Job Planning & Management Ideas Portal
What problem is the customer facing?
This large enterprise shop and has multiple instances in which technicians have the same legal name. In their case, one thing that distinguishes technicians with the same name is the business unit they are assigned to. When assigning technicians from the Job Page > Blue Drop Down > Assign Technician, customer does not have insight into what Business Unit the technician belongs to. Technicians are only sorted by name, alphabetically. Therefore, they sometimes need to scroll through 100+ technicians to find the right technician.
Do you have a recommended solution?
Group technician names by their business unit and then alphabetically within their business unit. List the technicians from job's business unit first as they are most likely to be selected for the job.
This should mimic the BU grouping and predictive results in assigning technicians that is built in the Calls screen.
Who would benefit from it?
CSRs, Dispatchers, Office Employees
What value does it provide the business?
This will save the CSRs and Dispatchers time in selecting the correct technician and will help with accuracy in selection.
Dispatch doesn't own the Job Page, so I'm transferring this Idea over to CRM. However, I have a couple of hints for workarounds.
This large enterprise shop and has multiple instances in which technicians have the same legal name
Can they use middle initials to distinguish the technicians? The photos can also be used to distinguish them.
Therefore, they sometimes need to scroll through 100+ technicians to find the right technician.
They can use the searchbar instead of scrolling