The services that Skybridge provide are described below. For your field service project, Skybridge can either provide the full end-to-end solution, or a sub-set should you wish to retain some aspects of the project in-house. We'll design a program to fit in with your existing infrastructiure.
Skybridge has engaged in excess of 1000 field technicians, accredited to deliver a range of technical field services, located throughout Australia. We are constantly recruiting additional field technicians to ensure our clients are well serviced in each area they operate.
All technicians who work for Skybridge undertake face-to-face training at either our purpose-built training facility in Tullamarine, Victoria, or in designated regional centres around Australia. Our training programs incorporate safety, quality, customer service and technical aspects of the field project.
Skybridge ensures that all technicians remain up to date with accreditation and insurance throughout the life of each project we deliver through our compliance management program.
Skybridge’s dedicated customer care staff are responsible for scheduling appointments for each work order we receive. Customised scripts are developed for each service type we deliver to ensure that all necessary information is captured to deliver a successful installation to the customer. Staff receive specific training to service customer demographics who have specific needs such as elderly and non-English speakers.
We also offer an easy to use, step-by-step online booking confirmation system for your customers. Through our client portal, all of our clients have access to real-time job booking status and history of customer correspondence for each work order we fulfil.
Skybridge ships thousands of consignments every week across metropolitan, regional and rural Australia to service the needs of our programs. All stock is tracked by serial number, and each stock repository is monitored to ensure it has sufficient supply to meet the forecast needs of each program.
Skybridge offers two stock models for our clients, being either for Skybridge to provide stock or our clients supply on consignment.In both cases, we provide visibility of stock levels at each location to assist with forward planning.
All on-site work completed by our technicians is performed according to work instructions developed by Skybridge in consultation with our clients, utilising approved equipment that meets Australian Standards. 100% of completed work orders undergo desktop quality assurance. Additionally, we have a team of field-based quality assurance inspectors responsible for ensuring that completed field activities meet required workmanship and material standards.
Technicians experiencing on-site issues call upon our dedicated in-house technical support department for trouble-shooting. Comprising of experienced field technicians, tech support’s role is to provide immediate assistance to technicians to ensure that each work order is successfully completed at its designated time.
Skybridge eliminated manual paperwork long ago. All on-site activities are documented through our mobile “app”, Skyportal, to ensure accuracy and completeness of job fulfilment records, as well as instantaneous notification to our clients that each work order has been completed.
Skybridge’s proprietary software system, SIMON (Skybridge Information Management Online Network) tracks over 15,000 jobs per month from initial receipt of work order through to job fulfilment and post-install follow up activities. All activities related to each work order are monitored to ensure they are completed within their required timeframe, and escalated to program managers if at risk.
For customers experiencing issues once the installation is complete, we offer our aftercare service. Your customers can call our customer care team to speak to operators specifically trained in troubleshooting your technology. Additionally, we provide on-site service assurance services for customers experiencing issues that cannot be resolved over the telephone.
Through the SIMON client portal, we provide up-to-the-minute reporting for our clients that is customised to reflect the perfomance of your field project with respect to its required outcomes. Additionally, ad-hoc reporting can be provided at short notice through SIMON's data warehouse.