“The Customer has witnessed a 35% improvement in agents’ productivity since the solution considers real-life field and traffic conditions to power field operations. The operations managers now view instant reports on Firestore-powered, real-time dashboards.”, claims Shishir Gokhale, Partner at MediaAgility.
The Customer is a leading global Television Service Provider with over 10,000 employees and more than 50,000 subscribers. They employ a wide network of field agents who ensure customer requests are serviced in a timely manner leading to a high customer satisfaction.
Roadblock to Efficiency: Heavily Dependant on Manual Processes
Earlier, the Service Provider manually scheduled and tracked the field service agents. They were relying on static location and business data to define the serviceable zones and manage service requests. Also, they could not arrive at actionable insights from the location data that was produced day in and day out. Other challenges included –
- Inefficient resource planning
- Limited visibility into the in-field operations
- Inaccurate representation of job status
- Traditional call based coordination leading to delays
- Missed SLAs and order refusals
Further, reports on capacity management, SLA adherence, turnaround time for tickets, efficiency of the agents were missing. Utilization was sub-optimal and spikes in workload could not be addressed in real time.
All these challenges called for an efficient and optimized method to leverage real-time location and business data to schedule and track the field operations and hence deliver exceptional client services.
A Centralized, Location Intelligence-based Solution to Manage Customer’s Field Force
The Customer together with their digital consulting partner, MediaAgility identified the various constraints in managing field force, like – agent availability, customers’ proximity, skills, preferred time of service, available equipment, and more. MediaAgility designed and developed a POC that factored in all the dynamic constraints to automate Customer’s field operations. After 5 months of reviewing the results of the POC, the complete and enhanced solution on location intelligence platform – Dista was implemented within just two additional months.
Dista platform uses Google Cloud and Google Maps products like – Google App Engine, Datastore, Firestore, Big Query, and Google Data Studio to develop the solution which offers end-to-end job control, as follows –
- Service grid/zone management
- Warehouse mapping and inventory control
- Field agent routing and scheduling
- Tracking of jobs
- Mobile and offline support to field agents (cellular and SMS support)
- Real-time alerts, notification and communication with field agents
- Real-time visual dashboard for the operations team
A Comprehensive Solution That Has Improved the Overall Operational Efficiency
The system performs at optimal levels even during periods of high loads since Google Cloud Platform offers extensive scalability.
The Customer has also been able to utilize the surplus workforce in other business activities and is now looking to deploy a similar solution for their Collections team.