The transition to the Webex Cloud has helped Robert Heath improve business processes. For example, speed and accuracy are mission-critical when it comes to the customer experience—especially in the cold winter months. When engineers are assigned to resolve an issue, they need reliable information to get the job done right.
Previously, data would frequently go to the wrong person, who had to pass it on to the right recipient. But now, having integrated Webex into the company’s enterprise resource planning (ERP) system, Robert Heath can deliver real-time notifications to the people best equipped to make the right decisions in the least amount of time.
In short, the company uses Webex application programming interfaces (APIs) to automatically create Webex spaces for each customer incident through a custom bot. The bot generates the space and populates it with the necessary stakeholders depending on the nature of the issue. Here, employees can communicate with ease and ensure all information is logged and the issue resolved before the space is deleted.
Not only are they leveraging APIs to enhance workforce mobility, but Robert Heath’s employees are also using them to simplify compliance. If an employee visits a property but nobody answers the door, the engineer is contractually required to call the resident.
“Webex enables our engineers to call from their mobile device using the Robert Heath main phone number,” Kristian explained. “The beauty of the API is that it helps us make a record of the call and prove it actually happened.”
In other words, Webex produces a digital audit trail to help Robert Heath satisfy its legal requirements. This alone, added Kristian, is a “very big win” for the business. Aside from auditing and compliance, it also ensures customer trust and satisfaction.