Field Update: VTT New Features

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VTT New Features

Audience:

ETA Notifications

In the spirit of improving our communication and logistics between technician and customer, Viasat Tech Tools now has Estimated Time of Arrival (ETA) notifications.

This new system aims to enhance communication by providing customers with accurate and timely ETA updates directly from the technician in the field. It handles both on-time and delayed scenarios and emphasizes contacting dispatch for major delays.

ETA notifications will automatically pop up in the Viasat Tech Tools app to give a precise arrival time for the customer. Once ETA is entered and submitted, the customer will get a text message (if customer opted in) and an email informing them of technicians ETA.

Keep in mind: email and SMS/text may not be received by all customers. This does not replace a pre-call. Pre-call is expected on all orders.

EXAMPLE: Technician has an AM work order (8:00-11:00)

  • On Time: For an (8:00-11:00) AM appointment, VTT prompts the technician at 7:00 AM. If the technician is on time, they select the estimated time they will be arriving within the appointment window.
  • Delayed beyond the timeframe: update the ETA in VTT (e.g., to 11:30 AM). The customer is immediately notified of the change.
  • Significant Delay: For substantial delays (1 HOUR BEYOND THE SCHEDULED WINDOW) technicians are instructed to contact dispatch for further assistance.

Troubleshooting Feature

To assist technicians facing challenges during on-site service calls, we’ve introduced a new, troubleshooting feature. This system is designed to streamline problem diagnosis and resolution, minimizing downtime and improving first-time fix rates.

Main Page → VTT Start Guided Troubleshooting → Resolution