Leading enterprises are using predictive analytics, machine-to-machine systems, distributed networks and the cloud to optimise their mobile workforce. This in turn helps to enhance their customer experience and helps to improve efficiencies.
Build a network of machines and people
Consider an organisation with a workforce of mobile technicians whose job is to maintain widely distributed equipment.
The connected machines continuously report back to a central system - about air quality, temperature, humidity and other environmental factors. This means the business no longer has to wait for human intervention to get status updates or scheduled maintenance on the equipment, which enables the business to provide equipment maintenance on demand.
Use predictive analytics
At the centre of this is an advanced analytics system that makes sense of the data, makes predictions and sends alerts to employees to order new parts, escalate issues or take preventative action.
Predictive analytics helps managers optimise workflow by enabling them to select the right maintenance worker for a job, based on each employee's skills and certifications, location and availability.
In turn, the workers are better resourced. Updates are sent to their mobile devices with the location of the next job and the equipment's maintenance history and manuals, meaning that issues can be addressed in a timely manner and consequently customers can receive faster, better service.
Integrate systems in the cloud
Of course, creating a system like this isn't easy, as back-end systems need to be tightly integrated. However, cloud services can simplify the process.
When combined with today's mobile devices, cloud services allow a plug-and-play approach to build the integration between disparate systems and databases. This is required to combine all the information in real time to help deliver an optimised mobile workforce. Development can be iterative, benefiting from regular user and customer feedback, and with applications no longer restricted to one proprietary corporate device, rollout can be quickly achieved without incurring high capital cost
The benefits to the business are substantial, including:
- better resource utilisation and helps reduce costs
- a more efficient supply cycle
- tighter integration with customers and suppliers
- enhanced customer experience.
For more details on Optus' mobility solutions, go to http://www.optus.com.au/business/mobile
By Chris Kennett, Optus Business Industry Manager. More from Chris on Twitter: @ChrisRKennett