The world of field service is quickly evolving - gone are the days when technicians relied solely on paper-based scheduling. This is no longer relevant or useful - the convergence of technology (especially mobile), customers expectations and consumerization of service has led to new metrics and measurements  of success. Manufacturing, HVAC, Equipment are beginning to see that customers expect the same level of transparency and service as they receive from modern day e-commerce. As you think about mobility and how technology will impact your service future, we would like to share with you some findings from recent studies. The future of mobility in technology must be about customer experience and empowerment of the field team to deliver on service promises. This infographic will help you make a strategically strong choice to unlock your service and revenue potential. Download Infographic

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 ...

'To sell more, you need to create more opportunities to sell’ The adage has stood the test of time. In this age of information a sales app is a great place to start for field sales teams. Be it better coordination, up-to-date information or simply increasing revenue; timeliness, visibility and accuracy are the three pillars that are the key to sales effectiveness. RIGHT PRODUCT An effective mobile tool helps save precious time for salespeople. They can spend more time understanding customer needs and building a better rapport,closing larger deals and quickly at that! The right mobile app will : Reduce travel times with access to GPS navigation and suggested route plans Digitize stock checks eliminating erroneous data entry processes Process new orders without any lag in placing and processing orders   Provide information for cross-sell opportunities based on visit conversations    DONE RIGHT Real-time access to field data provides...

F ield Sales is an engine which needs to keep running and firing not just to meet sales targets but also ensure customer satisfaction in a consistent manner. In industries like Medical devices, prompt response, access to product information and account information is critical for Field Sales office success . Ensuring that your field reps consistently follow up on leads, meet your target customers from hospitals to doctors to diagnostic centers or to pharma manufacturers is critical. Research indicates that access to right information at customer site goes a long way in making a productive Field Sales attempt . A mobility initiative could be the differentiating factor in having the best field team selling your products and keeping the revenue machinery well oiled. Proven benefits include: mEdge is a proven, award winning field service mobility app that is used across industries and geographies. Hundreds of field officers rely on it to win new deals and leads on a dai...

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...

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 plann...

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 ...