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1. Project background
The secret of business success today is to constantly use new tools and methods in order to provide customers with better services, while making field operators more efficient. Mobile phones make manpower dispatch more convenient; laptop computers make more files available at hand; and related applications that provide corporate services such as customer information and workflow are more helpful for companies to succeed.
However, in order to comprehensively improve the service process, field workers must be able to access the background operating system and application system anytime and anywhere to read the information they need.
Mobile data and wireless data solutions allow customer service personnel to access these important background operating systems at any time, obtain the required information, and improve the level of on-site operations. These programs not only enable better deployment of resources for field operations teams, higher efficiency of experience sharing and mutual learning, better customer relationships, and better inventory management. The work process provided by the mobile data solution is a brand-new informatization work process, and companies can expect to achieve the following goals:
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▲ Increase revenue
●Quickly and accurately dispatch and complete the work
●Real-time control of the progress of work orders
●Make full use of working hours
●Accurate data support work analysis and assessment
●Improve customer satisfaction and loyalty
●Receive work order information quickly and comprehensively
●Real-time query of required information
●Collect and quickly submit field data
●Simplify the follow-up process to the greatest extent
●Improve the content of the bill and shorten the billing cycle
●Use advanced management system
▲ Reduce costs
●Better dispatch and resource allocation
●Reduce the time required for each job and enhance the sharing and communication of information
●Increase communication opportunities between field operators and R&D personnel
●Reduce parts inventory costs
Two, program advantages
Several aspects are worth strengthening:
▲ Resource allocation
In the past few years, the dispatch process has changed drastically. The central resource management center uses e-mail, network, and front-end and back-end systems to release work schedules, customer locations, issues, and time information to field operators. For the special needs of specific customers, they are usually delivered in time via mobile phones.
When these systems and methods can provide help, companies still cannot achieve the following ideal state: “In the first time, immediately report on-site operation status.”
▲ Education and training
Whenever a new product goes on the market, on-site operators must obtain new service procedures and related documents through various channels. The current training in this area is usually through computer-based training methods such as CD-ROMs and the Internet to increase on-site training courses for on-site operators. Although these designs allow field operators to use their free time for further training at any time, they are only a supplementary and intensive training method that is only suitable for new products and new technologies when they are just launched on the market.
However, a long-term training plan is also necessary. For example: when on-site operators cannot repair a key component that is important to the customer’s daily operations in real time, this has violated the company’s commitment to the customer. For field workers, the current service program must include professional technical support and product replacement.
▲ Tracking the problem solving method
The customer relationship management system (CRM) provides a set of necessary and complete solutions. The problem processing starts from receiving the customer’s problem, until using the phone to help the customer solve the problem, or handing the relevant information to the on-site staff to solve the problem for the customer. When the customer’s problem is solved directly through the phone, the service staff can immediately record and store the solution in the computer database for future reference. However, when the problem needs to be solved by on-site personnel, the way to solve the problem is usually to wait until the service personnel return to the company to fill in the relevant documents, and these documents are usually handwritten. Therefore, the report records often have incorrect, incomplete, or outdated information.
▲ Save and read files
Although many field operations teams have converted some files into electronic files to reduce the trouble of carrying a large number of files, personal computers still have inherent limitations such as waiting for software activation, file format conversion, and service life.
Only when a new system that changes these operating processes results in a significant increase in corporate revenue or a reduction in costs, IT investment will be recognized. As mentioned above, the current on-site operating system has been able to greatly improve the operation process of on-site operations and maintenance.
Although there are some tools that can make the on-site work process easier, there are still limitations. Imagine that on-site workers must carry bulky personal computers, wait for the start-up time, and cannot immediately read back-end system data online. This will show that the company itself does not have the ability to make full use of smart assets. Personal computers and mobile phones do not allow on-site workers to obtain the relevant information they need in time, and they become the most effective on-site operation team.
get information
The information is correctly obtained and uploaded to the corresponding system in real time, which will have the following effects on some operating systems:
▲Generate new sales opportunities: When the correct information is transmitted to the business staff through the company’s automatic sales system, additional opportunities for sales of related products or services can be increased.
▲Identify and troubleshoot problems as early as possible: Delivering customer’s problems to the field operation team, as well as design and production related units, can not only improve the on-site operation process, but also comprehensively review the product quality and increase the ability to solve problems.
▲Reduce the billing cycle: directly input the time spent on site operations and the number of parts used in the database of the finance department in real time, which will increase the accuracy of the billing, shorten the billing cycle, and enable the company to hold more cash .
Customer data management
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The customer relationship management system can significantly improve the two workflows of customer transaction data recording and management. As we all know, customer contact information must be appropriately planned and correctly established such as: who works where, what their background is, what their needs are, and what products they buy. These are the basic information that must be known before contact with customers. The vast majority of field workers rely on real-time updated customer relationship management systems and wireless networks to obtain the following information:
▲Using the customer’s address and path obtained from the network or customer relationship management system, so that on-site workers can arrive at the destination on time
▲Understand the interaction between the customer and the company from the detailed customer transaction data
▲Use real-time analysis of on-site operations to increase opportunities for additional sales of products or services
Use and ordering of parts
Knowing which backup parts can be used and when the assigned work can be completed is quite a competitive advantage for companies. In the process of providing customer service, if you can correctly tell the customer whether the replacement part has a backup and when it can be delivered, it will help increase the customer’s trust in the company:
▲A clear understanding of the supply and demand status of backup parts can be used more effectively
▲In the period of global economic downturn, another option to increase the competitiveness of enterprises is to prepare a maintenance estimate report
▲Provide more real-time information on site and reduce parts inventory
Three, system function introduction
1. Mobile data and wireless data
The so-called mobile data application software refers to the installation of complete client software on the personal digital assistant device, so that the user can directly read the required information from the personal digital assistant device. Generally speaking, mobile data applications are suitable for regularly updated and huge amounts of information. Such information must have both online and offline status. Typical applications are:
▲Record basic customer information such as customer addresses, transactions, and services
▲Daily schedule of on-site workers
▲Provide basic documents required for on-site operations
The demand for such information to be updated in real time is not high. Therefore, the most effective method is to install a simple client software on the personal digital math equipment, so that users can connect to the appropriate back-end database system and download the correct information when they are online. Due to bandwidth and cost limitations, data can only be updated regularly through modem dial-up connections, network connections, and dedicated lines.
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The so-called wireless data application software refers to the installation of client-side application software on personal digital assistant devices, so that users can use wireless connections anytime and anywhere to obtain relevant information in real time. The wireless data application software is suitable for data with frequent changes and small files, and the user is usually in the range of receiving and using wireless transmission. Since the cost of using wireless data transmission is higher than that of mobile data transmission, it is necessary to carefully determine the data that can be obtained by wireless transmission. Typical applications are:
▲Real-time update of the status of on-site staff dispatch and response
▲Email and group discussion
▲Inventory and order management system
▲New supplementary documents are needed temporarily
2. Technology and Service
After carefully considering the on-site operation process and clearly defining which materials need wireless transmission function and which need mobile transmission function, a new on-site operation process is formulated. The qualitative and quantitative analysis clearly shows that the new on-site operation process will bring obvious benefits to the company such as: reducing instrument idle time, comprehensively improving customer service quality, increasing additional sales opportunities, and reducing inventory costs.
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3. Mobile data solutions
The mobile data solution can not only be built on the existing field operation software of the enterprise, but also provide enterprise-specific mobile data software. Both of these service methods can be managed by the wireless data center.
A. Hardware:
mobile phone—
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Data Collection Terminal—
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B. Software
It is the core pursuit of mobile data solutions to provide the most complete software tools and technologies so that enterprises can quickly set up, deploy, and manage mobile data field operations. The feature of wireless data is that it can provide the on-site operation team at any time, and all the information and files needed temporarily. This requires the re-integration of various wireless networks, various database systems, equipment, and operating systems in the enterprise to provide the most complete and detailed support for field operators.
▲Developed with the latest technology
●SOA
●.NET 2.0
●IIS (Internet Information System)
●Web Services
●XML/SOAP
▲Simple and flexible system configuration, strong practicability
▲Powerful, safe and stable
▲Less resources
▲Easy to carry, mobile receipt of work orders, paperless operation
a) The system has an intuitive and comprehensive operation interface:
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▲Work order management
●Easy scheduling operation
●The status is clear at a glance
●Real-time data acquisition
●Detailed statistics
▲Resource management
●Keep track of personnel trends at any time
●Comprehensively improve the utilization rate of working hours
●Auxiliary asset management
b) Intelligent system configuration tool
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c) The system combines positioning with map instructions, and combines task lists with GIS, which fully reflects the value and significance of mobile data.
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d) Intelligent chemical single task scheduling function, which can automatically generate dispatch task lists and electronic personnel schedules, so that the time and schedule can be fully adapted. The real-time work order scheduling function allows employees to fully deploy their skills.
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e) On-site service personnel dispatched can fill in real-time work order information, so that companies can monitor the execution of work orders in a timely manner, and on-site information can be effectively collected and uploaded quickly.
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f) Comprehensive reports
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Entering the era of mobile data will not only create huge business opportunities for enterprises, but also a watershed in the new generation. Enterprises are actively introducing wireless technology into existing systems, supplemented by new tools and platforms to provide customers with the best services. The days when field workers could only serve customers with data stored in bulky computers has passed. Nowadays, when the company’s system and wireless data are integrated, field operators can obtain the information needed on site at any time through the instrument they wear, and complete the service satisfactorily. Those enterprises that understand the advantages that wireless technology brings to enterprises and are willing to face the challenges of integrating systems will increase their competitive advantages and become industry leaders.
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