The complete CRM vision behind service CRM development

When we built the service CRM– we had some very straightforward goals. Some have been achieved, some will be achieved down the road.

Let me do a quick roadmap sharing and also list the design objectives.

Continue reading “The complete CRM vision behind service CRM development”

Field service case study of heavy engineering equipment

service crmSaleswah CRM is being used for field maintenance of about 35000 Diesel Generator Sets by a customer. Many of these DG sets are located in remote parts of India. They are installed in Telecom Towers for providing backup power.

A service team of about 30 managers oversee 90 service dealers who employ about 700 service technicians. The service technicians attend to field visits- for repair and preventive maintenance. They are kept supplied with spares. The service is provided under stringent SLA conditions.

See this for more details of the implementation.

The field technicians use the Saleswah CRM mobile app- for service  to update the status of the ticket from the field. The service dealers and the managers use the mobile app to stay updated on the open tickets status. They also use the web based application for more involved tasks such as approvals, audits, billing, certification and so on.

After couple of years of use, the customer shared their feedback on what their strategic and operational objectives were and how close they have come to meeting them. We put their feedback in the slide deck that follows.

Have a look at the field service case study.

[slideshare id=87521886&doc=servicecrmprsentationcasestudy-180208134101]

Visit management: spoofing your location in CRM

Using location data in visit management for convenience and productivity

Visit management on our mobile app depends on the GPS coordinates reported by the phone hardware. The location is used to query Google maps and it makes your life simple. We wrote a fairly detailed post on the technology some time back.

Using location data in visit management in CRM

Let’s say, you are meeting a client for the first time- let’s say a retailer who you are visiting. Since he is not in your database, you would have to go through a lot of hassle to first add the retailer in the database, and then log the activity.

This wastes time.

So, on our Android app, we allow you to add an account (a customer/ dealer etc) from the mobile app – straight from logging a visit. If the account exists already, well and good- the app will simply log a visit. If the account does not exist, then Saleswah automatically fetches the street address (where you are standing) from Google and goes through with logging a visit.

In the process, it creates a new account record,complete with street address.

Saves time. And, that was all we wanted to do.

Control, convenience and spoofing

We recently got a call from a client and then we had to relook at the visit log method. Because, some folks, who did not want their whereabouts known, or worse, wanted to pretend to be on tour or in the field – had found a way to fool the app.

So, what we thought was for convenience, was being used by management for control. And the users were finding ways around it.

Apparently there are tens of such apps in the Playstore- all can spoof your location and help you pretend you are in Georgia where you might be in Georgetown.

We stopped it of course!

Many of our functionality depends on careful logging of GPS data and accurately querying Google maps. Finding distances, directions. We could not afford uncertainty over actual location data.