Field force automation uses mobile devices and networked computers to transmit real-time information between workers in the field and headquarters, improving efficiency and allowing for detailed tracking of projects. It can also be used for customer relationship management and mobile sales. Many companies offer software and tools for this purpose.
Field force automation is the use of mobile devices and networked computers to transmit real-time information to and from the field so that workers can communicate with headquarters and back. It can significantly improve efficiency and provide a business with a method to track workers, keeping detailed records of which projects they complete in the field and how long it takes. Mobile sales are also much easier with this method. Many companies offer field force automation software and tools that businesses can use with it.
In a simple example of field force automation, telephone companies have roaming teams of technicians to respond to service complaints. With this software, the phone company can send updates to tell staff where to go, including rescheduling and moving staff as needed. For example, if a phone technician is repairing a line and a call comes in for a repair at a nearby location, the company can reroute the technician there after he’s done, rather than sending in a new technician. In turn, the technician may use field force automation software to submit a problem report, and may include requests for parts, other service personnel, and so on.
The software enables detailed planning and quick responses to schedule changes. Field force automation software also allows companies to monitor efficiency by tracking the time it takes technicians to respond to customer inquiries. The ability to request parts and services can also streamline the process of completing customer requests faster; another technician in the area might drop a needed piece of equipment, for example, rather than forcing the original technician back into an office or storage facility.
This can also be useful for customer relationship management. With field force automation, staff members can take and update customer orders in the field, closing a sale. Some software integrates credit card processing so customers can pay for their orders on the spot. This can be useful for door-to-door salespeople, such as product sellers who want more payment mechanisms to better serve their customers. This also allows for data collection, where the seller accepts requests for information and notes what kind of information a customer wants.
Businesses can use a variety of products for this purpose, many of which work with cell phones and other mobile devices, so businesses don’t have to buy brand new equipment. The software must be able to communicate with headquarters or a home base and usually integrates with tools such as mapping software to help staff determine the best route to a location.
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