Field Workforce Solutions – An Overview

There are many macroeconomic trends that compel industries that historically waited for the customer to come to their location, to instead, invert the business model and have the service come to the customer. Retail has largely ceded to e-commerce. In other industries, the shift has started but not matured yet. Part of the reason why is because the solutions used to manage a mobile workforce, identify the closest resource who can satisfy a demand, etc., are not easy to purchase or are prohibitively expensive to build. AlertMD has created a field workforce solution that is industry-agnostic, inexpensive and enables a business to rapidly adapt to new realities.

There are 3 parts to the process:

1. Connecting with the customer

Margie®, our chatbot, resides on your website, on Facebook, Twitter, Alexa, etc., and enables the customer to request your services at their home. Here is a preview of the customer workflow

Margie®, on the web

Margie®, on transit

Margie®, on print ads

Margie®, on social media

2. Geo-located Resource Outreach and Selection

As your resources sign up to receive notifications of customer demand where they are, the rest of the workflow kicks in. Using a geocoded coverage map of resource locations and your brick and mortar addresses, we get to work. Acting like popular ride-sharing apps, the system detects your closest facilities and your closest employees/resources to find good candidates to assist the customer. The customer demand is communicated to all qualifying resources in exponential outward circles until it is accepted or abandoned.

Your Geo-coded Locations

Demand Accepted (turns green)

Your team in range gets the message

Your team member sees details

3. Closing the Loop with Brick-and-Mortar

When a resource accepts the customer request, a designated brick-and-mortar location near the customer can get a notification. This may be useful to validate payments, registration, etc. Automated workflows ensure that communication fluidly moves back and forth.

Brick-and-mortar gets notification

Brick-and-mortar monitors and completes

4. The moral of the story

If you have not already evolved into a field workforce with brick-and-mortar support, you will soon (or you will watch your competition do it to your peril).

“Drone delivery operator” is probably a real job title for a high school kid working a Summer job at a pizza shop in the next few years. The future is coming at you at full speed.

Are you ready to adapt and thrive?

For more information, contact [email protected] for a 20-minute webinar to learn more.