Field Force Automation
Encyclopedia
Field force automation (FFA) refers to the use of technology to capture field sales or service information in real time. This involves use of technology, typically handheld PDA
s, wireless devices, tablet PCs or mobile phones to capture data. The captured data is transferred immediately to back end systems (ERP
, CRM
or accounting systems) through wireless connectivity (Wi-Fi, 3G, satellite or GPRS). This instant capture of information reduces time delays, avoids manual double entry data errors and enhances field force productivity.
From an operations perspective, availability of field information in near real time allows to plan delivery schedules, reduce inventory and monitor & control the field workers.
The biggest challenge in field force automation is in developing a simple, but usable, user interface for the hand held device / mobile, and connectivity at the location of information capture
. Connectivity can be overcome by having a system which can retain the information captured in the device cache and later synchronize with back-end systems (thick client).
"Field service is increasingly viewed as an integral part of a unified customer strategy, improved over time as part of a careful project. This can also be thought of as service life cycle management or service resource planning. It is as integral as sales, marketing and customer support to product-centric businesses. Another factor bringing field service into focus for many North American and European enterprises is the aging of the workforce, and the challenges with passing along process and customer knowledge to new employees, while, at the same time reducing or keeping head count flat — making the efficiencies gained by FSM suites and mobile automation key mitigating tactics."
PDA
A PDA is most commonly a Personal digital assistant, also known as a Personal data assistant, a mobile electronic device.PDA may also refer to:In science, medicine and technology:...
s, wireless devices, tablet PCs or mobile phones to capture data. The captured data is transferred immediately to back end systems (ERP
Enterprise resource planning
Enterprise resource planning systems integrate internal and external management information across an entire organization, embracing finance/accounting, manufacturing, sales and service, customer relationship management, etc. ERP systems automate this activity with an integrated software application...
, CRM
Customer relationship management
Customer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...
or accounting systems) through wireless connectivity (Wi-Fi, 3G, satellite or GPRS). This instant capture of information reduces time delays, avoids manual double entry data errors and enhances field force productivity.
From an operations perspective, availability of field information in near real time allows to plan delivery schedules, reduce inventory and monitor & control the field workers.
The biggest challenge in field force automation is in developing a simple, but usable, user interface for the hand held device / mobile, and connectivity at the location of information capture
Information capture
Information capture is the process of collecting paper documents, forms and e-documents, transforming them into accurate, retrievable, digital information, and delivering the information into business applications and databases for immediate action....
. Connectivity can be overcome by having a system which can retain the information captured in the device cache and later synchronize with back-end systems (thick client).
"Field service is increasingly viewed as an integral part of a unified customer strategy, improved over time as part of a careful project. This can also be thought of as service life cycle management or service resource planning. It is as integral as sales, marketing and customer support to product-centric businesses. Another factor bringing field service into focus for many North American and European enterprises is the aging of the workforce, and the challenges with passing along process and customer knowledge to new employees, while, at the same time reducing or keeping head count flat — making the efficiencies gained by FSM suites and mobile automation key mitigating tactics."
See also
- Field service managementField Service ManagementField service management is an attempt to optimize processes and information needed by companies who send technicians or staff "into the field" . Optimization is difficult, since it involves intelligent scheduling and dispatching of multiple technicians to different locations daily, while...
- Mobile enterprise application frameworkMobile enterprise application frameworkA mobile enterprise application platform is a comprehensive suite of products and services that enable development of mobile applications.-Purpose:...
- Customer relationship managementCustomer relationship managementCustomer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...