HelloTech is on-demand, in-home tech support. The startup provides customers with skilled and vetted technicians to service everything technology related within the home. In 2016 HelloTech acquired a competitor in a strategic move to scale nationwide. Our product team worked closely to merge platforms and implement a job distribution system.
Goals:
Improve job fulfillment rates
Improve job completion rates
Increase visibility into operations and logistics
Integrate technology and establish job routing
Solutions:
Create a baseline service provider application that routed orders
Automate a job offering system that matched customer orders to skilled service providers
Implement an admin ticketing system to track and trace order fulfillment
HelloTech Platform Ticket States
HellloTech Service Provider Application Job Distribution Screens
After our first iteration of this ticketing system, our order completion rates improved dramatically. However, our in-house operations still experienced an unusual number of calls relating to appointment rescheduling and technician “no-shows”. After reviewing feedback from our customer service and fulfillment teams, we realized that appointment related reschedules happened quite often. Our product team decided to implement a feature called alternative scheduling to remove any barriers to appointment rescheduling. This feature would allow customers to select a minimum of 3 preferred appointment times during booking, and allow technicians to request alternative appointment times via the app when claiming a job. Any times suggested by the technician were then sent to the customer for approval prior to job claim.
