by Patricia Ames
Mohan Sethi is the inventor and founder behind Collabtic, a new collaboration platform for service technicians in the printing and imaging industry. Sethi is not new to the game; his career has been focused on field service for more than 20 years, first as an electrical officer on commercial ships, then in the automotive service industry. Now, he is dedicated to applying his field service and software development experience to develop and deploy a new collaboration platform for service technicians. Collabtic is a powerful way to make any service process more efficient, but it is an especially promising tool for service techs in the imaging industry.
I spoke with Sethi to learn more about the development and expansion of Collabtic, starting with a rollout of the platform to the printing and imaging industry.
You mentioned that Collabtic is a new collaboration platform for service technicians in the printing and imaging industry. How does it work?
Collabtic helps technicians and support staff accelerate the speed of service by providing a platform to communicate more efficiently and collaborate more fluidly. We’ve designed Collabtic as a mobile-first platform which works seamlessly across mobile devices and desktops. The cloud-based infrastructure is designed to support third-party applications and can easily be integrated into existing systems.
The key is that Collabtic is pre-populated with equipment information. Technicians post their service challenges to the platform where each thread is tied to a manufacturer, model number or error code, enabling the platform to alert other techs and colleagues who may have related experience so they can provide timely support.
With built-in workflow logic, each proposed solution from a responding tech is tagged with a status that may be changed to “Fix,” “Helpful” or “Did not Fix” by the technician seeking help. This automatically builds a real-world knowledge base of what worked and what didn’t. This knowledge is fed back to techs when they post a thread related to a similar issue. Technicians may also choose to pin threads so they can get alerted of the fix. Collabtic also comes with a built-in gamification features where technician activity drives vital performance metrics which in-turn gives each tech a badge or recognition status on the platform.
What inspired you to create Collabtic?
The growing technical complexity of the equipment we must manage has put increasing pressure on technicians to fix it right the first time, so that’s what Collabtic is all about. Today’s tools lack any kind of built-in intelligence about the equipment and most have very limited mobile features. This was the fundamental reason for developing Collabtic; to more effectively integrated workflows and provide a more collaborative and informative platform for technicians in the field. This helps reduce service call-backs, drive timely knowledge sharing and increase service process efficiency.
How will Collabtic make a service tech’s job easier?
From a technician perspective, the platform enables you to communicate more efficiently with your colleagues and back office staff, as well as share and receive information from other technicians. This is important when you’re looking for that second opinion before you replace an expensive part, or when you’re not sure how to resolve an issue. Collabtic is especially valuable if you’ve simply never worked on that brand or model. You can upload existing images and videos, or request help from other colleagues and technicians. It is important to point out as well that as much as Collabtic will help technicians, it will also be a huge productivity gain tool for businesses in providing better and higher quality service to their customers.
What is in the future for Collabtic?
There are a lot of possibilities with a versatile platform like Collabtic. We’ve already got a few third-party integration inquiries and we plan to offer context-sensitive parts information to technicians. We have had some discussions in expanding Collabtic to enable end customers to be able to make service requests from within the platform and we also anticipate businesses having their own private version of Collabtic. Look in the future for us to expand the application to cover other office technology products as well.
You can reach Sethi and find out more at collabtic.co
Patricia Ames is senior analyst for BPO Media, which publishes The Imaging Channel and Workflow magazines. As a market analyst and industry consultant, Ames has worked for prominent consulting firms including KPMG and has more than 10 years experience in the imaging industry covering technology and business sectors. Ames has lived and worked in the United States, Southeast Asia and Europe and enjoys being a part of a global industry and community. Follow her on Twitter at @OTGPublisher or contact her by email at firstname.lastname@example.org.