Did you miss the Task4Work presentation? With all those who wanted to come and couldn’t in mind, we have prepared a review of the most important aspects of an event including, if we had to highlight something in addition to the Mobile Workforce Management solution and the contribution of Vodafone, the many questions from the audience.
The Task4Work presentation took place last Thursday 19 May at the Google offices in Madrid, in Torre Picasso. The event, which began around 10 o’clock in the morning, was attended by more than a score of people who were able to learn about the operation of the mobile workforce management solution designed by the Intelligence Partner team.
Task4Work: “A watershed moment regarding Vodafone operations”
After a brief presentation of Task4Work by Ignacio Baño, it was the turn for Vodafone’s contribution, a key experience for the first steps of this tool.
Cristina Baticón is Head of Vodafone Spain’s Maintenance Department, whose team uses Task4Work on a daily basis. Her team covers first line maintenance and the dispatchers; it is responsible for the work of nearly 200 technical experts throughout Spain who perform corrective and preventative maintenance on the Vodafone network. To this we must add subcontracted experts, whose information is also hosted on Task4Work. This large mobile workforce performs approximately 2500 to 3000 jobs each day attending to customer incidents and other tasks.
How can you handle such a volume of tasks and personnel with a view to optimizing results?
When Vodafone decided to use the original Task4Work tool four years ago, it had four goals, which it has achieved:
- Optimize task planning and make a more efficient use of resources.
- The technicians were to be very clear about what their tasks were and they had to be less dependent on the central office.
- Supervisors in each region were to be able to see on their screens, at a glance, where each one of their technicians was working.
- The possibility of preparing reports to understand what was happening, from measuring the time taken to perform all the tasks to reporting on incident resolution.
Prior to this deployment, Vodafone had 35 dispatchers throughout Spain. Now, that work volume is handled by 10. According to the experience of their supervisors, Cristina Baticón and Javier Quiles, “it was a watershed moment regarding our operations” and “it has allowed our dispatchers and technicians to work in a more flexible manner”. In terms of the deployment process, Javier Quiles said: “I must thank the entire team at Intelligence Partner for making everything so easy during the implementation process”.
But, how does Task4Work work?
After Vodafone’s presentation, which covered a wide range of issues, the Task4Work demo began, introduced by Francisco González, which presented the web version of the app and the mobile version, which can be downloaded to any tablet or smartphone running standard operating systems.
A tour of its menu and functionalities made it possible to show its flexibility when configuring the tool based on the user profile: dispatcher, coordinator, administrator, technician… even the possibility of configuring everything based on your organizational structure (by departments, geographically, by service, by product…) in many fields: alarms, task duration, languages, links, lists of values, notifications, profiles, task tabs and technicians, etc.
If we place ourselves in the role of a dispatcher, for example, we will see the list of tasks, technicians, tasks… all linked to a colour code based on their status.
All the tasks in the system are also controlled from a Google Map.
We were able to see, among other things, how it is possible to see the route that each technician has to follow to do a task, displaying the most optimal route and taking into account traffic and the order in which tasks have been assigned. Equally, and for certain users, it is possible to obtain an overview of all the tasks being performed at a given moment, who is doing them and their status. All this is available in real time and in the easiest and most efficient way for users, regardless of their role.
Regarding the central offices and call centres that receive the calls notifying incidents, it is as simple as assigning the tasks (previously defined) to the available workers. All the tasks that come into the system from various sources will be assigned to each of the organizational units in order to automate the work and improve productivity.
In Task4Work everything is logged in order to be able to produce reports that allow us to draw conclusions, plan ahead and improve processes. We can know how long it takes on average to perform a specific task, the number of incidents resolved in a specific time or place and the reasons leading to most incidents.
We were able to see all this and more, in detail and on the screen, on the 19th, an event that ended with a farewell cocktail party. Were you unable to attend? Do you run a company with a mobile workforce and you would like to be the next Task4Work success story? Please contact us or request a free trial to learn about this solution and how to improve the experience of your customers while increasing productivity.