Turning service calls into sales opportunities


Turning service calls into sales opportunities


customer convenience
new sales opportunities
through on-demand mobile payment
improved visibility
of service productivity

The challenge

An electronics and appliances retailer wanted to enable field installation technicians to sell ancillary equipment in customers’ homes – turning a service call into an additional sales opportunity.

Nexient solution

Nexient helped equip the technicians with the technology tools to offer customers additional products, then complete the transaction during the service call. This included a recommendations engine that enabled technicians to collect associated product SKUs for potential up-sell before arriving at the customer’s home.  For example, a big screen TV might be associated with an HDMI cable. 

To complete transactions, Nexient integrated the client’s existing Android devices and field operations app with an external Ingenico card reader interface capable of reading both chip and standard payment cards. The integration entailed complex business logic and process flow mapping, and ultimately allowed verified credit card transactions to be processed correctly in compliance with industry standards. 

 The solution also enabled the client to track technician movement between work orders by capturing start and stop times and transit times, all integrated with core enterprise systems.

Nexient integrated technicians’ Android devices and field operations app with an external card reader to accept both chip and standard payment cards

The results

The company is now driving incremental sales, while customers appreciate that they can now get all the products and services they need in a single home visit. 

 The full integrated platform has also improved visibility. Supervisors can manage agent productivity, customers receive alerts when the technician is on the way, and call centers have ready insight into anticipated delivery times.

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