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A Look into the HIVE: Revolutionizing the Equipment Service Process

Let’s face it: The process of fulfilling equipment service requests can be tedious, inefficient and downright frustrating. Across industries, service repair technicians and dealer managers alike report the same list of pain points over and over, including breaks in the communication chain, wasted time running for parts and lost money in almost every part of the process.

But what if there was another way?

Enter HIVE Quick Response, a digital platform of secure links that connects machine users and servicing dealers in all the right ways, streamlining service requests and reducing those all-too-familiar process issues. With HIVE, a service call that would have normally meant multiple phone conversations, time spent on hold and classic instances of miscommunication can now take just 45 seconds to complete.

Completing Service Calls the first-time is a critical business metric

How It Works

By replacing service calls with an information portal that connects the machine user with the servicing dealer, the HIVE is the perfect platform to streamline communication and save time. Here’s how:

  1. Set Up for Success. The HIVE system begins with placing encrypted decals on each piece of equipment in a fleet. When customers scan the decal all the information the service providers need to know is included: model and serial numbers, GPS location, and more. Our team of HIVE experts will work with you on the setup to ensure all of the necessary information is captured and recorded into the system so it’s ready for when you need it.

  2. Fast and Easy Service Requests. Once the setup process is complete, equipment users simply scan the encrypted decal with the HIVEQR app to start the service request process. The application quickly and painlessly guides the user through verifying the equipment, noting the issue, and providing a photo. The system then immediately logs the information and notifies the service provider, and just like that, a service call has been made in under a minute.

  3. Quick Dispatch. The HIVE has helped to gather all the key information up front, so when a service technician is dispatched, he or she already knows what isn’t working, in 60 % of the calls which parts are needed and where the equipment is located—all before leaving for the site.

  4. Accurate Updates. When the service technician arrives on-site, he or she scans the decal, and the client and dispatcher are immediately notified. Once the repair has been completed, the service technician scans the decal again to confirm the job’s completion.

Keeping your fleet up and running is the core of who we are

Why It’s Worth It

The HIVE Quick Response system helps dispatchers preplan service calls to ensure the right service technician with the right parts fixes the issue on the first trip to the site instead of wasting valuable time going back and forth for additional details or products. On average, HIVE customers see a 60 percent increase in first-time service call completion rates—that’s a lot of time and money saved!

Customers who have made the switch to HIVE say that the system is a win-win. As dispatchers and technicians spend less time chasing down information and parts, equipment is back operating in the field faster than ever. If time is money, then HIVE is certainly worth the investment.

Talk to an Expert

Check out the below video as Luke Sheppard, Principal of Sheppard & Company Consulting and member of the HIVE Quick Response advisory board, interviews our Founder and President, Steve Ross, in our first Meet the HIVE Webinar.


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