Friday, 30 September 2016

Customer Success : Making inroads with telecom equipment maintenance

We have been working closely with a large multinational that supplies telecom equipment to a large PSU telecom operator in India. With the ongoing #digitalindia efforts, mEdge has become the first external mobile based application to replace the paper based maintenance operations at the PSU.

The quarterly preventive maintenance for Broadband network gateway and Connecting devices to Tier 1 switch and Tier 2 switches deployed across the nation.

Current Process : Engineers visit sites,complete the periodical maintenance as per the agreed format. They complete the test procedure as per the document and obtain respective site in-charge sign and seal and forward the document (hard copy by post and scanned copy by email) to the respective circle offices for approval and process for payment.   

The current process is :
  • Paper-based and Data entry is manual leading to human error and expensive reconciliation process
  • Long data is not available for analysis and planning
  • No effective way to monitor progress in real-time for the management team

Going Forward :  To address the above issues, mEdge was proposed to the PSU and one of their leading vendors is all set to deploy mEdge for their field resources. Among other things, mEdge has the advantage of providing location intelligence and authentication of date and time when the activity was completed.

A digital signature proof and reports in PDF format allow for all service managers and site in-charge on the same page in case of discrepancy.

Field Mobility Operations

Our challenge was to ensure smooth transition to service engineers as well as site in-charge and management teams without breaking an already running process.

Engineers will perform the PM in the presence of site in-charge, fills the details in the hard copy. Once the site in-charge has verified the job, engineer enters recorded information on mEdge and obtains the signature in the hard copy and smart phone. The workflow also includes a scan of the hard copy that is included in the pdf report that is generated as part of the update.

In the future, we intend to phase out the physical forms and start to take the observations directly on mEdge and digital signature of the site in-charge. To complete the activity, site in-charge is sent an OTP to authenticate the completion, without which the activity will not be marked as completed.

Additionally, the PSU circle in-charge will have access to Cloudtrac at Circle level to look at completed data and download/analyze performance from quarter to quarter.

We hope to infuse a new level of ease in their ways of working while keeping up with all compliance requirements from all their vendors. If you would like to solve a similar field related problem with mEdge, get in touch with us right away on

Wednesday, 7 September 2016

Data vs. Actionable Data - What makes the difference?

Next gen Analytics by Vitamap
The emergence of technology has flooded the service leader with more data than ever before. Machines talk to machines, technicians collaborate with each other via mobile devices while in the field, and customers interact with the service team in real-time owning their experience.
But with all this access to information and data comes a few challenges. How much is too much data? How can we turn this data into actionable insights? Who needs to know what and when?
These are all questions that the service leader is tackling right now. As seen in Aberdeen Group’s recent State of Service Management in 2016: Empower the Data-Driven CSO (March 2016) research, one of the top goals for service leadership was improving the quality and relevance of data for the service team. This is a top 3 goal, only trailing the need to improve customer retention and drive service profitability.
Happy customers, profits, and then data quality in that order shows how the impact of data is rising on the agenda of the senior service leader today. But how do we get to a place where data is useful?
All these are great, and the Best-in-Class have some lessons for the rest:

Vitamap for analytics

Empower the service team with the data they need to make decisions, more isn’t always better.

Top performers ensure the field team has customized data views which provide only the pertinent information for technician for the specific task they are working on. Having the data necessary to solve complex issues at the time of service is integral to ensuring resolution can occur on a first visit, technicians are efficient, and the customer can be back up and running with minimal downtime.

Give the field team the mobile tools to have access to insights.

The field workforce is rapidly changing. We have been fearing the aging workforce for some time now, and it is finally here. But the Best-in-Class ensure that as technicians leave the business, their knowledge does not. They are able to capture best practices and expertise, and store these insights in an accessible location which can be tapped into via mobility in the field.
The proliferation of data in this era of the empowered customer can be a challenge for many organisations. Too much data leads to delayed action or inaction altogether. Top performing organisations have invested in technology and their internal processes to ensure they can turn all of the valuable data being captured every minute into actionable insights which drive value.
Top performers were able to take improved data capabilities and turn that into outperformance in key metrics such as customer retention, SLA compliance, and worker productivity.
Tap into real-time data to make the decisions which will lead you into the future of service excellence.

Read the reference article here

What’s New in August 2016 - The dashing new Dashboard 2.x!

Every modern business benefits from business intelligence - and almost every level within the organisation is receiving,processing and deducing information as a part of their job. Keeping this in mind we have built a brand new Operational Dashboard to understand your field operations using CloudTrac.

Dashboard for Field Services by Vitamap

  • The dashboard is presented in clear, colorful graphic interfaces that help you easily understand and evaluate complex data.
  • This is an extensible and customizable dashboard which derives grouped and pivoted insights from the various data sources created from the operations. These data sources can be task status/completion data, executive location, custom master data or an analytical data.
  • With Dashboard 2.x you can get a quick insight into the level of completion of tasks for different parameters - based on time period or split by Hubs depending on the cycle time of processes or the user looking at the Dashboard
  • Apart from operational data, we can also present Master Data such as a trend chart for monthly sales achieved, or the stock level at warehouses  etc.,
  • This dashboard can be customized based on key performance indicators to drill through current information, and identify potential operational issues as they happen and opportunity for process improvements overtime.   

Get in touch with your account managers to enable Dashboard 2.x for your account.