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Data vs. Actionable Data - What makes the difference?
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:
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.
In the home appliances business it is imperative to build a great relationship with your dealers on the ground, the ones who sell your product and provide real connect to customers. In order to accomplish this, brands typically have a foot on street team that visit the dealers spread across the geography on a regular basis. The connect between the foot on street sales team and the dealers is a critical success factor. This home appliances brand had the typical challenges of any foot on street team, Challenges Need for customer specific data at the site Order status, payments, issues Need to process orders at site Take orders, provide discount information Lack of visibility of field operation and their activities Are the field team following their visit plan? Why are customers not paying on time? Etc., These challenges if not mitigated quickly could snowball to affect the market share and business growth. Our Client identified t
Getting information and staying organised should consume as little time and effort as possible. That’s why we focussed on making a faster, simpler and smarter mEdge in its 3rd avatar. It is our mission to transform field operations with seamless connectivity to provide real-time information. In keeping with that, we announce general availability of mEdge 3.0. This version is the forerunner for mEdge's transformation from a data collection app to a smart assistant that makes field jobs simpler , faster , smarter . What to expect from mEdge 3.x? The idea is to create the ultimate companion app for anyone on the field. Be it a repairman, sales executive or a delivery guy. We are striving for a faster, easier and smarter experience with mEdge 3.x future versions. With the introduction of swipe navigation, quick update and fire & forget we are expecting upto 40% increase in efficiencies on the field Tremendous increase in the speed of update with the
Vitamap is excited to be featured on the recently published ‘ 20 Most Promising Enterprise Mobility Companies - 2016’ by Silicon India . The editorial reads “A renowned panel of industry’s topmost CEOs,Directors and industry analysts including siliconindia’s editorial board dissected the list throughout the year.” Adding a feather to our cap “ The platform (mEdge) addresses field service use cases across the spectrum, whether it is a service workflow for large organisations, or sophisticated lead management or a simple delivery update in e-Commerce. ” Talking of the team at Vitamap “ The close knit group of versatile experts at Vitamap leverage cutting edge technologies, be it cloud infrastructure, using NoSQL, latest platforms like Node.js, Machine learning and others. ” Go to Article As devices and networks evolve in efficiency, enterprises are now using mobility to address customer experience to real-time connected workplace and re