitoring the location and progress of field engineers, managers struggle to ensure timely service delivery. The app’s real-time tracking feature enables effective oversight of operations.

    Poor Communication:

    Miscommunication between field engineers and clients can lead to misunderstandings and dissatisfaction. The app enhances communication by providing direct channels for real-time updates on task progress, keeping everyone informed.

Solution 

To improve the efficiency of field operations and address the challenges faced by the client, the following solutions will be implemented.

    Streamlined Task Assignment:
    • The app will provide an intuitive dashboard for field managers to quickly assign tasks based on real-time data about engineer availability and skills, reducing delays and optimizing resource allocation.
    Real-Time Tracking:
    • GPS and geolocation features will enable field managers to monitor engineers' locations and progress in real time, enhancing oversight and allowing for timely adjustments to schedules.
    Enhanced Communication Channels:
    • Built-in text chat and video chat features will facilitate direct communication between field manager, field engineers and clients, providing real-time updates and clarifying expectations to improve client satisfaction. /li>

Technology and Tools

utilized a range of technologies and tools to build the platform:

  • Flutter : for front end
  • Service now : for Task management
  • Firebase Cloud Messaging : for push notification
  • Dyte : For video call/recording

Result

We achieved a streamlined task assignment process that allowed field managers to quickly match tasks with the right engineers based on real-time availability and skills. .

The integration of real-time tracking features enabled managers to monitor engineer locations and progress effectively. .

Enhanced communication channels between field manager, field engineers and clients reduced misunderstandings. .

Overall, the project resulted in a significant enhancement in service quality. .

Xbridge