Field force automation (FFA) is the capture of field sales or service information in real time using
communications technology, typically handheld
PDA
PDA may refer to:
Science and technology
* Patron-driven acquisition, a mechanism for libraries to purchase books
*Personal digital assistant, a mobile device
* Photodiode array, a type of detector
* Polydiacetylenes, a family of conducting poly ...
s,
wireless device
Wireless communication (or just wireless, when the context allows) is the transfer of information between two or more points without the use of an electrical conductor, optical fiber or other continuous guided medium for the transfer. The most ...
s,
tablet PCs or
mobile phones
A mobile phone, cellular phone, cell phone, cellphone, handphone, hand phone or pocket phone, sometimes shortened to simply mobile, cell, or just phone, is a portable telephone that can make and receive calls over a radio frequency link whil ...
. The captured data is transferred immediately to back-end systems (
ERP,
CRM or accounting systems) through wireless connectivity (Wi-Fi, 3G, satellite or GPRS). This instant capture of information reduces time delays, avoids manual double entry data errors and enhances field force productivity.
From an operations perspective, availability of field information in near real time allows a business to plan delivery schedules, reduce
inventory
Inventory (American English) or stock (British English) refers to the goods and materials that a business holds for the ultimate goal of resale, production or utilisation.
Inventory management is a discipline primarily about specifying the shap ...
and monitor and control the field workers. Field force automation is seen as beneficial to businesses in regard of customer relations, maintaining skills among the field workforce, and limiting the size of this workforce.
Magic Quadrant for Field Service Management
Published 17-Oct-2012
The biggest challenge in field force automation
Automation describes a wide range of technologies that reduce human intervention in processes, namely by predetermining decision criteria, subprocess relationships, and related actions, as well as embodying those predeterminations in machines ...
is in developing a simple, but usable, user interface for the hand held device or mobile, and connectivity at the location of information capture
Information capture is the process of collecting paper documents, forms and e-documents, transforming them into accurate, retrievable, digital information, and delivering the information into business applications and databases for immediate act ...
. Connectivity can be overcome by having a system which can retain the information captured in the device cache and later synchronize with back-end systems ("thick client").
See also
* Field service management
* Mobile enterprise application framework
* Customer relationship management
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
CRM systems compile data from a ra ...
References
{{Reflist
Information systems
Customer relationship management software