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, 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...

In industries like Industrial Air Conditioning Refrigeration/Heating, field service or after sales customer support performance plays a crucial role in customer satisfaction, continuous service contract renewals and hence revenue. According to Aberdeen survey 2016, the Top Pressures facing Service Organizations Are, Competition in Product and Service Improve Service based on Customer Demands Reduced Margins Increased Product complexity Service Workforce Attrition/turnover As the competition and customer pressure increase, it is important to build the right capabilities , One of the key aspects of achieving these capabilities is to invest in the right technology. Field Service mobility is one such low hanging solution which addresses  some of the top pressure areas and build the right capabilities. The solution should should help the technician to Close the Call the First Time Create an opportunity out of Service call for an upgrade/Sale ...

I mproving customer satisfaction is the top of the list of any field service organizations as indicated by the Aberdeen Survey. Regulatory compliance,relation to patient health and specialized products up the ante for the medical devices industry.    Given this fact it is very critical for the field service teams in the Medical industry to ensure highest up-time of their equipment with timely preventive maintenance, first time fix of breakdowns, meet the tough SLAs and hence ensuring highest customer satisfaction. In order to take this service to the next level, research indicates that along with many other process improvements, investing in a mobility solution plays a critical role. Mobility is not a magic bullet. However, when technicians have real time insights into customer and the equipment they are sent out to service , they will be able to have more informed conversations with customers , and ensure that they fix the issue at hand on first visit...

Not too long ago, organisation struggled with getting enough data to operate effectively. The goal then was to capture every data point and every interaction across every channel of communication. The best-in-class have been able to implement technology and a culture of collaboration that work together to maximize the value of data from the field to operations in the back-office. As the volume of data grows, so does the complexity. Adding to this,there is a very real problem of data going stale. This gap often affects service effectiveness. To efficiently sift through all of that data and act on the insight in time is a very real challenge for organisations. It is our endeavor to not just capture data from field,but, to also makes this information usable.   The first step towards this, is to capture accurate data and make it available for organisations to use according to their business processes.    Keeping your asset data up-to-date straight from ...

We onboarded a warranty management services company recently. The Chennai based company manage PSU maintenance activity and was looking to automate their field based preventive maintenance process.       In a typical set-up, the coordinators were tracking most of the operations with spreadsheets for their multi-city operations. Although they were able to complete most tasks,they had many problems on the field. Coordinators lacked visibility regarding blockages on field and involved several phone calls for intervention and closure. Collating data from the wide-spread operations to submit compliance reports was tedious, time consuming and error prone As all the data was captured in paper, no digitized info for analysis and improvement Customer management issues arising due to complaints not addressed during PM activity    Prolonged payment cycles and penalties due to all the above reasons       To be...

An Aberdeen research suggests that more than three-fourths of organisations have a mobility initiative in place. Their primary motive is to have access to tools that solve the customer problems and improve customer experience. A connected view of field teams’ needs and real issues faced by them eludes many organizations.       In recent times, we have had a couple of customers coming back to us to help them work out bottlenecks in their field processes.      Barcode Scanning Early in June 2015, a leading IT product service company adopted mEdge platform. They saw a great deal of streamlining in processes and much needed visibility of their field operations. During the service process, defective spares collected and end-customers are billed using the barcode as a reference. Product part numbers are long and complex but are required for tracking inventory. But entering the barcode manually was a cause of concern considerin...

Why should location information be part of your business process? The answer is simple. Knowing where your field workers are is only half of the story. You need to combine real-time location information with your systems to run like the ultimate service organisation. Managing a mobile workforce can present some complications. Keeping track of your mobile worker is very important for the safety, security and operational abilities of your business. Thanks to the maturity of location-based technologies such as Smart phones, it is now a seamless activity. Modern systems such as mEdge along with Cloudtrac are able to provide your business location based information when they are most needed. ROUTING & SCHEDULING In an age where distribution volumes may be fluctuating due to new technologies, it is imperative that you have the right route optimization protocols to adapt to the changing environment. SmartSchedule is able to optimize routes for line of travel to reduce distribut...

The opportunities for e-retailing - in fact, e-commerce in general- are well documented: rising incomes, young population with high aspirations, close link with technology and the rise of facilitators such as internet,mobile penetration and COD facilities. The sheer speed at which the market is growing defies expectations. With increased success comes increased order volume, lines per order, complexity in payment and an inevitable need to automate. Maybe in some futuristic world, online will be more or less like the real world, where shoppers will transact with the same ease they do in the current physical world. However, there are miles to cover in terms of payment challenges viz, last mile delivery visibility, returns management and SLA adherence before we thrive in such a world. Our in-house research suggests that processes and systems have evolved to the point where the product leaves the warehouse for the final leg of delivery. However, there are blind spots in terms of...