Granite Telecommunications, a $1.85 billion provider of communications and technology solutions for businesses and government entities, launched the TechExpress platform. This “game-changing innovation” is designed to streamline field technician services by functioning as what it calls “Uber for technicians.” TechExpress streamlines the process of requesting and managing field tech services, from repair and technical support to equipment installation and more.
The release initially debuted to a select group of customers during a beta phase at the end of 2023.
“TechExpress is a testament to Granite’s commitment to innovation and customer satisfaction,” said Granite president and CEO, Rob Hale. “The overwhelmingly positive response from our initial rollout reinforces our belief that this platform will revolutionize the way businesses handle field tech services. As the first pillar of Granite360, TechExpress is just the beginning of our journey to provide unparalleled service experiences to our customers.”
TechExpress offers a user-friendly interface that guides users through creating, editing and canceling field service requests. The platform features a dashboard that provides an overview of ticketing history, active ticket metrics by status and type and recently completed dispatches. Its intuitive design allows users to navigate requests, drill down to specific tickets and communicate directly with technicians through a built-in chat box. The platform also supports linking related or prior tickets and options for requesting the same partner for more consistent service quality.
“TechExpress represents a significant leap forward in how Granite tackles the complexities of field service management, bridging a crucial gap in the service delivery ecosystem for our clients,” said Adam Weiner, Granite’s VP of technology. “By leveraging our extensive network of over 50,000 vetted technicians and our sophisticated algorithmic platform, we’re not just responding to the needs of our customers; we’re anticipating them, ensuring seamless installations, deployments and on-site technical support across any scale.”
Key benefits include:
- Rapid deployment capabilities to minimize downtime
- Real-time status updates
- Complete control over the dispatch process
- On-screen dispatch estimates
- Direct exchanges with technicians
- Seamless integration with existing service management platforms without leaving their ITSM platform
TechExpress is now available to all Granite clients, and promises an efficient, transparent and controlled approach to managing field tech services.
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