In today’s day and age with numerous options being available to a consumer the concept of brand loyalty is becoming redundant. The speed of execution is what differentiates one business from another helping it retain and further increase its consumer base. Hence, the use of technology is becoming inevitable for companies with mobile workers. At any point in the day they must have access to required information and unavailability of that should not become the reason for lag or delayed decision making.
Today, the customer has multiple options and information available at their channel of choice, everything happens at the speed of light or faster, thus, leveraging technology to ensure quick decision making and driving extraordinary customer experience is the need of the hour – no longer an option but a mandate to retain your customer and not lose it to competitors. Customer expectations are increasing and putting pressure on organizations to digitally transform their operations in order to meet this need.
If a promise was made to a customer, could you deliver that commitment? Did it take time to acquire a new customer due to documentation uploading issues? Did you renew a policy and retain your old customer or was your competitor better at it?
In this is age of information work can’t be stalled due to delay in information. Companies have started using mobility solutions to improve communication with the field workers, increase productivity, streamline work processes, and enhance customer service and loyalty.
Thorough transparency across various stakeholders it becomes easy for organizations to include on-demand customer requests. By eliminating disconnect between field workers and backend staff, companies are becoming more responsive to their customers.
A MWFM platform is the solution to the critical problems faced by a manager which is real time co-ordination between consumer requests, mobile workers and field jobs. Such a platform can be used across industries and geographies to make businesses flexible and more responsive. It is a tool to provide business insights to deliver excellence and generate more revenue.
By access to information and visibility into operations away from the workplace, companies can speedup decision making, enhance efficiency and provide a delightful experience to customers. Mobile technology is less expensive, more accessible, and easier to use in many ways, and that makes it attractive to the enterprise. The process of executing it goes beyond consumer expectations and helps companies in gaining an edge over competition. But what may not be so obvious regarding the allure of mobile for the enterprise is the degree to which it will democratize the use of technology for businesses in underserved sectors and far-flung locations.
It is essential that the company keeps their structure straight with the latest technology. We have seen that the most field based employees enjoy the freedom of not being under the manager’s microscope. This independence on job front can either spur an employee’s performance or result in him slacking. Companies get under a huge loss just because of the communication gap.
Mobile workforce management solutions include everything an organization needs to increase the productivity of field personnel, improve results and generate more revenue. Made for mobile and web, the dashboard provides tracking data and analytics for smarter decision making. The comprehensive dashboard gives a host of unique product features like auto – routing, auto assigning.
Such features enhance productivity through route optimization - finding the best possible route to be taken by an employee to reach a customer in the shortest possible time, thus increasing productivity and reducing fuel costs. The Auto – Assign option is becoming increasingly important for the rising on-demand and hyper local operations, it finds the best- suited field worker to fulfill a customer request through a company’s preset criterion like workload for the day, distance to customer etc. Information can be sent across the entire value chain through the click of a button thereby ensuring seamless and smooth operation.
Incorporating technology to manage business operations is the need of the hour. Gone are the days when the customers sat by their doors and phones waiting to hear from a merchant – today with access to a plethora of information at the touch of a button organizations need to speed up and reach their customer before a competitor does. Use of technology is no longer an option but a mandate for businesses to reinvent themselves and live up to high expectations of the consumer.
Authored by Kushal Nahata, Co-Founder & CEO, FarEye