The agency desired to get more transparency of the way field agents spent their time and communicated with clients, such as session length, frequency of visits, and service demand.
With the help of Folio3, SightLine now delivers measurable benefits to agencies through an intuitive, easy-to-adopt application. Accurate data capture provides clearer reporting, enabling management to make timely, informed decisions and focus on what matters most.
Field services intelligence platform, SightLine, partnered with Folio3 to develop and roll out a subscription-based platform that converts field operations into actionable insights on a daily basis. Among its largest deployments was with an agency serving a government organization dedicated to child care, child welfare, and youth support. The agency also had a hard time seeing how field agents spent their time and was using manual processes to track client interactions, which were inefficient and did not provide any actionable data. Folio3 provided an AI-based solution that simplified field operations, provided real-time analytics using the data that had not been captured before, and gave management the power to make decisions based on data.
Information Technology (IT) and Industrial IoT (IIoT) industry
Transforms vast amounts of IT and Industrial IoT data through AI-powered monitoring, analytics and anomaly detection.
USA
The agency had no visibility as to the amount of time the agents spent on direct client work, indirect support, or non-client work.
They were not able to monitor the session duration, repeat sessions or most commonly used services.
All tracking was done through paper-based methods, leading to inefficiency and errors.
Lack of access to reliable real-time data could not help the management make informed decisions.
We managed to deploy Dynamics 365 Field Service to the Sightline, providing end users with a tailor-made mobile app that will not only offer offline support but also multilingual options to manage their everyday operations. The mobile application was connected to Google Firebase, and the communication between Firebase and D365 was intermediated by Burq iPaaS, where our team created services to enable required business operations.
The Folio3 team performed the whole technical implementation. Like any solution, any decisions associated with licensing were presented and agreed upon with the client.
The 3 Main Services We Provided
Real time monitoring of the agent activities and their interaction with clients facilitated the agency to substitute manual paper-based operations with precise and data-driven conclusions.
Automation reduced administrative effort, freeing up agents to focus on client-facing activities and improving overall service delivery.
The solution is developed to scale and meet future expansion needs with changing business requirements by using Dynamics 365 Field Service integration with Firebase.
Management was able to gain access to dependable reporting and analytics to make timely decisions and focus on high-value services.
Folio3 Dynamics is specialized division of Folio3 that specializes in broad spectrum services around Microsoft Dynamics ERP stack.
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