Challenges in Staff Management for Transnational Businesses
With clients locating in China, Japan, Korea and Singapore, the company has many domestical and overseas offices in order to listen closer to customers’ needs. Field staffs’ real time work progress tracking is the most challenging issue.

Traditional clocking machines were not able to track the attendance of most salespeople and technicians who serve customers on-site (including cleaning, installment, adjustment, testing, ad hoc repair cases, training and data collection, etc.) While on-site staffs used to fill out daily reports in paper to file attendance record for payroll calculating, which is a obstruct for communication due to delayed review of progress.

① Check-in Time Verification
While check-in and check-out time reported by sales and technicians based on their service reports couldn’t be verified, the actual execution time couldn’t be ensured. Meanwhile, the leave and shift adjustment application couldn’t be processed timely.

② Unable To Manage Customer Service Progress
Client issues and service details were not updated until technicians returned to the office and completed daily reports. This delay hindered real-time follow-up, led to inefficient communication, and negatively impacted both processing efficiency and service quality.

At first, the company considered to activate attendance module in existing HRM system, to develop the system by in-house IT team, or seeking for a outsourcing system development service.

While there are many limitations on existing HRM systems, such as not supporting Baidu map, fees are costly and need to wait for over half year to get customized functions. Also, it takes high cost in self-developing or outsourcing. Due to the above reasons, the company decided to apply a suitable system.

The company found ServiceJDC on the internet and started a trial after browsing the website. The consultant provided dedicated suggestions that fit the company’s work situations. ServiceJDC provides great services and reasonable price and is developed by company under Mercuries Group, the company thus decided to apply it.

Connecting with ServiceJDC, Utechzone Creates a Comprehensive Management System

▶ Solution

．Mobile Punching and Positioning Make Effective Attendance Reviewing
After applying ServiceJDC, we set up tasks, leave, change in dayoff as common task contents and assign the tasks by managers in the web-end. If there is any repair call, maintenance staff can create a task on APP. And for punch time, APP can record locations and time of task start and close, and even staff go on a business trip, they also can check in/out (for user in China, the map can be changed to Baidu map); all the records can be connected through API to inner HRM system. The attendance can be added or adjusted in APP by field staff and the info will be synced up in the ServiceJDC. Therefore, managers can assign work effectively and HRs can control colleagues’ work and OT hours to calculate salaries.

．Task Status Report by Phone Managers Review on Web
The company used to pre-schedule staff’s work shifts with Excel and the shared info needed to be maintained to prevent being messed up. Afterwards, customer service staffs would key in task info in MIS daily report system. The whole process costed considerable time.

Now customer service staffs can check on the daily task schedule on APP and check in/out when arriving and leaving. Digital forms can also be submitted with their phones; and the managers can check real-time task status and reports at the web-end.

Continuously Optimized Workflow, Kept Improved Customer Experience
After implementin ServiceJDC, Utechzone’s field management and mobile work has achieved a better level and the convenience of attendance management, task info synchronization, announcements and tasks analysis make a greater management and efficiency. Moreover, all data collected by tasks and forms can be analyzed to offer full insights for managers. ServiceJDC will continuously grow together with Utechzone for better workflow and field management to create high-end customer services.

As a cloud-based rental service, ServiceJDC requires no large upfront investment. Enterprises can start with a trial before committing to a subscription. ServiceJDC is a comprehensive one-stop service, apart from attendance, task and message features that were mentioned above, it provides form, approval, contract and equipment management and we support multil-languages, Google map and Baidu map that helps fulfilling mobile work for transnational companies. The system is currently free for up to 5 users, learn more on ServiceJDC official website.