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Lead Manager is a business application that automates the working of the field team of a group. This application resides on the mobile phone of the field sales executive and gives daily leads and helps him to update the details of the leads over the phone itself.
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Lead Manager
Mobile Application
Business Services
Need for mobile applications
Easy information
Access
Smoother
information flow
Responsiveness
PEOPLE more PRODUCTIVE
PROCESSES more
INTELLIGENT
CUSTOMERS more
SATISFIED
Business Services
The mobile phone can do a lot more!
Mobile Apps for closing
service calls
Apps for sales processes
like order booking & lead
updation
Apps for Courier and
delivery workforce
Apps for surveyors to
conducting Market
research
Apps for accessing
Reports & MIS Apps
Apps for field force
responsible for collecting
money
Apps where mobile phone
can help you in Retail
Audits
Apps which can convert a
mobile phone into a POS
device
Business Services
Vertical Applications
Direct Sales
Data collection Post sales/ Servicing Sales
Indirect Sales
Lead management
Service Ticket Management
Trouble ticketing
Customer verification
Market Research
KYC process
Retail audit
Other data collection Merchandising Collections
Multi OS
Mobile
payments OCR Location Speech
to text
Framework based approach to application development
Device
Management
Business Services
Components of any mobile application solution
Connectivity Application
SIM Card
• Multiple components and multiple entities to deal with – no one stop shop
solution
• Multiple Mobile Platforms and the costs associated with development
across Platforms
• Application development costs and the ongoing updates and modifications
• Device and Application management
Challenges
in current
Mobile
Applications
Deployment
s
Device User interface /
portal
Business Services
Challenges faced in managing leads
• Real time tracking of the workforce • Did the executive go where he was supposed to go ?
• Did he make the number of calls he was supposed to make ?
• Providing leads to the workforce and tracking them
• Updates from the mobile workforce on the status of the lead
• Dependence on the workforce to visit the Branch – provide updates, complete reports, etc
• No option to capture voice of customer
• Feedback of field executive is taken as the final one and cannot be verified
• Real time updation of documents collected
Business Services
Introducing TTL Lead Manager
• Android based mobile application for Servicing
workforce
• Device + connectivity + mobile application +
user interface
• Lead assignment and scheduling
• Automated location based dispatch
• Lead status updates
• Upload pictures, audio and video
• Lead closure
• Integration with ERP and CRM
What are we offering ?
Highlights of the application ?
Lead Manager
Business Services
Network – GSM/ CDMA User interface
TTL Lead Manager – the components
Front end application
• Provisioning the
application on the
connected devices
• Voice & data plan
• SMS alerts
• Location based
information – Cell
tower tracking
Business Services
The Tata Docomo advantage
• All applications integrated with
location information (GMLC)
• Framework based approach to
application customization across
multiple platforms
• Integration with new technologies
• Speech to text
• OCR
• IVR
• End to end solution
• Device [smartphone, scanners,
card swipe, etc]
• Connectivity
• Application
• Device Management
Options
Location integration
Framework based
approach
Speech to text
capability
OCR capability
Multiple OS platforms
Devices Management
Business Services
The mobile apps architecture
Tata Docomo Application
Platform
TELCO Infrastructure Application Platform
Secure Portal
Mobile Workforce
Lead Allocation
Alert Notifications
Device Management
Location Tracking
Data Analytics
Application
Management
Secure Access Tata Docomo Network
Sales
Servicing
Data Collection
• Tata Docomo’s Hosted Platform
• Customer’s own Data Center
• Speech to text
• OCR capability
• Location integration [GMLC]
Business Services
An indicative workflow
Visit customer
location
Customer details
Necessary
document
collected
Update lead
status
Click images if
required
Sales leads for
the day Track workforce
Receive lead
updates
Allocate new
leads
The start Mobile workforce Manager View
Customer
feedback
Business Services
The device end
Data input –
Report Free flow text
Upload
images, video
& audio
Work list Lead details Secure Login
• Availability on IOS and Blackberry in FY 2014
• Customization of the Application possible
Business Services
The login & work list
• The sales executive enters his login id and password to log on to the application
• The home screen of the app gives the number of leads assigned to an executive
• The executive gets his daily call details on the mobile by clicking on a refresh button
On the mobile / tablet
1 2
Business Services
Customer information
• On clicking any case assigned the first screen that pops is the customer details screen
• This screen gives the details like customer name, contact details, product requirement etc.
• This also mentions when the lead was assigned in the system
On the mobile / tablet
Business Services
Real time status updates
• The next screen is of the report which gives the details of product purchased
• The screen also has the option to capture document collected
• Also helps to capture any comment for the case
On the mobile / tablet
Business Services
Customer feedback
• This screen allows you to capture the customer signatures
• The signature can be done using a finger or any stylus as well
• Once the signature is done you get an option to save the image from the buttons given below
On the mobile / tablet
Business Services
Pictures, audio & video
• This screen allows you to capture the image of the documents collected
• Once you click the image you can also highlight anything on the image captured
• There is an option to annotate and type the text on the image itself
• The same can be then saved and attached to the lead details
On the mobile / tablet
Business Services
User interface / Dashboard
Features
• User friendly web interface
• Secure login – User Name
& Password access
• Multi browser support
• Mobile interface
• Integrated with GMLC /
Cell tower tracking
• Tracks workforce
• Real Time allocation &
updation of leads
• Image capturing with
annotation on the image
• Audio & Video recording
feature available
User Interface
Alerts for
Allocations
• SMS
Integration with
Client Systems
• ERP
• CRM
Admin
functionality
• Customer user
profile definition
• Profile management
Business Services
The web interface
Dashboard view Real time allocation
Real time tracking Location history
Lead Manager Lead Manager
Lead Manager Lead Manager
Business Services
Value proposition
Cloud Services End to end
ownership
• Integrated solution
• Single point of
contact – sales to
service delivery
• Device +
connectivity +
Application + back
end integration
• Device vendor
agnostic solution
Servicing
capability
• Ability to diagnose
the problem –
device, application
or connectivity
• Platform based
approach
Technology
• Applications and
solutions available
as a Cloud offering
• Minimal CAPEX
requirements
One
stop
shop
• Ability to integrate
telecom
technologies with
applications –
Location
information, SMS,
USSD, Device
Management,
Speech to text,
OCR
Business Services
• A field Executive is assigned leads for a particular region
• The executive is supposed to manage leads and update details on a sheet of paper
• During every visit he has to make numerous call to collect documents for the lead
• Small niggles like customer not available etc make the process very cumbersome
• The sales executive cannot be tracked and the manager has to rely on sales
executive’s words about his location
PROBLEM
Lead Manager application enables :
• Assignment of leads over mobile phone
• Updation of leads over the mobile phone
• Lead updates along with pictures of cheque/DD can be done
• Real Time tracking of sales executives by the Manager
• Actual vs. target achievement update
Tata
Docomo’s
SOLUTION
BENEFITS
Use Case: Credit Card Lead Closure
• Increase operational efficiency - timely closure of leads
• Sales Manager can keep a track of their leads with the status
• Know where the team is
• Cost savings – better productivity / efficiency
Thank You
For sales enquiries, please reach us at
• Email: [email protected]
• Toll Free: 1800 266 1800
