We will be making four exciting announcements on November 15, November 22, November 29, and December 6.
Bob’s Repair will be making four major announcements, starting November 15.
We are on track with our Road Map for Q4 of 2018 and can’t thank you guys enough for the tremendous support.
In the meantime, we would like our share our latest progress.
Bob’s Repair Call Center Application
In order to facilitate the anticipated massive growth in the United States and support our new call center office in Chennai, India, we have developed a proprietary telephony web application.
This web application gives all of our customer representatives and team managers access to messaging and telephony capabilities from their computers, instead of only being able to service clients from their mobile phones.
The Skilled Trade Worker Platform (STWP) is an incredible system that was originally designed to allow team members to answer and route service calls from their phones anywhere in the world. However, as we grew and began implementing concrete procedures for nationwide expansion we began optimizing our operations and realized that the customer service department needs to work together and requires access to all of our resources and applications in one place, from their computers.
We were initially going to use Salesforce or Agile for this, but both of these services didn’t provide all of the functionality we required and did not integrate well with our Skilled Trade Worker Platform.
Additionally, with our previous system, all calls and messages, which at times easily exceeded tens of thousands per month, cost the company a tremendous amount of money, which was not feasible for mass scalability.
Therefore, our development team, led by Eugene, our Senior Backend Developer, created an application that gives our staff all of the functions they needed to have from a physical phone, along with an American number, right in their browser.
This allows them to send and receive text messages and calls using their browser and a headset.