Overview

AC Care is a company that provide Air Conditioner services such as repair, installation & maintenance. They tend to make a big step up to change the way in ordering the services to online order.

Background

After observing customers, the company found a problem with the process of ordering their AC repair services. The service ordering process is considered not concise, slow, and takes a long time. Companies realize that customers ordering services from them is the main goal of business.

Assessing underlying issues in the existing ordering process

The purpose of this order flow is to get some information before dispatching a technician to perform repairs.

Some of that information is:

  1. AC’s problem
  2. The day & time
  3. Location
  4. Customer identity
  5. Review information
  6. Order confirmation

Current Flow in Ordering AC Services (1).png

Closer Look

If we take a look closer at the current flow, theres some steps which makes communication between customer and admin inefficient.

Problems

1. User can’t book service outside the company’s work hour

AC’s problem can happen anytime, even at the night.

Dan ketika itu terjadi, dengan situasi saat ini yang hanya melayani pemesanan di jam kerja perusahaan, kebanyakan yang terjadi pelanggan harus menunggu hingga besok pada jam kerja untuk memesan layanan service AC.

CAL-BlgPst-1200x630-043014-1024x538-3.jpeg

Menunggu layanan buka adalah sebuah pain, orang-orang ingin ketika AC mereka bermasalah, mereka bisa langsung memesan layanan service AC. Mereka ingin AC mereka segera diperbaiki, atau setidaknya mereka telah memesan layanan perbaikan AC untuk besok. AC bermasalah dan layanan perbaikan telah dipesan, masalah teratasi. Saat bangun pagi, beraktifitas seperti biasa dan voila! teknisi AC sudah tiba.

Dengan membuat pemesanan bisa dilakukan kapanpun, maka perusahaan berpeluang untuk mengakuisisi pelanggan, bahkan di luar jam kerja.

2. Customers put more effort with admin in communicating to choose a suitable day and time.

Scheduling.png

Customers have to wait for the admin to check the available schedule. Also the admin also adjusts the schedule according to the customer. As in the illustration beside, is a picture of communication that often occurs in the field. The communication took quite a long time.

The fact is, the comparison between the number of air conditioners and the number of technicians is very far. This makes the selection of repair days and times a bit difficult.

Illustration of communication

Illustration of communication