Business Situation

Workforce optimisation in field service is a crucial factor in the highly competitive satellite TV industry. A successful blend of process and technology can help even experienced organisations to improve efficiency. Our client faced certain challenges concerning the management of the workforce for distribution and installation of satellite TV products. The client did not have the right tools to determine whether on-field staff was able to reach a subscriber's home in a remote location and how the customer issue was resolved. The organisation was looking for an effective location-based application to perk up workforce productivity.

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The Solution

MaxMobility deployed 'OnSpot' that keeps businesses ahead at the grassroots level. Field activities are easy to monitor with this GPS based application. After implementation, 'OnSpot' enabled the client to proactively observe and manage on-field activities. The application allowed streamlining and improvement of field service activities through -

  • Allocation of jobs to the nearest support executive.
  • Instant access to the Proposed Journey Plan on the mobile.
  • Instant tracking of support workforce anytime anywhere.
  • Accurately and timely updates of the status of service requests and synchronisation with the server instantly.
  • Constant measuring and monitoring the attendance and visits of the workforce
  • Eliminating the need of "checking in" before moving ahead with next job request

Business Results

  • Effective supervision of the entire field workforce
  • Elimination of manual processes like filling up job sheets allowed lesser room for errors and saving time and human resources
  • Boosting of issue resolution time
  • Greater call reporting completeness
  • On-field workforce became more receptive to users
  • Real-time status data from technicians when integrated with CRM systems gave greater visibility to customers and customer service representatives.
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