Users now can engage their end customers with step-by-step visibility for the field service last mile with a live map view, job details and ETA countdown via a Glympse-powered journey
MILWAUKEE, Wisconsin and SEATTLE – November 7th, 2018 – MSI, a leading developer of cloud-based field service management software, has partnered with Glympse, the pioneer of real-time location technology, to bring rich technician tracking capabilities to customers of its Service Pro® field service management solution. The addition of Glympse will enable MSI to strengthen the powerful value Service Pro delivers to its customers.
The partnership creates new capabilities for MSI to offer to field service teams using its leading cloud and mobile applications. In particular, Glympse will further help those companies meet and exceed customer expectations on the first visit, empower technicians to provide more responsive, proactive service, eliminate costly manual processes, and track technician location and status in real-time.
“Glympse is a clear leader in harnessing location and mobility to positively impact the customer service experience,” said Harvey Shovers, MSI President. “MSI is excited to add Glympse to the Scheduling, Mobility and Customer Experience suite of capabilities of our Service Pro platform, enabling thousands of field service appointments to exceed expectations with a real-time experience for the service customer.”
Through the partnership with Glympse, Service Pro users will now be able to:
- Initiate the customer-facing Glympse experience as soon as an appointment is booked – via SMS, email or push notifications – so end-customers can review appointment details, add to their calendar or connect with their provider right from the interactive web viewer
- Provide end customers with progressive updates and ETA countdown as the appointment draws closer so customers can more effectively manage their day
- Offer a real-time, live map view of the technician on the way to the appointment, including an ETA countdown, and culminating in an arrival confirmation
- Collect feedback via the Glympse Journey to view as soon as the technician completes the field service appointment, adding the ability to follow up with the customer quickly if necessary
“Glympse has a strong history helping field service teams communicate with their customers during the most critical step of a service appointment – when the end customer is waiting for their representative to arrive to their home, their office or even a construction site,” said Chris Ruff, CEO & President of Glympse.
“MSI has demonstrated a precise expertise in building modern field service solutions for diverse industries ranging from cable, HVAC and construction to medical equipment and manufacturing. We’re pleased to add a new layer of engagement to the solutions they’re delivering for these industries and most importantly, to help them give back time and control to the customers ultimately waiting for these critical services.”
About GlympseGlympse is the only built-for-mobility SaaS company that helps Fortune 1000 companies improve their customer satisfaction by eliminating the friction and anxiety of product and service delivery experiences. The pioneer in real-time temporary location sharing technology, Glympse has a powerful platform that successfully aggregates existing Service, Marketing and Commerce Cloud capabilities into a single easy-to-use Glympse, helping businesses improve communication and increase satisfaction when their products and services are delivered or picked up by their customers. For more information, visit www.glympse.com.
About MSIMSI has developed a cloud-based enterprise, scheduling and mobile software platform that world class service organizations rely on to automate repair, preventive maintenance, inspections, scheduling, service agreements, parts, assets, IoT and other critical field-driven business processes. MSI replaces paper, spreadsheets, legacy systems and other disconnected business processes with a single cloud platform which automates scheduling and service operations, native, cross-platform mobile app for field technicians, and API for ERP, CRM and accounting systems integration. MSI software is easy to acquire, easy to deploy and delivers rapid return on investment.
MSI Partners with Glympse for End-to-End Field Service Customer Experience Management by Mike Pandl