Vira Service Field Application

Service Field Application "VİRA" which has mobile application feature, and which has been developed for Vestel Call Center by Vektora CRM Software Development team received the WORLD LEADER reward after the championship in EMEA phase.

In 2018 CONTACT CENTER WORLD, held on November 9, 2018, and in which the best projects of the call center industry competed, "VİRA" became the world leader in "The Best Technology Innovation" category within 17 global projects in total.

Vira Service Field Application is a hybrid developed mobile application using Google Android and SAP Fiori, which is used by Vestel Authorized Service Technicians during setup and breakdown services.

With this application which can be downloaded to mobile phones, Vestel Authorized Service Technicians can momentarily track the works assigned to themselves; can get in touch with customers via FCT server by using the customer information; can see the technical details and documentation of the products that they will give service and do the warranty processes. They can enter the details of the service and if necessary, can order spare parts by checking the spare parts stock. After completing the processes, they can obtain an e-signature, keep service records in digital platforms and upon a customer request, they can get print outs via mobile printers and hand them over to the customers.

Developed by Vektora CRM Software Development team, one of the important features of Vira Service Field Application is that it makes it possible to carry out processes even when there is no internet connection. Technicians, who are in mountain and rural regions, can provide the services in the same quality.  

Thanks to the instantaneous monitoring of the technicians on the screens of authorized services by continuous GPS signals with the service being given at the customer's address, features such as being able to confirm this on the system are amongst the most innovative aspects of the application.

Vira Service Field Application, which became the world leader in CONTACT CENTER WORLD organization in which the best projects in Call Center Industry compete, thanks to its user-friendly interface, allows technicians to save time by helping them to reduce their tick counts by 35%, which they do to finish the procedure.

Technician satisfaction rates are doubled after the launch of the project. It was confirmed that the error rates reduced by 4-fold in average and a significant decrease in duration of the closing a process on the system.