Milwaukee School of Engineering has a tradition of partnering with companies who are willing to sponsor a MSOE Senior Project. MSI’s partnership and consequently the project enabled students to gain experience akin to their future careers. This year, MSI sponsored a project that explored the development of an ‘Uber-Like Experience for Service Techs’.
The Gap Between Service Technician and Customer Communication
In the age of instant technology consumers are constantly met with a desire for the fastest and most convenient service. This desire is present in the service technician industry as long ETA windows are named one of the top 10 field service challenges. The challenge of long ETA windows leaves customers confused and frustrated. The communication gap can cause issues with customer satisfaction, productive use of time, efficiency, and company transparency. MSI and MSOE students looked to fill this gap and help these problems.
An Uber-Like Experience for Service Techs
MSOE students with the help of MSI looked to create a product that gave service technicians and customers the communication and ease of a software similar to Uber. This type of system would allow for users to have the kind of instant communication that is desired in modern day. It also allows for customers to have the comfort and support of knowing who their technician is as well as where and when they’ll be arriving. The app allowed for customers to view the service tech’s contact information, picture, and appointment information. Customers can also view technician’s current location in real time, taking away the frustrating guessing game of lengthy ETA’s. These innovations lend a reshaping of field service, giving customers and businesses an ease of mind that hasn’t been available before!
This project not only resulted in strides in unlocking the next innovations of field service, but it also gave MSOE students a great chance to develop real-life practice in the workforce. The team consisted of 4 students: Geoff Appelbaum, Nick Dixon, Nathan Goihl, and Cody Isensee. The four students each dedicated 8-10 hours a week working on the project. It was a matter of each individual selecting a task and completing it. Every 3 weeks the students would meet with a professor to ensure they were staying on track, but the students themselves would meet 1-2 times a week. The actual design of the app consisted of a front-end and back-end that hosted the information that the customer sees. A number of software were used to achieve the finished result.
The finished app resulted in a user-friendly experience that allows customers to accurately follow their service technician’s process and create a smoother more direct form of communication- a success for all parties involved!