Field Force Automation, or FIFA is an automated process to monitor, streamline and manage field support operations.
• Real time update against the complaint
• Better capture of working performed by the field engineer
• Faster response to the customer against his complaints
• Better call management by the field force, reflecting better SBD and closure of the complaint with in SLA timeline
• With all details of the complaint listed, field engineer can better diagnose and serve against the complaint he is attending
• Efficiency/productivity of the field force can be obtained based on their daily working through the tool
• Improve in communication between the field force and its regional center
• With Punch In report, the regional team has a better understanding of which engineers are active in a given day, thus leading to call assignment to the available field engineers
• Making conveyance gets easier as details are already captured, thus enabling field engineer to submit fast, and enabling SDMs to check and approve quickly.