Whale Cloud | Field Service Edge

Overview

Field Service Edge (FSE) is a new solution for field service engineers, which builds effective connection bridges among CSPs, field engineers and customers.

FSE provides a mobile app based on the DingTalk Pro to help engineers handle field tasks efficiently. With the efficient communication and collaboration capabilities of DingTalk, a war room will be created for coordinating the backoffice engineers and field engineers to locate problems quickly.

Meanwhile, with FSE, CSPs can interact with their end-users closely and provide services in need to the end-users instantly. The digital and online platform creates seamless connections among business partners, customers and CSPs.

Benefits

Improved field service efficiency

FSE upskills the field engineers from traditional installation and maintenance workflows while unleashing their potential for marketing. The digital terminal enables them to meet customer needs with customized solutions.

Increase 7.5% broadband market share

Mutual collaboration and communication

FSE progressively addresses technical issues by integrating a knowledge-based auto-reply system and one-touch expert consultancy. FSE’s multi-communication platform ensures troubleshooting on-the-spot, with no need for a second visit.

96% improvement in one-time maintenance rate

A mobile marketing channel

FSE acts as a new marketing channel for end users, in which new products or promotions can be shared with the end users first-hand. Field engineers can also help to identify customer needs and propose feasible plans.

Average installation and maintenance time reduced from 1.5h to less than 30min

Future-proof with FSE+

FSE+, a future-proof feature that makes it possible for more applications to be integrated and customized into the FSE platform to prepare for future business needs and goals.

Improved field service efficiency

Increase 7.5% broadband market share

Mutual collaboration and communication

96% improvement in one-time maintenance rate

A mobile marketing channel

Average installation and maintenance time reduced from 1.5h to less than 30min

Future-proof with FSE+

FSE+, a future-proof feature that makes it possible for more applications to be integrated and customized into the FSE platform to prepare for future business needs and goals.

Features

One-stop service

FSE provides an all-in-one digital terminal that supports maintenance, installation and marketing functionality. We see one-stop service as a catalyst to release the full potential of the field engineers. In addition, FSE allows operation outsourcing to service agents and provides the calculation for the necessary commissions, together with training and KPI monitoring.

One-touch support

The abilities of the field engineers will be enhanced as technical supports like knowledge-based auto-reply systems and direct contacts with specialists are just one touch away. Collaboration tools (including instant communication and sharing tools, hotline groups (broadcast and top-down communication) and the knowledge base, situation room enable efficient collaborative work.

Mobile first strategy

FSE‘s message notification and scheduling allow field engineers to dynamically get the recent task schedule, while enhancing engineers efficiency with the help of navigable task list operations and other functions (including resource scanning, data updates, etc.) on the mobile app. FSE also provides mobile scheduling management, personnel monitoring and other functions for managers.

The situation room

FSE improves collaboration among field engineers, quickly and conveniently solves field problems through real-time image and voice communication. If you encounter an incident, you can quickly build a situation room with multiple departments. The situation room offers a unified window for each incident with focused functions for engagement and communications as well as a guided knowledge bot to work out actionable insights with simple clicks.

Multiple interactive platform

Supporting one-to-one, one-to-many and many-to-many interaction forms, FSE features a multiple interactive platform that bridges the communication gaps both internally within the business and externally with their customers.

FSE+

FSE+ features the value-added services that derive from the FSE platform, such as partner online, business ecosystem, operation flow management and so on.

Intelligent scheduling engine

FSE provides a scheduling engine supporting automated scheduling based on the skills and flexibility of field engineers and other scheduling rules and priorities, as well as intelligent scheduling that allows dynamic respond to anomaly and impromptu events. FSE can also be leveraged to support the management of operator employees and third-party employees, and provide graphical monitoring views to realize real-time monitoring of tasks.

One-stop service

One-touch support

Mobile first strategy

The situation room

Multiple interactive platform

FSE+

FSE+ features the value-added services that derive from the FSE platform, such as partner online, business ecosystem, operation flow management and so on.

Intelligent scheduling engine

Scenarios

A new type of end-of-life service support platform for after-sales maintenance in the electrical industry

An intelligent workforce management system takes customer needs, staff skills, spare parts availability into consideration to ensure business performance and enable cost-effective services.
FSE is a perfect scheduling platform for after-sale service improvement in the electrical industry to help maintenance team carry out maintenance tasks efficiently, even out the equipment installation & maintenance work with optimized scheduling.

A new Internet-based service system for field engineers

Introducing DingTalk as an instant communication tool, FSE acts as a new Internet-based service system for field service engineers, to effectively establish a connection among customers, FEs, CSPs and partners.
FSE builds a comprehensive platform covering on-site business knowledge base, map positioning and path planning, data verification, and provides mobile tools such as new employee skill training, operation guidance, instant communication, and video guidance to empower field service engineers to improve service quality.
At the same time, it also provides end customers with functions such as fault self-treatment and quality evaluation of installation and maintenance.

A new type of end-of-life service support platform for after-sales maintenance in the electrical industry

A new Internet-based service system for field engineers

A new type of end-of-life service support platform for after-sales maintenance in the electrical industry

Scenarios

A new Internet-based service system for field engineers

A new type of end-of-life service support platform for after-sales maintenance in the electrical industry

Case & Story

Digitalization of Field Service Operations with Whale Cloud FSE

A leading Asian CSP selected Whale Cloud as the partner to support its field service digitalization after rigorous evaluation, to facilitate its end-to-end field task efficiency and task MTTR.