An Effective Mobile Strategy Links the Corporate Back Office to the Field Workforce.
Today, field businesses can achieve measurable business benefits for a range of mobile operations with end-to-end solutions. By improving the productivity of mobile workers, businesses can increase revenue, cut expenses and improve customer satisfaction.
The following are examples of three utilities using field-force automation to improve operations.
Apex , a multi location company providing Installation, After Sales Service, Maintenance and customization services to more than 10,000 customers in the Mumbai, Pune, Nashik area, implemented an integrated ServMI mobile workforce management system. Apex has integrated this solution with the cloud infrastructure, customer information, interactive voice response and high-volume call systems.
The system provides a seamless environment for dispatching, mobile workforce management, scheduling, staff management and lead management. This allows Apex to create a consolidated operations environment and make informed decisions related to both trouble- and service-order work. The system tracks individual trouble calls from customers and associates these calls with an event for a specific locations & assets. In addition it minimizes paper forms in the field and reduces voice communication.
Operations personnel can optimize assignments by viewing each field person’s location in real time on detailed map displays. The system also tracks the events that a crew has worked on, the time spent on the event and the resolution of the problem when the call is closed. By integrating operations, Apex has increased productivity, decreased back-office support, improved resource allocation, and increased the speed of deployment of job-related information to the field.
MOVING BEYOND THE FIELD MAP
Traditionally, service based companies have stored operations and maintenance (O&M) information in independent department files, an asset database or registry, maintenance history files, and on maps and miscellaneous documents. Field crews can now assemble and access data sources from a single point for unified analysis for inspection and maintenance.
CAPTURING ACCURATE DATA
An SPM Manufacturing & Service company serving more than 50000 customers in Asia, implemented ServMI a multipurpose mobile application for inspections, installations, Training and breakdown maintenance.
Customer service engineer record facility and field conditions, recommend the necessary actions and identify the priority of the work. Contractors then record the actual work completed. The data is uploaded and immediately available for viewing, analysis and reporting by companies centralized O&M team.
Accurate and up-to-date data enables company to perform effective trending of facility conditions and failures. This allows the company to make timely and cost-effective decisions on preventive-maintenance programs. Maintenance planners can produce work plans quickly, with the additional benefit of being able to combine work with neighboring service points.
The accuracy of the data also allows company to more effectively and efficiently manage contractors’ work, measure performance against other utilities, identify worst-performing product and provide accurate statistics for performance-based regulations. Labor savings is a significant benefit of their application.
By improving the productivity of mobile workers, these companies have been able to gain a competitive advantage, which is becoming increasingly important due to the economic downturn.