by Patricia Ames
Jan De Kesel is managing director at eesyQ, a free mobile service portal and collaboration tool that provides a centralized ticket-communication between end users and suppliers. eesyQ is designed to change the way companies communicate and how service providers manage their service and support process. De Kesel holds several industry patents, and is an expert in office printing, imaging, and cloud- and mobile-based solutions. Since eesyQ centralizes assets and supplier management communication in a single mobile app, I wanted to get the story on how the tool can be used to facilitate service call resolution.
What is eesyQ?
eesyQ is a mobile collaboration platform that replaces customer portals and consolidates them into a simple mobile app. Our mission is to help companies manage all their resources in one place and to conquer time-consuming, everyday challenges that occur between customers, their assets and legacy enterprise systems and their service suppliers — creating a real-time, efficient and effective collaborative platform. The tool enables both end users and service providers to directly communicate with each other. The result is massive time savings by eliminating unnecessary telephone calls and emails. Obviously, all communication can be connected to the existing systems the service providers or the customer are already using (e.g., ERP, job-ticketing, etc.).
Why is it important to automate communication to suppliers on recurrent topics?
In most organizations today, orders and service requests are currently completed using web portals, telephone calls and email. When each and every supplier has all three, it’s like having a telephone on your desk for every number you have to call. We believe a significant part of handling orders and planning service can be automated, facilitating requests in seconds rather than hours or days, from any location for any asset, to any supplier, at any time. This allows employees to focus 100 percent of their time on their core competencies with tools to automate and simplify their routine tasks.
You say that eesyQ cuts the communication with suppliers and service providers to just two clicks. Can you describe how that works?
eesyQ contains the list of all the customer’s suppliers, all the customers’ employees and all the customer’s assets (including serial numbers, location, etc.). As the participants are known (because of the app login), the supplier data is in a central place and the asset information is in a QR code or asset tag. As a result, the correct menu for the device automatically shows up. The user then only has to click the request type he wants to send. Suppliers and service providers have the correct data and know the user with whom they can chat to obtain additional information
You mentioned that all communication can be connected to the existing systems the service provider or the customer are already using, in what ways does that benefit the user?
The advantage is that neither the customer nor the service provider has to change systems. The existing job-ticketing systems are kept in place and receive the user’s request in a consistent way. The result is incoming calls are reduced through eesyQ’s call avoidance or call steering capabilities; and service engineers will know exactly where to go, which machine is having trouble and what service is being requested, as well as who the contact is. All of this results in an average savings of around $5,000 per year per service tech.
Can you give us an example of an organization currently using eesyQ, and how it is working for them?
We have just launched, but we have several organizations who are early adopters of eesyQ. Forza and SAP B1 are examples of early customers and we have successfully integrated eesyQ with their ERP and job-ticketing systems. They both are experiencing a lot of time savings, resulting in less frustration about the way they have to communicate with their suppliers. There are a number of benefits for the service provider as well because of the monthly cost savings. Service requests are now automated, messages come in in a structured way, and call center time and personnel are reduced because the service techs have the correct information directly available on their mobile devices.
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
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