Overview The FFA by Abacomm is an application of automation of the field force with mobile modules and BackOffice/Web, providing support and management of service order phases. FFA allows employees to access client information using their cell phones; change client status and/or service order, filling out questionnaires, etc. The mobile interface can be integrated to the client's BackOffice supporting the operation or using the Abacomm operation monitoring system.
Benefits >>Mobility and increase of field team productivity: the tool allows that location and time barriers be eliminated; allowing the activities to be carried out at any time, any place, via cell phone; >>Agility in the availability of Service Orders (OS) for the collaborators in the field and, consequently, from the beginning to the closing of those orders; >>Increased control over field services; >>Better information quality regarding services carried out; >>Increased agility and precision in the attendance and accomplishment of commitments, improving the quality of the services rendered by the company; >>Image - modernity and efficiency; >>Reduction of costs with minimum travel, expenses with paper, phone calls and BackOffice structure for support to the field team.
Main Functionalities
>>Integration with service order management systems; >>Capture of information is made available for the field team; >>Tracking progress of Service Orders in real-time; >>Tracking of the field team using mapping tools and GPS; >>Security: all interactions and information exchanges are encrypted and cannot be copied or retransmitted; >>Administration via WEB; >>Access control reports, performance indicators and tool usage; >>Comprehensive set of analytical tools (reports, graphs, tables), that transform data into information.
Case Shell
Previous Situation >>The Shell field consultants had to pass their Service Orders (logistics, credit, maintenance, etc.) by phone to a call center where the OS were then retyped into the system and forwarded to the responsible areas; >>There was no management control regarding the progress of the OS. >>There was no access to commercial information.
Solution Implement the FFA solution by Abacomm to follow-up the OS online.
Resultados >>Increased agility for resolution of problems and orders by resellers (gas station owners); >>Increased productivity, entailed by integration with the Shell systems; >>Shell executives became involved immediately when a problem arose; >>End of need to retype orders; >>Increase of management capacity, entailed by online monitoring.
