Virtusa’s Smart Field Force Management platform
Offers an AI-driven test and diagnostics platform supported by a smart unified mobile app to facilitate real-time diagnostics, optimize workforce efficiency, and deliver enhanced field experience.
The solution uses smart tools for fault identification and resolution, enabling field engineers to confidently resolve customer complaints while freeing up time to focus on customer engagement. The solution improves engineer efficiency from monitoring to diagnostics and delivers right-first-time resolution.
The solution seamlessly integrates with Customer Relationship Management, Network Management System and test and diagnostics tools to provide:
- Customer insights and product recommendation
- Historical analysis of network behavior and service SLAs
- AR guided resolution
- Real-time test and diagnostics with detailed root cause analysis
- Real-time dashboard on service availability
Key features
The AR-driven mobile app solution replaces multiple hand-held devices and improves field engineer efficiency by enabling field engineers to perform real-time remote tests and diagnostics, identify main fault locations, historical analysis of network behavior, and more.
The solution has a rich set of tools and capabilities:
- AI-powered engineer scheduling and appointments
- AR-enabled mobile app for inventory identification and task resolution
- Text summarization and analytics for prepping the engineer for the task
- NLP to capture engineering notes
- Knowledge base powered guided resolution
Key benefits
Enabling field engineers to deliver a great service experience and reduce costly repeat truck rolls
Higher accuracy through guided resolutions
Improvement in field service efficacies
Reduced truck rolls and average handling time
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