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Increased SLA compliance and improved customer experience

iNotify enables field techs to retrieve customer information and ticket
data in real time from any device.

Slide background

Increased SLA compliance and improved customer experience

iNotify enables field techs to retrieve customer information and ticket
data in real time from any device.

Field Service Industry

mService, Field service app developed on iNotify Mobility Platform enables field technicians to access critical service information and customer data in real time. It helps Field service companies to reduce cost of operations, improve SLA and create new revenue opportunities.

While technology is infiltrating nearly every area of field service, enterprise mobility is giving some processes a complete face-life. mobility and process automation are becoming two of the most important factors determining a service organization’s future success. As business modernization takes place and mobile technology becomes the wind in the proverbial sail, leaders in field service organizations must establish mobility and automation as top operational priorities as they plan the road ahead.

According to the Aberdeen Group’s 2013 report, Mobility and Consumerization of Field Service, “63% of leading field service organizations highlighted how investments in mobility top the list of strategic initiatives to improve field service performance.” Field service is clearly evolving, in large part, thanks to mobile advances.

Field services are a demanding industry. SLA compliance, customer delight are some of the critical issues that field service companies need to manage. Field technicians require critical service information and customer data at their fingertips, no matter where or when, so they can solve customer issues fast. With mService, field techs, service managers and executives can each access field service management application from virtually any device anytime, anywhere. mService also encompasses features like geo-fencing, real time job scheduling and access to S.O.P. documents and service manuals to ensure on-time performance and efficiency increase of field technicians.

Field Service Automation

Field service teams can transact with central service automation / CRM / Call centre applications for:
  • Trouble ticket / service call management
  • SLA management
  • Service call reporting
  • Material requisitions
  • Service invoice generation
  • Ticket escalation and work flow integration
  • Capture digital information such as Barcode identification, capturing photographs using mobile devices
  • Location awareness
  • Interfacing with handheld printer for printing service invoices, receipts
  • Alerts for backend teams for performance monitoring.

Job Management

  • Job Allocation
  • Dispatch
  • Requisitions
  • Escalations
  • Notifications

Operations

  • Customer Management
  • Agent Management
  • Spares Management
  • Contracts Management
  • Invoicing

Analytics / Reports

  • Geo tagging
  • Dashboards
  • Real time notifications
  • Report generator
  • Customer access

Benefits

Business Perspective

  • Effective / Planned Service Attendance
  • Effective spare parts management
  • Faster turnaround time
  • Real time data availability for effective decision making
  • Improved Customer Satisfaction
  • Increase in revenue opportunities in service operations

Technology Perspective

  • Single platform leverages scalability
  • Seamlessly leverages all backend processes
  • Retrofit on existing IT infrastructure
  • Faster customization and deployment

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