Manufacturing
The manufacturing industry spans a wide variety of markets, from consumer durables and office equipment to industrial products.
The companies in each of these markets rely on a well-trained, equipped and motivated field workforce to supply, install and service their customer base. Companies know that timely customer response and rapid incident resolution is the difference between winning or losing market share. In such a highly-competitive market, managers are constantly challenged to increase customer satisfaction yet maintain a tight grip on costs. As a result, companies are seeking to increase the service levels and productivity of field service workers.
MobileAware’s Mobile Workforce solution overcomes issues related to diverse mobile handsets, local and wide-area wireless networks, and enabling real-time communications over multiple wireless networks.
MobileAware's Mobile Workforce solution offers manufacturing companies the following functionality:
- Real-time dispatch of daily maintenance schedules and manifests to field personnel.
- Receipt of full information about the item provided in the service order.
- Access to previous service history which can then be updated with each service appointment.
- Push notifications of schedule changes, emergencies notifications and other types of customer-related information.
- Remote query of parts inventory, pricing, scheduling and maintenance contracts.
- Automatic maintenance of JIT inventory systems - parts used or required are entered into the system directly from the field.
- Processing of credit card orders in real time.
- Up-sell customers on maintenance agreements.
Results
A large manufacturing company with thousands of field service technicians across the US experienced a 50% reduction in phone calls from technicians to order parts and confirm information. In addition, since customers must often cancel or reschedule a service call - as many as 100 times a day in a service district of 100-150 technicians - prompt notification to technicians dramatically increases productivity by allowing technicians to rapidly move to the next service call.
Benefits
- Reduced costs associated with manual paperwork.
- Improved accuracy of communication.
- Enhanced customer satisfaction through improved responsiveness and decreased order processing time.
