Mobile CRM Audit Increases Field Staff Productivity

Building surveyors, QA officers, insurance claim verifiers, facilities assessors, property inspectors, OHS compliance inspectors and tradies form a sizeable portion of the Australian workforce. Always out of the office at a client site or building; these field workers have a stressful job indeed.

Field technicians need to carefully inspect the property/equipment, capture images (if necessary), calculate costs and record all their findings. Post inspection they need to explain the situation to the site owner and get them to sign confirming their understanding of the outcome. Finally they need to maintain detailed records of all their observations and findings to defend any litigation issues. As a result, employees who are on the road require a software that operates in online and offline modes, works on mobile and tablet devices and can easy provide access to the required data. The ability to view and update their rosters, claim travel conveyance charges and submit timesheets would be an added bonus.

Dynamics 365 for recording inspections

We have already spoken about how field inspectors assessors are reducing their operational costs with  Mobile CRM. Microsoft Dynamics 365 for Field Service with intelligent scheduling, mobile support, and remote asset monitoring helps increase customer satisfaction and get the job done in the first instance. Dynamics 365 also provides organisations the ability to build and configure an inspection/survey template depending on the customer site or project.

With Dynamics 365, an insurance claim inspector for example can quickly view his daily list of inspections; take a look at the location map, call to confirm inspection schedules and go on his way all from within the software. Once at the site all the agent needs to do is pull up the appropriate form/questionnaire according to the site/project, record his findings and submit it and the details will be updated in the CRM while he proceeds to his next appointment. Dynamics 365 is versatile platform with interesting apps that can be accessed from any device at any time. Accessible online and offline, the Dynamics 365 platform offers field staff the ability to update the inspection results and rest assured that the results would be synced and available for other staff members to access.

From building surveyors in Sydney to insurance assessors in regional Victoria; empowering field workers starts with the right tools and processes. To be successful in their role they need tools that enable them to be nimble and add immediate value. For example upon inspecting an equipment when they advise the client about the cost implications; it is likely that the customer has spoken to a customer service agent and may have been promised a credit. The ability for the field technician to resolve the issue then and there they need to have access to the customer’s previous interaction with the company staff. A frictionless transition between various departments and accessibility to real-time information helps create an environment where employees are able to effectively serve customers and contribute to an overall positive experience.

While it is important to provide customers with a positive experience; company stakeholders need to ensure that the field staff are leveraging the CRM technology. Businesses can conduct annual audit of their systems and technologies to determine usage and identify data mishandling.

Why Mobile CRM auditing is necessary

Auditing is an important aspect of an organisation’s quality management and compliance process. Also auditing is useful in instances when we need to trail back to the staff member who performed the particular action that resulted in the setback. Auditing allows organisations to

  • Track and analyse the activity history of a particular record
  • Identify and track the modifications made by user on a particular entity/record
  • Gauge the synchronisation changes
  • Recognise the triggers that can boost business operations

Businesses sometimes refrain from conducting audits with the common explanation being they trust their employees. Auditing is not performed when the management’s level of trust decreases. On the other hand auditing enables businesses to better understand the changes that have taken place and the reason behind these changes. Further analysis of the audit report can help boost business operations. Auditing is mainly important in case of field workers.

Mobile CRM Audit

Mobile CRM audit is the process that helps supervisors and managers better understand how their field staff use the mobile CRM system. This helps the managers justify the CRM cost to the company stakeholders whilst ensuring the employees are taking advantage of the new technology. Based on the results, managers can make necessary changes to their processes to increase staff productivity.

Microsoft Dynamics 365 has an auditing features that keeps track of all the changes made on records, entities and application data. The auditing information that is collected can be used for reporting and further analysis. By default the auditing functionality is disabled and administrators will need to enable it if they wish to access audit logs.

We have already spoken about how Dynamics 365 increases the efficiency of field workers. Mobile Audit functionality in Dynamics 365 tracks the GPS location; time spent at the site and all the changes made to the CRM system. Managers can also monitor how many times the mobile app was synced with the corporate CRM system and how efficiently the field workers are performing. They can also ensure that all the necessary information is collected and recorded in the system.

If you are concerned about the mobile auditing functionality slowing down your CRM system or increasing the workload of your managers; then rest assured. A mobile CRM audit does not affect the performance of your CRM system as all audit logs are stored separately. You can also delete old audit logs that are no longer required. Finally the function allows you to pick and choose the users you wish to audit.

Overall a mobile CRM audit helps review and restrict unauthorised access to company information. Additionally the CRM audit:

  • Allows system administrators monitor user activity such as who logs into the system and what type of data was accessed
  • Tracks modifications made on a record
  • Enables businesses to ensure all compliance and regulatory standards are met
  • Helps investigate record deletion or data loss issues.

Auditing provides managers with better understanding of the business; as well as helps minimise the impact of data loss by determining effective policies. While it is not advisable to micromanage your employees; it is important to ensure the company policies are adhered to by each and every employee. Talk to us about executing a mobile CRM audit in your organisation.