We would like to have an improvement in the mobility feature, Sonae has hundreds of external service providers (more than 300) and we have to limit several actions that could represent a risk and a possibility of customer complaints. In detail we would like to disable the possibility of edition in FSA using pencil icon in calendar daily view, for us, in this stage of the process the service provider has already scheduled the date of the visit with the customer and the only way he must have to change this date is activating a specific button and answering with a specific result- “need to reschedule visit”. By allowing him to overlap this and simply editing using pencil icon in calendar view we create critical incoherencies in the process flow because we pretend to have a change of the WO´s state whenever we need to reschedule the visit and this wouldn´t happen if we only edit it in the calendar view. For us this is not a simple system improvement but a critical feature that will allow us to control effectively the services made by service providers.
Case already closed: 69195
#scheduling #dispatch #Sonae
What is the underlying problem do you intend to solve with this idea?
Making sure the actual scheduling with the final customer is respected.
How is the problem being addressed today, if at all?
Today the service providers are able to do this action. And for us is very hard to detect this action on the system after the communications are already made to the customers.