Mobile Field Service Technology

MPL intelligentMobile: connecting the mobile workforce directly to the contact centre

Businesses are increasingly aware that, to improve customer experience, agents’ time must be focussed on the customer and keeping them informed, rather than managing business processes. Whether the organisation’s environment is in sales, engineering or customer service, time should not be wasted managing data or chasing up employees for status updates. By automating manual processes and marrying contact centre activity with CRM and the mobile devices of field service personnel, inefficiencies and customer dissatisfaction can be eliminated.

Integral to mplsystems’ portfolio is the mobile field service module, iMobile. Designed to extend the contact agent desktop to the field workforce using smart phone technology, iMobile synchronises directly with iContact meaning that field operatives are fully informed of job requests and updates to information. Contact centre agents can be provided with a real-time map showing the location and status of field and appointments can be allocated automatically based on skills, loading, travel time and location.

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Real-time communications from contact centre to field agent

iMobile enables data from service requests or updates to be sent immediately from the contact centre to the mobile worker in the field who can select relevant documentation, such as diagnostic scripts, assembly diagrams and stock checks, to assist with the job. Once the job is complete, the outcome is transferred back to the contact centre.

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Data integrity

The contact centre maintains an audit trail for each job from initial request to updates sent to and from the field based staff, data from the audit trail is used to augment the knowledge base, update diagnostic tools, monitor adherence to SLAs and update parts stock details. Synchronisation is automatic and status updates are provided in real time.

This seamless synchronisation of data, automation of business processes and enablement of accurate reporting and monitoring from within the contact centre ensures a more cost effective use of IT and human resources, a first call resolution rate and, critically, increased customer satisfaction.