Proprietary application, Harvest is a hybrid solution combining customer request management and field operations optimization.
1. Operations Monitoring (Field & Hotlines)
- Ticket Management: Centralization of customer requests (breakdowns, returns, installation) with a 360° Customer View for full context.
- Intervention Scheduling: Optimization of technicians’ schedules (installation, maintenance, repair) based on location (GPS) and skills.
- Technician Mobility: Use of the mobile application to view work orders, access technical documents, log time spent, and generate digital Service Reports, including photos taken on-site.
2. Strategic Reporting
Reporting transforms collected data into actionable insights for brands:
- Service Performance: Measurement of efficiency KPIs (resolution time, SLA compliance) and customer satisfaction (CSAT/NPS).
- Product Improvement: Identification of the most frequent failure causes by product reference, enabling Quality and Procurement teams to take proactive action.
- Field Management: Monitoring of technician productivity and cost per intervention.
