Prior to the app's launch, Goodyear's commercial service technicians had only the option to receive phone calls from fleetHQ Solution Center dispatchers and take down information by hand. The technician receiving the call had to write out detailed notes before, during and after service calls while communicating with employers, fleet customers and dispatchers.
According to Dustin Lancy, brand marketing specialist for Goodyear, this can open the door to miscommunication and lead to billing and service problems. Smart Tech is designed to minimize the potential for human error, he said.
FleetHQ will gather information from drivers — including name, address, phone number, tire type and size—and send it directly to the technician, Mr. Lancy said.
The app interface features buttons that technicians can push to simultaneously inform all interested parties of their location, activities and progress from the moment a service call is accepted until the technician returns home. The call's roll time and other necessary information are sent to the customer electronically, and the need for writing down and memorizing information via phone call is eliminated.
“This is helping the dealers out,” Mr. Lancy said. “The dealers are getting real-time information on what's going on with the repairs. This is the stuff that they never got to see before.
“…It's giving more information to everyone overall on what's happening with each ticket when, before, there was a lot of phone calls going on, a lot of writing down information,” he said.
The ticket time starts when a technician accepts the ticket and clicks on the option showing he or she is en route. The technician can add notes to a comment section if there are delays caused by traffic or bad weather.
Alternatively, technicians can choose not to accept the ticket, in which case it will go to the next available technician.
After servicing a vehicle, technicians can select actions performed on the vehicle and take and upload pictures of the tires. Images are loaded straight into the fleetHQ report.
“Some fleets require that there are pictures taken on site,” Mr. Lancy said. “That way they have proof. This is something that not all fleets do, but some do, so we have the option of taking pictures.”
Lastly, the app will remind the technician to make sure he or she has all the necessary billing information.
After returning home, the technician will click the return button to end the ticket time. In order to use the app, technicians must register a phone number and link it to a fleetHQ dealer account.
Mr. Lancy said Goodyear's goal with the app is to reduce service times to less than two hours from two hours and 16 minutes.