Q3 2024 Product Update

Nicolas Audet
Nicolas Audet
  • Updated

Workforce | Overview Page

We’ve updated our Workforce Overview Page to transform the way dispatchers and CSRs handle field operations. The new design introduces a live dashboard with advanced functionalities such as filtering by coverage area & GPS Tracking.

Here's what's new in the Workforce Overview:

  • Overview Dashboard: The revamped dashboard features a live map displaying all technicians, pending work orders, and high priority work orders for the day. This central hub helps dispatchers monitor operations and make real-time adjustments.
  • View Filters: Users can now filter views directly from the overview dashboard, allowing for more tailored dispatching operations by region or technician capability.
  • Real-time GPS Tracking: With GPS tracking integrated into the gaiia field service app, dispatchers and managers can see the real-time locations of technicians in the overview page. This visibility improves the coordination of field operations, helps in optimizing routes, and ensures that technicians are on schedule.

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Workforce | Schedule View

We’ve also significantly improved the scheduling interface of our Workforce Module. Our updates focus on improving usability and efficiency for dispatchers and coordinators, ensuring that crucial tasks are prioritized and technicians are effectively managed.

New Scheduling Features:

  • Updated Scheduler View: The schedule view has been redesigned for enhanced drag-and-drop functionality, making it easier to assign and reschedule work orders.
  • Automated Travel Times: Travel times are now automatically calculated when scheduling work orders. This feature provides more accurate planning and reduces the manual effort required in managing logistics, allowing dispatchers to focus on optimizing daily operations.
  • Work Order Prioritization: Dispatchers can now set and view the priority of work orders within the scheduling interface. This feature allows teams to quickly identify critical tasks and allocate resources more effectively, ensuring high-priority issues are addressed promptly.

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Technician App | Android & IOS 📱

gaiia field service is now available on both the iOS & Android app stores! The gaiia field service app was developed to empower your technicians on the job, while being fully integrated with the gaiia OSS/BSS platform to ensure your CSRs, dispatchers, and technicians are all connected.

Key Features Include:

  • Route Viewing and Navigation: Technicians can easily indicate when they are en route to an appointment and utilize the mapping app of their choice to view the best route, ensuring timely arrivals and efficient navigation throughout their workday.

  • Comprehensive Work Details: Technicians have access to all necessary work-related information within the app, including detailed customer information and required procedures, ensuring they are fully prepared before arriving at the service location.

  • Notes and Photo Documentation: Technicians can add notes and upload photos directly to a work order through the app. The uploaded notes and photos will be automatically attached to the customer account in gaiia and available for CSRs to easily view for any future troubleshooting.

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Products | Broadband Labels 🏷️

We’re happy to announce the introduction of our Broadband Facts module. This module allows our customers to ensure compliance most simply and is fully integrated with our Product Catalog, Checkout, Portal, and Properties modules. Once enabled in your gaiia instance, draft labels will automatically be created for all your current and future Internet plan product versions.

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Taxation | Avalara Integration

gaiia is now part of Avalara's "Certified for AvaTax" program. As a result of this partnership, gaiia’s customers can now choose Avalara’s AvaTax to deliver sales and use tax calculations within existing business applications at the time of checkout or billing, in real time — making tax compliance faster, easier, more accurate, reliable, and valuable than any alternative.

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Address Based Management 📍

We’ve rolled out a new address management feature in gaiia, designed to provide ISPs with visibility into addresses across their network, independent of customer accounts. Within each individual address page we’ve included: Linked accounts, a map view, notes, and an address activity timeline. Additionally, users can add custom fields to suit operational needs.

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Orders Module 🛍️

We’ve implemented a new Orders page, accessible from the main navigation menu, for a holistic view of all customer orders, including active and abandoned orders. The purpose of the new Orders page is to reduce the manual effort involved in order management and increase conversion rates by addressing potential drop-offs in the customer buying process.

Key Features of the Orders module:

  • View All Orders: Centralize all your orders and requests in the same place, including all details and necessary information to get your customers activated as fast and efficiently as possible

  • Abandoned Orders Recovery: Navigate to the Abandoned Orders tab to view and export a list of unfinished orders. This feature captures orders that were not completed within a 24-hour window (delay is configurable), providing an opportunity to re-engage customers and reduce lost sales.

  • Shareable Link for Order Resumption: Generate and share a link that allows customers or support staff to resume an abandoned order right where it was left off in the online checkout.

  • Automated Follow-Ups: Set up workflows or webhook events to automatically send follow-up communications for abandoned orders, encouraging customers to complete their purchases.

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