Odocon serve 2.1.3
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Odocon Serve is a technology platform designed to optimize mobile and field-based resource management, enhancing customer experience and advocacy while reducing costs. It integrates service operations, automates task management, and provides real-time tracking and communication, ultimately improving service quality and turnaround times. The platform empowers organizations to capture customer interactions and insights, supporting business growth through efficient management of services and resources.
Odocon serve 2.1.3
- 1. Odocon Serve 2.1One App for Livelihood for your customers
- 2. ODOCON Serve is a technology platform for Services Organizations to optimize Mobile and Field based Resource Management and Real Time Customer Experience and Advocacy Management. Superior customer experience leading to growth in business Optimized field based mobile services infrastructure, planning and investments leading to reduction in cost and most effective services Faster and predictable turnaround time to customer requests Better management of spares and accessories improving global supply chain management Better management of partners ecosystem From miscommunication between multiple stake holders to failure in commitments to mismatch or lack of skills and supplies to even underper- forming global supply chain management of spares and accessories, there are many such areas that could be improved in managing Field based Services and Mobile resources. ODOCON Serve integrates all components of a Services, Spares and Partners on its Real Time Platform. As a result the platform helps streamline all deliverables, sync them up and increase the velocity of a far superior delivery by several times. Services cycle offers the most number of customer touch points. However most of customer experience practices are unable to capture such real moments. ODOCON Serve empowers organizations to boost customer experience and advocacy by capturing those real moments of experience while better manag- ing services infrastructure and investments. In simple terms Serve helps grow business while optimizing aftermarket services quality and cost. Real Time Mobile and Field based Service Management and Customer Experience & Advocacy Management ODOCON Serve2.1 More than 80% of a customer experience, be it an individual or corporate or an industrial client, shapes up while they are using a product. ODOCON Serve helps you capture those real mo- ments of service delivery for service innovation and translate them into Points of Sales.
- 3. Serve Central Hub Service Engineer Customers Spares Tools Mobile App Warehouse Global Supply Chain Large cities + traffic Real Time Schedule Management Schedule requests from customers Re-scheduling by customers Vicinity alerts to customers Pre-requisites for customers Customer and Service History saved and reused for future service requests Shared and Saved Warranty certificates data used for real time billing Share invoices with customers through App Feedback and customer experience management ODOCON Serve offers your customers the convenience of scheduling or rescheduling a service request through a mobile app. The rescheduling option helps companies save a lot of cost from events like customer no shows. The Master Scheduler on App helps customers better manage their requests to multiple providers to avoid any possible clash and reminds them of the respective ones in due time. For a confirmed schedule the App helps them with vicinity alerts of the assigned Service Representative to ensure that they are ready with their pre-requisites. Scheduling through an App helps reduce a significant cost and hassles of managing a call center” The schedule requests from customers go directly to the central hub of Automated Task Management which is used by Service Organiza- tions to manage and optimize their services infrastructure, planning and investments. How- ever in such events where a mix of requests come from multiple systems like a CRM, excel spreadsheets and ODOCON Serve they can all be standardized and streamlined for Automated Task Management to work independently, irrespective of the number of sources. The App saves historical data of customers and services that help guide the future optimization and use of resources, real time communication and quality of customer experience. Accessories Service Vehicles Logistics
- 4. Real Time Automated Task Allocation Management Optimized Task Allocation Management Store and Manage parameters like supply of resources from people to assets, local holidays and many more such conditions used in optimizing allocation The resources that meet customer requests are managed in the Automated Task Management by service organizations. Typically these resources comprise of Service Representative details like geo-location, skills, knowledge and experience, local holidays and availability, real time services like traffic conditions and trends, types of assets like a vehicle or tool set etc. However ODOCON Serve offers the flexibility of adding more such parameters specific to a particular company. Advanced algorithms and deep machine learn- ing are used to map schedule requests coming from customers with resources mentioned above in such a way that ensures minimal cost, fastest and predictable turnaround time to customers and most effective services that shape the real customer experience. The key objectives of this feature are to opti- mize services infrastructure, plan and cost while delivering on most effective customer services in the fastest turnaround time. The Machine learning (also called Artificial Intelligence) helps read various patterns over a period of time and reduces the time to process allocation. This is a web based system used at central hubs of corporate or regional offices. Real Time Automated Task Assignment Task assignment to Service Representatives Task reassignment to other Service Representatives in case of unattended or rejected tasks Daily attendance management of Service Representatives Each Service Representative is now connected Real Time with service management hubs of companies at all levels like regional, national and global, with an App installed in their smart phones. Based on regional regulations this feature can be either kept on for 24 hours a day or controlled from remote location administra- tors. For example it can either be configured to work for designated work hours. Using this feature companies assign tasks to Service Representatives based on availability and get notified of their approval or rejection subjected to policies supporting such action, all in real time. On rejection the same task can be reassigned to another engineer based on business rules. On acceptance this feature helps the representa- tive reach the site conveniently using geo-code based accurate maps and recommended routes. Real Time Tracking and Compliance Geo location based tracking by central service management hubs Task progress tracking by central service management hubs Remote assistance to Service Representatives Compliance for several measures set by Management Change management in case of service disruption Vicinity alerts to customers With the app used by Service Representatives the corporate or a partner organization keeps a real time track of an engineer’s geo location. This feature, besides other tools, helps Managers with an idea of task progress through any point of a work day. This feature also collaborates with the customer app to offer vicinity alerts that helps customers to be ready with pre-requisites at the site. Several compliance measures like communica- tion to customers, Service Representative Performance metrics, early alerts for expected service hazards and many more can be config- ured and managed using this feature. It also helps a central service management hub to know more about engineer movement real time in order to guide if required.
- 5. Real Time Billing and Spend Management Bill estimate data communication to customers Billing or Invoicing information Utilization and cost data of resources for Spend Management This feature helps with real time billing or estimate data communication to customers based on requests and acquires approvals. It also accepts payments to make transactions cashless. The back end application stores all standardized definitions of tasks and integrates with other source systems for corresponding costs. Mapped with customer information e.g. whether a customer is covered by warranty or not the business rules layer applies such information to come up with an estimate of price communi- cated directly to customers through the app. It reports on utilization of resources drilled down to granular levels as defined in the system. This plays a critical input to improved accuracy and speed of spend management systems reporting on Real Time Spend. Real Time Communication Management Documents exchange for approvals and authentication between Customers, Service Representatives and Service Management Hubs Pictures and Videos for approvals, authentication and knowledge management Real Time knowledge support to Service Representatives Documents that need to be exchanged for several processes across the life cycle of services including approval workflows are uploaded and shared with relevant stake holders using this platform. It also supports pictures and video based communication for authentication, training and support. This platform enables any real time communica- tion needed between onsite Service Representa- tives looking for support and central service management hubs thus improving productivity, quality of service and customer experience. Real Time Live Inventory Management Inventory data upload or integrated with other source systems Automated inventory updates driven by ODOCON transactions Inventories either from an ERP or spreadsheets or using direct upload or update can be con- verted into a real time live inventory using ODOCON Serve. It thus helps with a real time view of live inventory to all relevant stakeholders who can raise a request and updates with move- ments of inventory by items and quantities as and when they happen. Real Time Customer Experience & Advocacy Management Status Capture guided feedback Marketing promotional campaigns in sync with context Connect to e-commerce Customer referrals Services organizations are sitting on gold mines but don’t have means of knowhow to dig. The right tools and processes will empower them to exploit the immense revenue potential they are not being able to capture today. Given the number of variables they have to deal with firefighting everyday takes away most of the bandwidth. Since input from ground up plays critical to successful formation and evolution of strategies the process remains undernourished. ODOCON Serve is the next generation robot, always with every component of the field force, capturing and guiding them with velocity. Serve keeps the customer as well in the loop. While empowering the field force in delivering quality @ velocity it’s the same robot that guides the customer in buying decisions in sync with their context. Serve goes beyond its own perimeter to collaborate with other similar agents that cap- ture customer contexts from multiple sources in relevance.
- 6. This bot is here to stay and keep rearranging business components to boost bottom and top line goals in sync. Governance Approval Workflow Management Business Rules Management Real Time Notifications and Alerts Management Masters Management for People, Assets and Data Governance is driven by Approvals and Work- flows, Business Rules, Notifications and Alerts and Masters Management. Business Intelligence ODOCON comes with a highly configurable layer of Business Intelligence. It can support any view needed out of any data captured through the entire life cycle. The system tries to maintain a significant level of granularity at data level to ensure diversity in Management reporting. The speed of data reported back to the system while a process is executed or just completed helps derive Real Time Rear View Business Intelli- gence. Such reporting data supports any form of trends analysis and predictive modeling.
- 7. Sarbajit Das Adeona Technologies Private Limited 302, Balaji Business Centre, Subhash Road, Vile Parle East, Mumbai, Maharashtra 400057. Mobile: +91 985.089.0976 email: sarbajit.das@odocon.com Time is Money... Make time.. Get ODOCON