Case
Eaton – Driving improvements in the customer service process

Challenge

Technicians used manual methods to collect information during their equipment maintenance and repair visits, causing delays in sending data to headquarters and a consequent increase in effective customer service time.

Solution

Through the analytical vision, we followed the routine of Eaton’s technicians, identified their difficulties, and mapped their journey in the search for the best viable solution, using Design Thinking.

With the project’s Lean Canvas ready, we validated and developed an application for iOS and Android that ensured greater efficiency and improved routine visits, reducing service times, visiting costs, and providing greater predictability in the maintenance of equipment for Eaton’s customers.

Using the application, technicians can easily view all maintenance needs during service, with access to equipment information, such as: parts expiration, previous service status and sending detailed reports to the customer, as well as immediate forwarding of the information collected during the visit to the commercial area with the quick issuance of service orders.