The Challenge:
 

Moloko ERS field engineers, tasked with service jobs originated from the Moloko ERS Call Centre, call on clients in order to repair and service computer hardware equipment. Originally, these jobs were delivered to the field engineers via their mobile phone and were written down by the field engineers on a paper job card. Once the job was completed the field engineer would request the client to sign the job card and the field engineer would then fax the completed form back to the Call Centre for data capturing and processing.

The Solution:

Using Mobile Job Card™ (MJC), and Integr8or™ middleware, on a mobile device/ Smartphone the field engineer requests electronic job cards from Moloko ERS’s Call Centre by simply tapping on a button marked ‘Get Next Job’. These jobs are entered onto the Mobile Job Card (MJC) Call Centre Software, a web-based user interface, and stored ready for the field engineer to connect thereby requesting/downloading his pre-assigned jobs and eliminating the costly need of ‘voice calling’ the data through to the field engineer. The field engineer now completes the assigned job and enters into the pre-defined fields of the Mobile Job Card (MJC) the parts used for the job, kilometres travelled and the time taken to complete the job. Once completed the engineer and client sign off the job in pre-defined fields on the device’s screen before tapping on ‘send’ to push the completed job back to the Call Centre for processing, thereby eliminating the need for additional data capturing.

The Benefits:

The cost of a service call is reduced through the reduction of cell phone calls from/to the Moloko ERS Call Centre, also the need for the field engineer to travel unnecessarily to the office to collect or drop off any job cards is eliminated, as well as offering better management of the field engineers who only receive one task at a time. Should another client call in to the Call Centre and request the services of Moloko ERS the closest field engineer can then easily be assigned to fulfil the need.

The Call Centre staff are now free to do other administration and service support tasks further improving the image of Moloko ERS as a service orientated organization.

The image of Moloko ERS is enhanced as field engineers look far more professional to the clients.

The solution allows for one point of accountability, a more streamlined business process with the benefits of higher productivity both in front of the customer and in the back office, as well as better for data integrity.

Moloko ERS also benefit from a mobile solution without the risk of sensitive data being stored on mobile devices out of the office.

Conclusion:

Mobile Job Card offers a mobile solution providing a more streamlined, simple, secure and accurate business process adding value to the field and administration staff activities of Moloko ERS. It further adds enhanced value to the Moloko ERS client base, by providing them with a more efficient service.

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