Kandy Truck Roll provides a mobile based customer and field support experience that allows users to show instead of tell and accelerates issue resolution. Truck Roll enables your customer service department to resolve more issues remotely, minimising the number of on-site technicians dispatched.
Kandy Truck Roll uses the Kandy Platform-as-a-Service (PaaS) solution to combine real time communications into a mobile solution that allows users to share their mobile camera to show your customer support representatives exactly what the issue is. Your reps can then use this valuable information to better identify the root of the issue and provide users with instructions, videos or manuals that will help them get it fixed by themselves.
Kandy Truck Roll can accommodate internal (field support) and external (customer support) usage scenarios. The goal is still the same, ensure your field technicians complete their assignment (avoid a second visit) or your customer solves the issue by themselves (avoid an on-site visit). Because avoiding a real truck roll puts money in your pocket!
Field Support
On site technician video calls remote subject matter expert (SME)
SME can see through technician’s camera to provide higher level of support
SME can be off-shore or at a centrally located call center
Prevents additional truck roll for second visit
Customer Support
Customer video calls remote expert
Remote expert can see through customer’s camera to provide support instead of on-site technician
Remote expert can be off-shore or at a centrally located call center
Prevents truck roll for on-site technician visit
Note: This application requires the support service provider to have a Kandy Truck Roll subscription to allow agents to handle incoming support requests. Truck Roll’s real time communications capabilities (chat, video, audio, screen sharing, etc.) are provided by GENBAND’s Kandy cloud solution. You can find more information about the entire Truck Roll solution at https://www.kandy.io/lightweight-apps/truck-roll