Response Time Reduced By 60 Times After A Year With RemOnline

Clients don’t wait long, especially when competition is high. Blue Linq S. A. knows from experience that slow processes and poor customer communication result in lost opportunities. Learn how the authorized workshop of global brands gained a competitive advantage, allowing them to serve 200 more devices a month.

Table of Contents

Losing Precious Time and Clients
Seeking Adoptable Functionality and Efficiency
Growing Business With a Growing Team

Losing Precious Time and Clients

Leonardo Miranda from the technical support recalls how the process was organized in the early days. The company had an internal network managed by desktops, but it was very slow and didn’t allow automated communication with clients. Workshop assistants had to take the physical order and call clients to update on work progress, confirm quotes, or ask for additional information.

Practically, the team had to follow up on everyone very archaically—grab the phone and make a call. If the client didn’t answer, workshop assistants wrote in their agenda for the next day that they had to follow up, and so on again. The same problem was in the internal communication between the office team and the technicians. When receiving 200-300 units per month, the repair process took two to three days because of constant back-and-forth calls and manual data entry in Excel. Finally, slow processes led to losing clients.

When adding new services like copier rentals and opening new locations, Blue Linq decided to make a drastic change—implement an all-in-one solution to manage all business areas. The workshop was one of the areas that they wanted to impact the most.

Seeking Adoptable Functionality and Efficiency

To efficiently organize workshop operations, copier rentals, and field services, Mr. Miranda started testing RemOnline. After a month, he implemented RemOnline in all three locations.

Communication on Autopilot

Blue Linq has many channels to attract clients—WhatsApp, email, social networks, flyers in stores, and their workshops. When they receive a request, an administrator registers it in RemOnline and assigns a responsible technician. Everyone involved in the process is automatically notified: the client knows the current work order status, and technicians know they have 48 hours to diagnose the equipment.

Blue Linq’s favorite feature
Automated Customer Communication

Thanks to the integration with WhatsApp, Blue Linq’s technicians instantly see the conversation that is going on with the client. If the client asks, for example, how much a part costs or what time it will take, the technician sees all that information in parallel with the client. Once the diagnostics are done, a notification is sent to the client again through RemOnline telling how much the total of the quote is and how long the repair will take. The client then responds via WhatsApp or email if they accept the quote. The assistant only has to audit and call those users who haven't seen the messages from the system. That's the only case where the office team has to make calls.

Faster Field Operations

Blue Linq also needed a handy mobile app for field technicians to streamline on-site services. The RemOnline Work Orders helped their on-route team speed up work order processing by automating interaction with the office. Here is how the processes are organized now:

• On their way to a client, technicians are notified that they have been assigned to see another client on this route. As they are already in the field, they can take another job without the need to come to the office.
• Having seen a notification on the Work Orders mobile application, they go to the client’s site and do the review and other office processes like invoicing and billing. Workshop assistants don’t need to call the field tech from the office as they have all the information on their smartphones.
• The tech completes the job, gets paid, and closes the work order via the app.

Most of the time, broken equipment is now seen on the same day, allowing techs to take more jobs and offer better customer service.

No Need to Involve Programmers

For Mr. Miranda from technical support, another feature that makes RemOnline outstanding is the template editor. It allows users to configure all the needed templates for communication at each stage of the sales funnel, both for clients and team members.

Growing Business With a Growing Team

The Blue Linq’s team consists of 24 employees within the company and is still growing. Automating routine processes opened more room for internal improvements, especially in the position of workshop assistants. Previously, their time was limited to calling clients. Now, workshop attendees have more time to focus on other business activities. Their time availability allows them to perform functions that previously were unthinkable because they did not have the time or the response capacity to do it. For instance, Mr. Miranda, who started as a shop assistant, switched to the technical department.

For the management team, there is a helpful improvement, too. RemOnline allows managers to get performance reports, showing where work orders get stuck in the workflow. They can see which teams are behind schedule, impacting the response time. This is a sign that something is wrong at a particular stage (a part has not arrived or must be brought in from overseas). So the managers focus on streamlining that process for the technicians.

We thank Mr. Miranda for sharing his experience with RemOnline. We wish the Blue Linq’s team further growth and success for many years ahead.