Creative Contact Solutions
1000 Customers : 10 Countries : 16 Years Experience

Mobile Workforce

MPL intelligentMobile – connecting with your mobile workforce

mplsystems has developed iMobile to specifically allow any piece of information taken at the contact centre to be directly shared with field based staff in real time using their mobile device of choice. Download the iMobile brochure.

The iMobile module, developed on the Windows Mobile platform, can be used as a standalone feature or as part of an holistic customer/field service provision and its applications are many and varied.

Mobile resource scheduling

iMobile manages appointments for field personnel using a series of customised rules. These rules might include postcode region, staff skills, loading, travel distance/plan or priority weighting factors. A central resource calendar is maintained at the contact centre which links directly to the mobile workforce, informing field staff of their appointments in near real time. iMobile also provides comprehensive management reporting on appointment outcomes, workforce utilisation and customer demand patterns, allowing staffing plans to be monitored and altered to achieve greater efficiency.

Home delivery/installation appointments

Many organisations want to offer their services to customers in the home in order to reach a wider market or to complement other product offerings. This involves management of the field force and the supply of accurate information on products, services and availability. iMobile automates the ordering, appointment and delivery processes, whilst updating back office systems and the contact centre.

Field service support

Maintaining field equipment such as vending machines or automated ticket machines may requires both emergency response and scheduled maintenance. iMobile schedules both these types of activity and, by grouping together scheduled maintenance tasks, can help to improve productivity. Each task will have a start and end time recorded and will prompt the mobile engineer to carry out a series of diagnostic tests or to replace the equipment. All job and diagnostic outcomes synchronise with a central database for a real time view of what is happening in the field.

Mobile engineer map thumbnail
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Facilities/asset management

iMobile stores scanned RFID or bar codes to allow the mobile engineer to track the assets being maintained and to improve diagnostics or asset recognition for maintenance. The process can also be used as proof that the asset has been visited and worked on. Alternatively, a customer signature can be captured at the end of a job to prove the work has been carried out to the required level.

Mobile PDAs
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Field marketing

Using MPL iCampaigns, a series of questions can be generated centrally, synchronised to the remote device and used to collect marketing information. This may be any type of field data collection from audit facilities to street campaigning. Again, data can be quickly analysed at head office to see if the expected results are being collected and the campaign changed on-the-fly if necessary. The number of interviews by each operator can be tracked to ensure targets are being met. The exact location of the interview can be captured on GPS allowing geographic or environmental trends to be established with ease.

Features summary

  • Local database provides full functionality with no mobile coverage
  • Integration with CRM database provides all customer information
  • Only relevant information is sent to the user
  • Rapid application development through dynamic scripting
  • Immediate synchronisation allows real time reports at head office
  • Geographic Positioning System (GPS) used to pinpoint field staff
  • RFID and bar code scanning can be used to track assets
  • Signature capture facility.