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...

Last year we noticed our long standing customer, a large fortune 500 MNC servicing power and cooling systems PAN India, was facing challenges due to handwritten Service Reports. We suggested that they move their operations to a paperless operations. However, they were reluctant to start using it. Some of their issues included: Locating a Field Service Report when a customer complaint was to be reopened. Loss of insight on data that was captured, but never entered into the system A disorganized filing system that was eating up physical space During the course of the year an ongoing effort of organization wide digitization, intention to innovate and enhance customer engagement they decided to give the e-FSRs a spin in the market. We were able to customize mEdge to capture all the information, ranging from 30-85 data points, that they originally captured using paper forms. The data gathered was then regularized to reach their CRM through the already functional API int...

Wasted time by technicians, coordinators and managers recording and keying in handwritten notes into back-office systems as well as chasing paperwork across the operation is a very real problem for organisations. Especially if the operations are field based. Problems of Paper based field operations : Lost revenue due to poor visibility of job status and equipment  leading to reduced utilisation. Wasted time on field when service is delayed due to unavailable or missing paperwork Cost of filing records, locating and retrieving them in case of customer escalations Room for error during manual entry into system or altogether emission of data from entering the system. Loss of data continuity if there is a break in the process on field Failure to utilize intelligence on customer and product from data that is collected on paper.    We have been working on mitigating these problems for our customers with the e-FSR (Field Service Report) feature. ...

3 changes in Enterprise Mobility in 2014 Enterprise mobility remained a buzzword in IT for most of the year. With most CIOs recognizing mobility as the power to transform business processes, improving efficiency and productivity and hence, high on list of priorities according to Ovum’s trend-to-watch report. → Multiple screens but mobile first As predicted, mobile workers commonly used multiple screens to get their job done and collaborate with colleagues back in the office. But, mobile first trend matured as mobile devices became the first point of contact between enterprises and its customers, suppliers and employees. Combined with social and cloud applications this has brought in new ways of functioning among mobile workers. → The driving force? Apps! Enterprise mobility moved away from e-mails to managing core tasks on mobile devices. Apps were driving the evolution as a core part of the enterprise IT application stack. It is no longer a pure mobility pro...