Gamification in Field Service

Situation

A medium-sized company carries out installation, maintenance and fault-clearing work for large telecommunications companies. 200 technicians are out in the field every day for this purpose. A software solution was to support the technicians' on-site work while at the same time giving them transparent and secure access to the company's own bonus model. Since all field staff already have smartphones, the new system was to be usable on these devices.

Approach

A central web-based solution in the company's intranet that also provides a securely accessible interface for connecting the smartphones. In addition, a dedicated app was to be delivered that enables secure access to the data and processes of the interface.

Implementation

TEQneers developed both the smartphone app and the web portal with its interface to support the technicians. The native Android app connects to the web portal and, in addition to the support functions for the technicians, also provides access to each employee's personal bonus data.

Connections between the web portal and various internal data sources enable the bonus model for the employees to be calculated in real time. An administration interface with a multi-level permission concept — along with the ability to archive the application's data in an audit-proof manner — makes the customer's business processes fully configurable.

The Result

With the developed software solution, the customer now has a modern and extensible platform to support its field staff. As a result, recurring errors made by technicians in the field are reduced. The technicians' increased efficiency boosts profitability.

Access to the company's own bonus system promotes employee motivation in a playful way (gamification) and has also reduced the error rate.