Thursday, 26 November 2015

Keys to Field Operations Success in Telecommunications - Mobility!

Customer satisfaction is the leading measure that determines the success of any service organization. In a recent report by Aberdeen Research, they enumerate the role of mobility in utilities and telecommunication services in solving critical issues.

Power outages, weather emergencies and equipment downtime has serious implications in this industry. Being off the grid is not an excuse anymore. Delays dues to misinformation or errors in paperwork can be catastrophic. mEdge effectively bridges this gap - enabling technicians to update their progress on location.

Focus on capturing relevant information

Aberdeen has reported that three quarters of service organisations already have a mobility initiative and have seen 81% first time fix rate, 74% improvement in worker utilization and 4% annual improvement in mean-time-to repair. The need for mobility in utilities and telecommunications services is most relevant because majority of the assets are scattered across remote locations.

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Utilities companies are leading the pack adopting mobility for service, maintenance and asset management.

Connect Field Teams with right answers

Migrating from paper-based operations increases the speed of right answers to solve problems. mEdge as a tool is invaluable for field teams to shorten the decision making process, spend less time on administrative tasks, open up opportunities to cross-sell (1.8 times higher year-over-year) and improve mean time to repair.

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A combined knowledge based on on triggers or trends, automatic scheduling, routing and service delivery planning makes for an efficient field service team.

Providing the right information to solve problems quickly has a critical impact on customers and sometimes safety. The focus should be not only on to equip field teams with these tools but to adapt to unforeseen events or circumstances.

mEdge is a versatile field service mobility app that allows field teams to stay connected and helps businesses stay focused on service delivery. To understand the real impact read our Customer Success Story here.     

What's New in Nov 2015 - Offline Media & Master Management

We have been listening to our customer & user feedback and there are some exciting new features and upgrades have been released in Nov 2015.

Offline Sync for media in mEdge:
It's a critical need to capture various types of media as part of any service/sales/delivery workflows, and with a low bandwidth network, completing workflows are always a challenge. To address this; mEdge 2.x now supports background media upload enabled by default. Now capture any number of pictures/audio etc and update, workflow transactions and API updates happen in real-time and media gets uploaded in back end as the user moves around. Failures are easily seen by the user and can be retried.
New compression mechanism ensures optimized media for fast upload and bandwidth efficiency.

Powerful Master Management

Now create any kind of masters easily and have it uploaded in Cloudtrac to use in mEdge or in assignments. Our intelligent master sync management ensures all the master data is available offline for quick and fast access of data while on the go.

Masters can be used for various purposes in mEdge or in workflows

  • To collect fault reasons/root causes in services
  • Sales visit reasons, product codes while creating orders, Dealer details & codes etc
  • Reason for delivery rejection
  • Equipment in a site, product installed in customer place etc

Create master data for tasks to map data easily during task management.
For example, you can create equipments against sites or customers and when a preventive maintenance task is created configure to map the equipments against the site or customers. This allows the FE to update status of each equipments while closing the tasks.

Users can download/view and update masters any time and if required synchronize with data

Reach out to to know more and see how these features can benefit your day to day operations.

Customer Success Series : Solar Powered Tower Management

We recently on boarded a Delhi-based off-grid solar energy service provider. They are implementing a sustainable technology in telecom tower management reducing dependence on diesel reducing cost of operations for telecom providers.

As their operations spread across 3-4 states, spreadsheets were not fool-proof to run smooth operations. Highly unstructured data, inadequate validation was limiting their capabilities. It was imperative to have centralized control over assets & field resources and have real-time access to job status’ in critical situations. Apart from regular maintenance tasks, they recognized that preventing identified issues with information flowing seamlessly was affecting the consistency of operations.

Field Mobility Services Management

On approaching Vitamap, we suggested #servesmart with mEdge - a product made for services management including Preventive Maintenance, Break-fix, Parts Management, Complaint Management, Alarm Alert, Request and Refill spare parts all in one application.

In the short time that they have used mEdge, operations team has seen some definite advantages:

  • Accurately collect data on performance of service at each equipment level and their analysis
  • Create complaints at the site ensuring timely and accurate escalations of issues
  • Flexible support for masters to capture root cause and faults to provide pertinent information on solving the problems
  • Location insight has allowed greater control to back office operations along with site images as proof of completion
  • Significant improvements in response times
  • Access to structured, validated and accurate data in the form of standard reports that Cloudtrac offers  

In the near future their back-end tower management ERP and Alarm system will be integrated with our easy open API. As they continue to raise their service levels and grow their business, Vitamap aspires to be a true business partner providing the right tools to scale their operations in the coming months.

Read this blog to understand the impact mEdge has had on a telecommunications service provider.