Zuper: Redefining Connected Field Workforce Management with AI and Cloud
In the year 2015, Tamil Nadu, India witnessed one of the most destructive floods of its kind; the hard-hit areas and after effects included property destructions and valuable data loss. “During this catastrophe, one thing that caught our attention was many small and medium-sized service businesses lost years of business history and contacts that were maintained in papers,” says Karthik, Director of Zuper. Karthik and his team realized that these businesses were not digitized in terms of managing their portfolio and there germinated the idea of Zuper. The founders stepped into the water to provide service industries and other businesses that thrive on field workforce, a platform to efficiently manage the operations, business processes, and interactions with the field workforces. Currently offering its solutions in India and Singapore, Zuper is an enterprise mobility platform that enables organizations to manage, modernize, and transform field and remote workforce.
Going by Karthik’s words, with the uberization of businesses, providing the best experience to the customers have become crucial than ever. However, in case of field workforce, organizations are still struggling to provide the best customers experience and to keep up with the customer demand. This is because there are multiple challenges that the organizations are facing while dealing with field workforce. Firms don’t have the visibility on the field workforce utilization resulting in low first-time fix rate and frequent repeat visits. There are no KPIs, analytics and performance metrics to run operations effectively. Organizations use multiple disparate tools to run service businesses which results in loss of critical information and audit trails. And finally, there is no collaboration between field workforce and with backoffice resulting in low quality jobs, and missed SLAs.
With all these challenges and issues, there is lack of clarity and disconnect at all levels of the organization dealing with field workforces resulting in poor customer experience and frustrated customers. Today, customers expect up-to-the-minute information about events, wants to be notified when the technician is on the way, what time the technician will arrive and how long it will take to complete the job. And, most importantly the confidence that the job will get done right on the first job.
Our goal is to coin Zuper as a verb in the field workforce management industry and enable organizations “Zuperise” the field workforce and ensure the right person is at the right place with the right knowledge and the right tool at the right time, every time
“As per industry experts, it is huge 30 billion dollar market opportunity with no clear leaders,” adds Karthik. Growing close to be a leader, Zuper brings an end-to-end platform that combines the power of AI, Big Data, Cloud, and IoT to manage field and remote workforce efficiently reducing the operating cost, customer churn and improving customer loyalty.
Zuper offers the most comprehensive and modern field service management platform. It is a mobile first, cloud first B2B Software as a Service (SaaS) offering for organizations irrespective of shape, size and number of users.
The platform is modularized and offers plug and play of the modules. Offer rich analytics and reporting enabling organizations to transform data into intelligent decisions and actions. One of the most popular modules is remote timesheet management with facial and voice biometrics. Other than the timesheet scenarios, the biometrics capabilities are deeply embedded with the rest of the workflow allowing organizations to perform real-time identity verification to ensure the right employee is at the right customer location. In a market like India, we got into situations where the user’s productivity was impacted due to flaky network connectivity. To counter this issue, we offer offline mode support for the most critical operations to eliminate the dependency on network connectivity and the users can perform most of the tasks in a full offline environment on a mobile device of their choice.
Zuper also offer integrations with major CRM, ERPs, Payment Solutions, IoT devices, Smart Home Appliances, Cloud Telephony etc. The platform can essentially integrate with any applications, devices and tools to ensure the companies have a full 360-degree view of their field originations and can operate at the highest level of efficiency and productivity. With all these capabilities, Zuper’s goal is to enable organizations to “Zuperise” field workforce and dispatch the right field person to the right place at the right time with the right knowledge and tools. Transform customer experience and business with connected field workforce. Improve SLAs, first-time fix rate and maximize the utilization of the mobile workforce. Organizations using Zuper have increased workforce utilization by over 50 percent, reduced service turnaround time by over 35 percent, increased customer adoption and profitability by over 45 percent, operating more efficiently and reduced costs by over 30 percent.
The future of field workforce management is IoT enabled, connected devices, and smart homes. Realizing this, Zuper’s goal is to offer a truly connected platform that not only connects but also automates all points of interaction across different functions to enable organizations to operate at the highest level of efficiency. “We are actively working on enhancing the platform to enable Augmented Reality and Virtual Reality capabilities to offer an immersive and powerful experience for enterprise customers to ensure they can provide the most powerful tech to their field and remote employees to be the best in their business,” concludes Karthik.