Friday, 13 April 2018

What's New in April 2018 - Subtask Management, Bulk Messaging with Attachments & a new mEdge Upgrade


Its been a busy few months with lots of new features and an mEdge release. As we strive continue to help our customers get best out of product as well as enable newer possibilities to through our platform. Read below for some of the key updates. If you want to know more details reach out to your account manager.

Launch of My Inbox's rich version : 

  • Helping Field Executive to keep informed about Latest updates and best practices of Field Activities.
  • Organisations, domains and respective domains information is in hand of Field Executive.
  • Field work catalogs, Sales and Service SOPs and Schematics are get pushed in Field Executive Inbox.
  • The required documents, Files and Photos will be stored and available in My Inbox


Quick Tasks Creation and Allocation from Coordinator : 
  • Cloudtrac system enabled Interface for coordinator to quickly create Sales, Service and Delivery Tasks.
  • Task assignment can be made global irrespective of restriction on Executive to region.
  • Self Tasks created by mEdge also easily can be Re-planned and Re-assigned to right executive.
  • Easy recreation of removed or rejected Tasks and right resource identification and allocation is made better.

Universal Search and Communication :
  • Any Activity performed by the executive is universally and quickly searchable in Cloudtrac.
  • Broadcaster of Cloudtrac help the Data Scientist to analyse the activity and inform whole Field Work force or Region-wise workforce or Individual executive in one click.
  • On important and specific update from field, auto alerting to right stakeholder via SMS and E-mails at right time.


Easy management of Coordinator Activity :
  • Cloudtrac system enabled Admin user with quick management of other User with easy Password reset mechanism.
  • The cloudtrac user history report helps to monitor and track the cloudtrac user activity across the organisation.


Distribution of work using Sub Tasks
  • When a Parent Task is big, it can be divided into Sub Tasks and Sub Tasks can be allocated to different field executives.
  • Sub tasks function like independent tasks with all the same fields as a parent task, but are embedded within a parent task.
  • Parent Task and Sub Task holder will get notified each other of  respective Tasks updates.
  • This improves customer satisfaction, faster completion of work and management of work and field workforce.

Friday, 6 April 2018

March 2018 Success Story - Transforming CNC Machine Service


Mobile Workforce management for CNC Machine providers
CNC Machining is a process used in the manufacturing sector that involves the use of computers to control machine tools. CNC Machines are Large and expensive. A Bangalore headquartered ISO 9001:2015 certified CNC Sales and Service provider was running all his operations manually.
Vitamap Cloudtrac mEdge CNC Field Service System
There was lot pain with all the manual spreadsheet, sales and service reports and manually managing different skilled resource allocation at right time and right place.This leads to loss of business opportunities and revenue leakage because of inaccurate billing.

In their search for transformation, mEdge Field Smart Assistant Platform was the right choice of tool to automate Field Service Operations
and Mobile workforce management. Vitamap successfully collaborated with the customer in

    Service Request Task Ticket allocation to Field Executive by Customer Support
  • Enhancing Customer satisfaction
  • Quicker response and resolution of Service Request
  • Management and Tracking of Sales and Service reports
  • Payment follow-ups and closure
  • Field Executive Availability and Claims  management


Service Process Transformation :


Vitamap’s customer success team worked with customer’s operation and designed/deployed industry best practices. Customer Support logs
Service Request ticket from Quick Ticket Creator of cloutrac  and assign it to right Field Executive based on the Issue type, Availability
and Location.Based on Senior executive understanding and customer site visit observation, he may resolve issue or may requests for more Junior or
expert executive for the servicing.Customer Support executive will allocate the Subtask or Sub Service Request to junior or expert executives
based on their Availability and Location as shown in Task Assignment Interface of Cloudtrac.
CNC Machine Parts Replace analysis in Field Service
Field executives also have self Service request creation from mEdge, which also help to better connect with Customer and improve the SLA and TATs.
mEdge updates like “Need more executives”, “Need Part” will trigger Automated mails to respective Customer support team, Warehouse team for faster
response.Important and special request like, Material Delivery and Material Procurement will be tracked and managed in Cloudtrac mEdge
Field Smart Assistant Platform.

Transforming Sales & Collection operation :

Prior to adopting mEdge, sales operation was manual leading to opportunity loss and revenue leakage.Post adoption, sales Team is operates by
Self Task Creation ability of mEdge and Centrally by Bulk/Quick Task Creation from Coudtrac. Sales Team meets the new prospects, understand the
market and capture their requirement in mEdge. Also Sales executive does courtesy visit to existing customers, does upselling, gets more and more
Service and Sales opportunity with them.

Account Teams looks into the Outstanding payment tracker and assigns the Payment follow-up and Payment collection task to respective sales and
Service executive  based on the location.
Broadcast multicast uni-cast to workforce

Mobile Workforce Management :


On daily basis Field Executives will update Travel claims and availability of theirs from mEdge. This helps finance Team to do quick analysis of claims and helps faster processing. 

              This also helps HR Team to get updates on executive Time sheet. In order to run the operations its critical for stakeholders to be in sync and share necessary info,be it task related, expenses, organization announcements.

                 It's also common for product catalogs, service SOPs, schematics to get updated.Coordinators use Message Broadcaster to send communications in Bulk or one to one along with document attached, ensuring friction-less knowledge sharing.

                     Overall the analysed information in the Central system Cloudtrac helped the Backed Team to better and faster allocation of resources at right time and right place has improved MTBF and MTTR along with Customer satisfaction. Also it improved Field Service, Sales and Workforce management with Digitally signed activity reports.

CNC Machine Service sales industry director








Thursday, 21 September 2017

mEdge might just visit you this billion day sales season - Customer Success story Sep 2017

It's the Big billion sales season again and expect consumers to shop big time on e-commerce portals. As Smartphones are are as always the leading products shipped by ecom companies they need to be ready with a service to back it up to ensure high level of customer satisfaction.


mEdge mobile workforce
mEdge, the smart assistant for the field teams was just the right choice of tool for a service partner of a leading Ecommerce portal, to prepare for this rush.


mEdge will assist the field service teams across the country to plan, respond and address the service needs of consumers when they purchase Smart Phones this big billion day(and beyond). With its intuitive interface, custom workflow configurations, field executives will be able to respond to customers and ensure fix first time, and hence happy customers.


When our customer approached to on-board their service team for e-commerce segment, our team led from front to design, configure and integrate with their CRM in a matter of weeks. With our drag and drop configuration and auto API configuration, the integration were seamless and ensured every bit of field workflow and data capture are addressed.


mEdge ensured that the field technician has access every bit of product information to ensure accurate solution. With our innovative inbuilt web search integration, technician is enabled to exactly look up with the ecommerce portal for the product details without once leaving the app.

With ability to track product tests at customer site and capturing damaged product info integrated to the workflow process system ensured full visibility to the e-commerce provider to provide a seamless replacement experience to their consumers.