Dista Service

Manage your field force to improve productivity and enhance customer satisfaction

Enhancing customer experience
Play Video about Dista Service in action

Dista Service

Manage your field force to improve productivity and enhance customer satisfaction

Enhancing customer experience
Play Video about Dista Service in action
0 K+
Field assets managed
0 M+
Jobs scheduled/ month
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Customers

Dista Service, our field force management software, empowers field technicians to boost customer experience. It enables easier work order creation, job assignment, real-time tracking and more.

Dista philosophy

The combination of Dista with Google Cloud provides the optimal combination for companies to streamline their field force. Our expertise in location-based services and knowledge of service management use cases and trends, combined with Google’s innovation credentials, provides a platform that can help companies stay on top of their game in terms of managing their field service. We have a hybrid approach that combines existing functionality and capability with custom development in targeted areas and integration with a company’s existing systems.

We can build a customizable platform that is aimed to improve the user and technician experience. It can differentiate in the areas that matter to customer experience (CX) and positively influence KPIs like customer retention.

Our suite helps manage hurdles in agency operations, lead lifecycle, in-field productivity, agent monitoring, inventory, senior technician support, among others. Leverage our customizable and detailed dashboards to iron out the kinks in your field operations and enrich CX.

Key principles of Dista Service

Mobile office​

Dista Service is a mobile office in a true sense and eliminates the need for agents to come to the office at the start or end of the day to collect or drop any paperwork.

Drill-down reporting

Avoid information upload and showcase only summary reports, which the user can click and drill down for specific information. This makes consuming and analyzing data more accessible.

Dynamic and automated scheduling

Dista Service, our field force management app, facilitates dynamic and intelligent scheduling, work order allocation, and planning to reduce field agent downtime and costs significantly. It also allows a combination of batch and real-time scheduling.

Configurability

Our field service management software allows configuration at all levels of the hierarchy (area/zone/city/country) to change individually as required. This helps to adapt to changing business rules as per the geography.

Emphasis on self-service for all actors

The system provides all actors (customers, field personnel, back-office) information and actions at their fingertips within their respective consoles. Self-service increases system usage and reduces unnecessary emails for information requests or actions.

Next best action

For all the actors/actor types, the system proactively suggests ‘next best action’ periodically that are driven via analytics or ML models. For example, the system recommends upsells for a particular customer while the colleague is servicing the customer location

Manage by exception

Our field service management software automates the decision-making and overseeing of tasks. The system reduces reliance on human interaction for decision-making, and they are made in person only on a need-basis for exceptional scenarios.

Field personnel focussed functionality

The field technicians receive alerts on their app in the form of contextual nudges that help them complete their tasks effectively and improve productivity. Nudges guide them to focus on existing and upcoming jobs and save time engaging with volumes of texts.

Dynamic and automated scheduling

Dista Service, our field force management app, facilitates dynamic and intelligent scheduling, work order allocation, and planning to reduce field agent downtime and costs significantly. It also allows a combination of batch and real-time scheduling.

Dista Service system diagram

Dista platform is born in the state-of-the-art cloud system running entirely on GCP’s Platform-as-a-Service (PaaS) components.
It is a multi-tenant system with a solid framework to enable web-scale, glocalised, customizable, and extendable systems.

These components are configured and orchestrated differently for various use cases.

The Dista platform framework

Hierarchy management

The geographic layout of the personnel, operations, and configurations

Roles and responsibilities

Customer-specific roles definition along with responsibilities

Web-users management

Assigned user roles and map to specific geographies (via hierarchy)

Multilingual management

Dista uses resource bundles to enable multiple languages

Processor framework

Dista has a home-grown processor framework. Each processor is a discrete block of code that delivers micro functionality

Entity workflow

For entities, workflows are defined and used to switch workflow stages via web or application

OTP management

Define OTP rules such as length and validity and combine these with various workflow stage switches

Notification engine

Configure and push various forms of notifications via various channels to various users

Nudges framework:

For the field resources to be more successful and efficient, give them inputs at the right time

Events framework

Dista’s core framework works using asynchronous processing. Task queues listen to events and process them

Multi-timezone

In various presentation layers, the client device timezone is used to convert and display time

Challenges in Field Service Management

For Field Executives

For Field Executives

Slower response time due to lack of reliable communication system between field service agents and supervisors

Lack of mobile workforce management software leading to duplicate entries and data loss

Lower first-time fix rate due to ineffective work order allocation

Tracking and maintaining SKUs in the field

Inability to address challenges in real-time due to lack of a knowledge base portal

For Supervisors

For Supervisors

Manual job allocation leading to overlapping events and unavailability of time slots

Lack of historical data to measure field executive performance

Manual processes leading to scheduling and routing conflicts

Heavy reliance on paperwork for work order management

Lack of system to record attendance and expenses

For Customers

For customers

TAT from service requests raised to closure is quite high

No way for customers to select preferred time slots for service requests

Absence of an app or module for cancellation and rescheduling of service requests

Inability to view real-time updates and ETA of service representatives

Lack of a platform to upload feedback, reviews on social media channels and process payments

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Why Dista Service

Optimize operations

Smart work order allocation to increase field executive productivity

A one-stop app for managing field operations, right from service requests to receipt generation

A true paperless field force automation software to manage all field operations

Connect with experts and supervisors for effective resolution of service requests

Carry inventory details within the app for easy service

Get optimal route suggestions via the app to reduce travel time and distance

Get instant notifications on service requests via geographies

Track and monitor performance

ETA and real-time tracking of field service agents

Complete visibility on field operations

Create, manage, and view work orders instantly along with live status updates

View and manage field executives’ track record and performance via a single platform

Central system to manage field service agents’ attendance and expenses

Single platform for customers to check ETA and status updates on open service requests

Strategize business enhancement

Area definition and analysis of potential leads

Improve Net Promoter Score (NPS) with better TAT, first-time fix rates, and customer service

Machine learning (ML) engines for resource forecasting and planning

Lower onboarding costs, enhanced adoption and lesser technical disruptions

Get customized reports to make informed decisions. Use them to define departmental and operational strategies

Use Dista app to view and leverage customer feedback for improving customer experience and consumer service

Key features

Work order management

Create and maintain work orders by parameters such as request type, resources, and skillset among others

Agency management

Map multiple service agencies based on geographies, pin codes, etc.

Inventory management

Map and track inventories with service requests and field agents in play

Scheduling and dispatch

Intelligent scheduling, planning and dispatching to significantly reduce technician downtime and costs

Mobile office

A complete on-the-go solution to manage all tasks and operations for field service agents

Dynamic routing and tracking

Guide and track your field workforce through fastest and safe routes

Territory management

Define and redefine serviceable areas for faster response time

Pricing rules

Enable dynamically priced service request time slots

Reports and insights

Get customized role-based reports for better decision making

Dista Services

Benefits​

Boost field service executive productivity

Intelligent scheduling reduces field service agents’ downtime

Streamline work order for smooth running of daily operations

Arrange customer visits by reserving time slots

Refer to inventory details within the app for better resolution of customer requests

Service area planning

Map Area Delinquency

Set up and assign agencies with service areas by pin codes, geographies, etc.

Resource allocation per hub or territory. Choose between manual and auto allocation of service requests

View and analyze service requests by volume, status, and more

Track team performance

Track team performance

Get an overview of the team’s schedule that makes planning effortless and fool-proof

Real-time updates related to jobs status

Get complete transparency on your team’s activities and performance

Custom reports for individual and team for effective resource allocation

Increase retention, improve customer satisfaction (CSAT) and get more referrals by delighting your customers

Hassle-free and efficient mobile environment

Virtual office-like set up to manage all tasks and operations in the field

Route optimization and GPS navigation for reducing travel time

Smart, real-time nudges improve turnaround time (TAT)

Close service requests with status updates and feedback using OTP-based handshakes

FAQs

Browse our FAQs section to know more about our sales productivity platform and how it can contribute to your success.

 

Still have questions ?
Dista Service was created to serve as a virtual office for all field agents due to their hectic travel schedules, intermittent network issues, and data upkeep. They need customer info on the go, along with inventory details, a knowledge base for effective troubleshooting, scheduling/rescheduling meetings, generating service payment receipts, and closing request OTP handshakes, among other things. A truly multi-feature app, Dista Service doubles as an excellent mobile workspace to reduce TAT and improve productivity.
Yes, supervisors can track individual field service agents’ history along with completed customer visits and live ETA while on the job. This helps in monitoring field executive productivity owing to the real-time updates of their movements.
Dista Service’s AI-based allocation engine auto assigns work orders to the right field service agent after considering key factors including availability, skillset, proximity, and more. This helps in maximizing the use of resources and reduces the idle time for field service agents. Managers can also override and assign service requests manually to accommodate requests as per availability, skills, location proximity, etc.
This is a key feature of the app and helps in effective management of work order leads that come into the system and are assigned to field service agents. This helps not only in assigning requests in real-time but also providing agents with shortest and quickest routes to respond to requests sooner. Not only does this help in quick assignment of service requests and TAT but also elevates customer experience and consumer satisfaction.
Details of inventory are on the app and can be tracked via product line, name and other details. This comes in handy when field agents are on service request or getting assigned new ones on the go. This has significantly contributed in first-time fix rates for a number of Dista clients.