Company needed to increase service efficiency of technical field force.
We empowered them to report on the go using ServMI App.
THE CHALLENGE
A leading white goods manufacturer from Mumbai – needed to develop a mobile app for their technical field force to plan their service call visits, record activities and complaints during their site visits, track TAT and view customer feedbacks for Consumer Products after sales service.
Company had a mandate from the management to roll out the solution within a few weeks, and to address the issues experienced in the past when developing mobile apps i.e.
- Ensure compatibility with multiple mobile devices.
- Seamless integration with legacy systems.
- Auto Job Scheduling and offline capability in app
- Automatic versioning to embrace system changes that are a result of a dynamic business environment.
THE SOLUTION
FieldMI, enterprise mobility experts created a rollout strategy in agreement with the business and IT team to deploy the application on Android and iOS phones.
The platform was integrated with existing systems to pull master information about customers & routes, products, visit plans, Stocks & Outstandings. The mobile app was designed on the platform, with contextual help to assist the technical force to record information, when on the field, which would then be pushed to an external system to provide critical business intelligence reports.
THE RESULTS
The mobile application was successfully rolled out to 50 technical field personnel within 3 weeks, including a round of testing and pilot run with select business users.
The mobile application rollout resulted in
- Increased service efficiency by 14%
- Lesser TAT
- Customer delight through immediate responses to problems reported at the site
- Regular updates on service status, enabling well informed decisions
