Get Started with Mobile BPM Part 2: Field Service Management Mobile Applications Use Case

The last post on “Get Started with Mobile BPM” covered how to identify new projects for mobile applications development. Stakeholders can assess project complexity and prioritize projects that would bring high value to the organization by listing and weighing: key user groups, core processes, quantitative metrics, and key performance indicators.

This and the following posts in the series will highlight a few mobile use cases across industries. We will surface key challenges in traditional processes and work methodologies. Than share opportunities to transform work and the business. Lastly, highlight benefits to the organization with Appian’s worksocial approach through a customer case study.

The need for field service and repair, facility management, audit, and quality control is common across many industries. These service requirements span across manufacturing, utilities and energy, telecommunications, retail, hospitality, pharma and medical device companies. Office managers often lack insights to allocate field resources and meet workload demands effectively. Ad-hoc manual assignments lead to inconsistent coordination and prioritization of critical work. There’s also insufficient collaboration and real-time communication between field specialists and office managers.

Taking a systematic, modern approach to manage customer requests, work orders, project assignments and completion through technology will yield better visibility and higher productivity. Appian’s worksocial solution, for example, can intelligently route work assignment and automatically prioritize requests based on severity, service level agreement (SLA), and other factors. This also allows managers to access real-time analytics on current tasks, job orders, owners, and next steps

A leading global green energy company with over $800 millions in revenue, EDP Renewable, uses Appian to manage field services with a Mobile Turbine Issue Management System. The system combines native mobility and social business collaboration with dynamic case management, comprehensive process, rules, events, and analytics capabilities for fast, intelligent resolution of turbine issues. In just nine months, employees accessed files in the Appian system more than 3,000 times, while the company netted a return-on-investments (ROI) of $100 millions.

Learn why Gartner named Appian a leader in the Magic Quadrant for Intelligent Business Process Management Suites in 2012. Find out how Appian BPM software “takes full advantage of the combination of social, mobile and cloud, and leads in the number of implementations with this nexus of functionality.” Contact us to see how Appian can help transform the way you work and accelerate enterprise performance with worksocial.

Cindy Cheng

Director of Product Marketing