When Roto-Rooter, the largest provider of plumbing and drain-cleaning services in North America, deployed roughly 2,500 Samsung Galaxy S and Galaxy S active smartphones to its service technicians, the company didn’t just achieve reliable communication. It also dramatically improved workflows, enabling workers to talk with dispatch, check customer histories, order parts, email receipts and process payments, all from their phones.
Because Roto-Rooter dispatches its plumbing and drain-cleaning technicians to work in wet, harsh environments, their phones needed to be water-resistant, durable and able to empower technicians to execute a variety of customer service and operations tasks. The Galaxy S smartphones are IP67 or IP68-certified and stand up to wet, messy working conditions while allowing field technicians to use multiple applications simultaneously without any lag time.
Roto-Rooter centrally manages its smartphone fleet through mobile device management software, ensuring regular software updates. The company has also deployed a suite of productivity and communications applications to improve workflows. Technicians can pull up turn-by-turn directions to a job and, once there, can input all necessary information, including labor hours, parts used and detailed work descriptions. As a result, techs arrive on the site with all the necessary information and are able to deliver a higher level of service. These improved workflows have also enhanced customers’ perception of Roto-Rooter, as consumers now view the company as one that’s not afraid to seek innovative solutions to create a better customer experience.
Learn more about how the Galaxy S smartphones resulted in increased efficiency and customer satisfaction in the case study below.