Mobile devices enable back offices to collaborate with colleagues and customers on the move to deliver a better customer experience
A new mobile application providing real time alerts and management information to operational managers on the move, as well as managing the activities of mobile workers, has been launched by eg solutions, the pioneer of the back office workforce optimisation software market.
The eg operational intelligence® software suite is already recognised by financial services industry analysts as the leading back office workforce optimisation product. eg mobile™ takes this further, reinforcing the Company’s market leading position to address the growing challenge of managing the extended enterprise within the financial services industry.
According to a survey of 1,217 organisations by Strategy Analytics, mobile workers now comprise nearly one-third of the total workforce in the United States, the United Kingdom, France and Germany.
eg’s CEO, Elizabeth Gooch, commented: “We have launched our new mobile product to extend the use of our market leading workforce optimisation product suite, eg operational intelligence®, to operational managers on the move and mobile workers. We can now enable the whole workforce to collaborate to achieve faster and more accurate customer service as well as extend the efficiency gains of the back office to workers on the move.
“Investment in mobile solutions is increasingly being made to provide consistent performance management capabilities across all teams in every target industry. Our eg mobile™ product provides companies with the capability to fully manage work on the move, rather than focusing solely on performance management and the scheduling of staff time,” she added.
Key functionality of eg mobile™ includes:
- Alerts and notifications for Operations Managers, to alert them to potential issues with important operational drivers
- Dashboards to provide a view of the performance of any worker, working from anywhere
- Allocation of work to mobile workers wherever they are in the world
- Location Services to identify or record the location of workers based on their activity
- Scheduling of routine activities or appointments for individuals or third parties
“As a result of Digital Transformation projects, back office work is no longer solely performed within a traditional brick and mortar environment. Even customers themselves are undertaking their own back office work through self-service applications as organisations strive to dramatically improve their service experience,” continued Elizabeth.
“Enterprises are being transformed as a result of these changing customer interactions and a new wave of technologies, such as smart devices, are being deployed to bring service closer to the customer. As workers become more mobile, organisations need a solution to allocate work as well as manage the performance of their workforce wherever they are, and Operations Managers need to manage their teams whilst on the road. We have developed eg mobile™ in response to the changing working practices enabled by mobile technology.”