mosio's fieldforce: two-way business text messaging software for field reps | field service...

Case Study:US Remodelers

Two Way Business Text Messaging for Field Reps

FieldForce Mobile is web-based text messaging software enabling efficient, two-way communication

with reps, contractors and mobile workforce.

Using it, field reps spend less time talking on the phone and more time towards revenue-generating

activities.

FieldForce is perfect for companies with:Sales Representatives

Field Technicians

Contractors

Franchisees

Field Service Agents

Mobile Staff

Delivery Drivers

Field Representatives

Corporate Call Centers

Worker Dispatch

What is needed to get started

Needed:1. Mobile phones with SMS (Text Messaging) capabilities.2. Computers with internet access.

Not Needed:1. New hardware, smart phones, PDAs or mobile devices.2. Downloadable software or mobile application development.3. IT Department involvement (unless you want).4. Extensive training to get up and running.

US Remodelers - Home Improvements

US Remodelers is one of America’s leading home improvement companies and has operations in over 40 major metropolitan areas across the United States.

© 2010 Mosio, Inc Interactive. Mobile. Engagement.

Description


Effectively Manage Call-In Support for Associates in the Field

Challenge

With hundreds of sales associates across the United States, managing call-in support is a time-consuming and costly project on a regular basis.

US Remodelers needed a time saving, cost effective mobile solution to provide real-time support services to every sales associate.


Accessibility and rapid implementation of a mobile solution…

Challenges

* Provide a mobile technology ensuring the greatest amount of accessibility to sales associates, regardless of their mobile phone types.

* Deliver a personal support experience that sales associates were accustomed to receiving in telephone communications.

* Train hundreds of sales associates on how to use the technology on their mobile devices.


Ensure system is user friendly, efficient and scalable…

Challenges Cont’d…

* Train support staff on how to use the technology internally.

* Manage all inquiries in a scalable, efficient way to ensure timely responses.

* Disseminate details and instructions of the new service to all sales associates, nationwide.

* Ensure intuitive, user-friendly experiences for both sales associates and support teams.

Real-time information exchanges via text messaging.

Mosio leveraged its expertise in real-time two-way texting by deploying FieldForce, its web-based mobile TextChat text messaging platform enabling support staff to receive and respond to sales associate’s questions, comments and updates, assisting in field operations.

© 2010 Mosio, Inc

Solution

To: 66746

Message:Johnson project isrunning a little late,please contact nextcustomer and alertthem of time change. Thank you!

FieldForce Mobile enables efficient business communications…

Sales associates send text message inquiries from their mobile phones and support staff answer online via computers with internet access.

FieldForce Mobile is "always on" by utilizing live responses during regular work hours and automated responses after hours, keeping the service connected to sales associates 24x7x365.


Solution

Working together Mosio and US Remodelers met the following goals:

* Make the mobile service available to everyone with a cell phone by utilizing text messaging.

* Save time and money on telephone conversations, hold times and call backs for questions or updates.

* Utilization of an intuitive interface for instant adoption by support staff with little or no training.


Results

Higher levels of service and collaboration utilities for support teams…

* Deliver a higher level of personal service to customers through a more efficient field workforce communication system.

* Provide collaboration utilities to accommodate multiple support team members answering questions simultaneously, avoiding duplicated responses.

* Enable back-of-house access so administrators could monitor "live help" conversations.© 2010 Mosio, Inc Interactive. Mobile. Engagement.

Results Cont’d…

Engaging, cost-effective and informative mobile communications.

The resulting mobile field support service delivers an engaging and informative experience, turning every cell phone into a sales associate resource.

Text messaging is the ideal medium to reach the largest number of sales associate, as it does not require them to own web-enabled “smart phones” or to download mobile applications.


Results Cont’d…

Increased field associate satisfaction via personalized communication.

The US Remodelers mobile messaging program is a huge success and has increased sales associate satisfaction through personalized "quick information anywhere" communications.

The higher level of support assistance benefits US Remodelers without having to employ extra

personnel to answer and make phone calls.


Results Cont’d…

Best Practices

During a regular system outage, Mosio’s FieldForce remained open, enabling sales associate to continue communications uninterrupted and go on, business as usual.


More Info

© 2010 Mosio, Inc

Testimonial

Interactive. Mobile. Engagement.

“Mosio’s FieldForce has been great for us. It enables us to maintain regular contact with our sales associates without spending a lot of time tied up talking on the phone or returning calls.

We get a lot of positive feedback from our team and our support staff is able to use the technology with no formal training."

Tim Gross - US Remodelers

Contact us for a free consultation and bid:Web: www.mosio.comEmail: [email protected]: 877.572.9953

Try a Demo: Text FFM to 66746

© 2010 Mosio, Inc

Contact

Interactive. Mobile. Engagement.

Increase productivity and revenue. Improve visibility and documentation. Implement quickly with little training.

http://www.mosio.com/

mailto:[email protected]