Call Management is key to Field Workflow Management

Hobbiate Field Workflow Manager has recently added a feature that allows you to schedule a call with the customer that would also be recorded for quality reasons. At the scheduled time the field staff receives a call and is automatically connected to the client.

Field staff can also make an ad-hoc call to the client through the system.

In both cases the calls are also recorded.

During the POCs in the last few months, we now know that the field staff members who preferred to take call from top 2 preferred locations are 30% more likely to convert a task to "completed" status compared to closing it with "customer not interested" status.

Further, there is a direct correlation between the number of calls made to a client and the final outcome of a task- although this varies between various industries like Pharma, BFSI, Oil & Gas and other industries. The correlation is so strong that it can be used as a key indicator to the overall business health in the coming months.

Historically, our customers grappled with the problem that, although the field management part of the field staff was already under their control, and they could ensure 100% reliability of services in the field, some field staff had unreasonably higher outcome of "customer not interested". The moment this feature was introduced in their organisation,  90% of such exceptional cases vanished within 2 weeks of introduction. Here are the reasons:

• Misuse of system
• Training issues
• Poor environment chosen for the calls

With work from home becoming a necessity, many field staff members are now working from home. Hobbiate's Call Management Feature is coming to rescue here again, although field tracking has been abandoned, Hobbiate's workflow capabilities like task assignment, call scheduling, survey are becoming more and more important.

Which types of activities are becoming more and more important? Call for receivables!