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Mosio's FieldForce: Two-Way Business Text Messaging Software for Field Reps | Field Service Agents | Mobile Staff | Contractors | Maintenance | Franchises - US Remodelers Case Study

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Case Study for Mosio and US Remodelers. …

Case Study for Mosio and US Remodelers.

Mosio leveraged its expertise in real-time mobile information exchange by deploying its web-based mobile TextChat™ text messaging platform to enable support staff to receive and respond to sales associate’s questions, comments and updates, assisting in field operations.

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

Published in: Business, Technology

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  • 1. Case Study: US Remodelers Two Way Business Text Messaging for Field Reps
  • 2. 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 .
  • 3. FieldForce is perfect for companies with: Mobile Staff Delivery Drivers Field Representatives Corporate Call Centers Worker Dispatch Sales Representatives Field Technicians Contractors Franchisees Field Service Agents
  • 4. 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.
  • 5. US Remodelers is one of America’s leading home improvement companies and has operations in over 40 major metropolitan areas across the United States. US Remodelers - Home Improvements © 2010 Mosio, Inc Interactive . Mobile . Engagement . Description
  • 6. © 2010 Mosio, Inc Interactive . Mobile . Engagement . 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.
  • 7. © 2010 Mosio, Inc Interactive . Mobile . Engagement . 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.
  • 8. © 2010 Mosio, Inc Interactive . Mobile . Engagement . 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.
  • 9. 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 is running a little late, please contact next customer and alert them of time change. Thank you!
  • 10. 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. © 2010 Mosio, Inc Interactive . Mobile . Engagement . Solution
  • 11. * 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. Working together Mosio and US Remodelers met the following goals: © 2010 Mosio, Inc Interactive . Mobile . Engagement . Results
  • 12. * 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. Higher levels of service and collaboration utilities for support teams… © 2010 Mosio, Inc Interactive . Mobile . Engagement . Results Cont’d…
  • 13. 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. Engaging, cost-effective and informative mobile communications. © 2010 Mosio, Inc Interactive . Mobile . Engagement . Results Cont’d…
  • 14. 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. Increased field associate satisfaction via personalized communication. © 2010 Mosio, Inc Interactive . Mobile . Engagement . Results Cont’d…
  • 15. During a regular system outage, Mosio’s FieldForce remained open, enabling sales associate to continue communications uninterrupted and go on, business as usual. Best Practices © 2010 Mosio, Inc Interactive . Mobile . Engagement . More Info
  • 16. © 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
  • 17. Contact us for a free consultation and bid: Web: www.mosio.com E mail : [email_address] P hone : 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.

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