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Field Force Automation Pain
Today's enterprise companies are under intense pressure to cut costs yet maintain high levels of revenue flow and customer service. Whether or not you are managing 100 or 1,000 employee field force (salesman, technicians, etc.) the pain often can be summarized as follows:
- Service force technicians can't access needed real time information from the field due to lack of web system access or having to wait for someone back at the office to access the necessary information for them
- Present field force automation alternatives, such as wireless data devices or computer laptops, are very expensive to buy and maintain
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Solution Overview
AnyTransactions can design, build and manage a customized Field Force Automation solution that extends your present business system (whether by web, client server, or mainframe) directly to your employee in the field via the telephone. Your employees can access the system using any telephone, speak to your system and your present system will listen and speak back. A customized Voice Interface Application (VIA) automates:
- Data access and data entry to service systems
- Order/part/customer information real time status information access
- Full access to present company system, rules and processes
With well designed voice interface applications, your present "technician to administrative person to system" process becomes a "technician to system" self-service experience. VIAs are intended to work seamlessly with your existing systems - aiming to eliminate human involvement for 50-75% of your calls from employees in the field.
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Solution Architecture
AnyTransactions solution architecture extends your present systems and business processes. It is non-intrusive to your present IT solutions and all transactions will in fact be processed through your present systems.
Field technicians typically dial directly into the AnyTransactions voice applications hosting center. The company’s VIA speaks and listens to the caller thereby completing the transaction or fulfilling the technician request. The transfer of information to and from the employee in the field is managed in real time through the VIA to the company’s present back-end system(s). This ensures that a completed transaction is fully captured just as if it had been typed in by your administrative person as he/she talked to the employee in the field.
There is no requirement for special hardware, software or systems to be built into the existing IT systems. The AnyTransactions solution is customized to your system and hosted so that no additional IT resources are required.
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Benefits
The AnyTransactions solution provides many benefits including:
- Minimal start-up costs - in most cases less than $75,000
- Rapid project completion/installation - typical project is 90 days from signed contract to application deployment
- High ROI (outlined in "Savings" section) due to increased employee (both in the field and administrative) productivity
- 365x24x7 availability for employees in the field
- AnyTransactions systems can be deployed to automate routine repetitive sales center functions allowing your agents to increase the percentage of high value calls handled
- AnyTransactions pricing structure allows its customers to add voice application capacity as their savings pay for the service
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