We recently had the opportunity to experience the challenges and successes of integrating a texting app for one of our customers. Using the app SMS Magic, Endiem was able to set up a system to schedule field service technicians for different jobs in a way that is scalable and gets the information to those techs in a fast and efficient way. Text messaging was a perfect solution for this client because of the lightweight nature of the technology and the alert-based nature of text notifications. While techs are likely not on email all day, they do have their phones with them.
Endiem was able to set up SMS Magic and build automations to notify techs via text and receive back the confirmation or rejection of a job. The system would also update the scheduling staff of the status of scheduled jobs. As an added bonus, we were able to set up an emergency alert system for the customer, using text messaging. This system would notify all personnel of any timely updates to do with the company.
The customer was looking for a tool that solved the challenge of notifying techs in a more efficient and succinct way. Because schedules change, they needed to define when all messages would be sent for a given job or multiple jobs at one time. The tech would get all the details for that job and would have the option to accept or reject that job. The customer would also have the ability to capture the reason for rejection in the scenario that a tech did reject a job. Providing a simple response mechanism for those techs is a key factor for the adoption and success of the system.
Being able to correspond with technicians while they are in the field and having the ability to know reasons why they can’t make it to a job site is helping the customer to better schedule their resources. Using a texting app to manage this communication channel was, in their opinion, the fastest and easiest way to make this happen. If your business is looking to integrate a text app into your Salesforce Org, we’re here to help!