Annah Van Gheem
RDC recently hosted a customer advisory board with the goal of learning directly from our customers what they value from an industrial solutions provider. One of the answers we heard repeatedly was “a partner.”
At RDC, we prioritize being a partner to our customers and helping them make decisions that are going to be best for their facilities. One way we aim to accomplish this is by reducing the distance between our employees and our customers – making it easier for us to truly walk alongside them throughout the customer lifecycle.
To us, this starts with collaboration on work order and asset data at a customer’s facility. It means making our representatives, support teams, and dispatch more accessible through conversations on specific work orders. It means delivering write-ups and service reports from technicians to customers with less turnaround time. We aim to ensure that customers can pay invoices and contact our accounting team with fewer roadblocks.
To accomplish this, our team has been working on building a digital tool, RDC Digital, to improve our ability to be a partner, bringing RDC and our customers closer together.
Many features of RDC Digital were directly designed to address the needs above. There is current functionality to audit completed work to review service within minutes of a technician closing out and leaving a facility. Customers can review historically used parts to collaborate with their representatives on what inventory to keep in stock. Using these data points, facility managers can assess equipment health and work towards long-term, proactive planning for the future of their building.
Many features of RDC Digital were directly designed to address the needs above. There is current functionality to audit completed work to review service within minutes of a technician closing out and leaving a facility. Customers can review historically used parts to collaborate with their representatives on what inventory to keep in stock. Using these data points, facility managers can assess equipment health and work towards long-term, proactive planning for the future of their building.
Additionally, we have created pathways for customers to submit service requests directly to the RDC Dispatch Team and stay up to date with relevant information for these requests as they become work orders. Customers can view payment status and pay invoices from the platform as well, eliminating the need to filter through historical emails.
Current Functionality:
- Audit completed work to review service and implement plans for future upgrades.
- Examine service history in a single place to save time and conveniently collaborate with your team.
- Review historically used parts to evaluate what inventory to keep stock of at your facility.
- Obtain equipment specifications and assess equipment health.
- Create and manage service requests to communicate with the RDC Team and stay up to date with relevant information for upcoming work.
RDC Digital is an evolving product and will continue to grow as we continue to gather feedback from customers who partner with us. There will be advancements and new features – always with the goal of providing partnership in mind. Enhancements already on the roadmap for the future include the ability to submit parts requests directly to our parts manager, view upcoming preventative maintenance visits, and enter specific asset notes, streamlining where asset information can be found.
We don’t take the opportunity to be a partner to our customers for granted, and we are fortunate to be in a position where we can build and grow RDC Digital as a customer–driven solution. This tool will provide further opportunities to create partnership through relationship leading to efficient solutions at customer facilities.