Philips Lighting Field Force Automation Application (FFA) is an iOS application for Philips Service Technicians to capture field service information in real time or offline using mobile phones. The captured field service information is transferred immediately to back-end systems through wireless connectivity (Wi-Fi, 3G/4G with GPS). This instant capture of service information reduces time delays, avoids manual double entry data errors and enhances field force productivity. This field service force applicationprovides a simple, usable, user interface for the mobile, and data transfer of the information captured at Customer Site.
From service operations perspective, availability of field information in near real time allows a business to plan delivery schedules, reduce inventory, assign, monitor and track the customer complaints, by effectively tracking the assigned service technician. Field force automation is seen as beneficial to businesses in regard of customer relations, maintaining skills among the field workforce, identifying and bringing in efficiency in the size of the workforce.
The Mobile APP provides Service Technician:
1. necessary inputs to review customer complaint information before starting the service.
2. provides access to field technician relevant features like; journey map, one-touch contact calling, job description and report review.
3. Scheduled and assigned complaint are provided in real time, and displayed for associated set of actions to include accept, reject with comments, report, complaint based status updates, observations capture accompanied by soft billing and capture details on conclusions with customer satisfaction score, customer and service technician signatures, field information report, field failure photos, barcodes and parts/services usage.
Service Technician also gets a view of an interactive search for products and parts based on 12NC and Product/Part Description and also view history of previous field complaints.
Service Technicians needs to be registered/subscribed by their reporting Service Partner Branch Manager.
For implementation queries & other assistance, please mail us at [email protected].