Support++ is a real-time and activity-based after-sales service SMS- and web-based collaboration platform. Using open source technology, the original product supplier or vendor (Principal), the third-party service provider (Service Partner), the field engineers and technicians (Field Engineers), and their customers (Customers) can dispatch, update and track all service calls using this SMS and web enabled ticketing system.
Support++ enables the real-time and mobile collaboration of all stakeholders in an after-sales service environment. It does this using a Datapacific-pioneered web-based "Surfing & Browsing" Internet-accessible application with keyword-based SMS portal.
The SMS portal is developed using open source Kannel SMS/WAP gateway. For small-scale implementation, serial- or USB-connected SMS modems from at least two separate telephone company networks for redundancy may be used. For large-scale deployment, the open source Kannel gateway can connect directly to the cellular telephone companies’ facilities using industry-standard protocols such as CIMD 1.3, CIMD 2.0, SMPP 3.4, UCP/EMI 4.0, SEMA SMS2000 OIS over Radiopad, and X.25.
To enable the real-time capture and tracking of every service call that enters into the system, Datapacific developed an activity-based process using 3-letter keywords with corresponding prototypes or messages format.
The Field Engineers will use these keywords:
The SMS portal or server will respond with the following keywords:
Traditional field servicing by 3rd party service providers requires constant long distance traveling and submittion of end-of-service/day reports to update the CRM (or customer relationship management) application of the "Principal’s call center. If their customers need an update during the middle of the day, they are forced to communicate to their field engineers using expensive direct cellular communication.
With Support++, we can achieved less travel time since Field Engineers can be pre-deployed near the locality or areas they will be servicing (in their own homes, for example). Real-time and point-of-origin capture of activity update is likewise possible using the combination of SMS- and web-enabled applications. The field engineers only needed to send SMS message using keywords to update the tracking application.
This product is intended for third-party after-sales service providers and their principals. Right now, it is being used by Emechanics to support Point-of-Sale (POS) and Automated Teller Machines (ATM) of international brands in the Philippines. Similar companies that are servicing multiple locations can benefit from Support++.
For example, large retail or fastfood chains that have their own service team can also use Support++ to lessen the calls being handled by their support team. The branch personnel, using the web portal and SMS keyword can monitor the progress of the call while it is unfolding within the day.