CSR Mobile Applications

CSR Mobile applications allow the field worker to wirelessly retrieve assigned customer service request data in order to begin work on these requests immediately in the field.

Once loaded, data can be used and updated — whether connected or disconnected — from the wireless network. This is an important feature for workers in environments with poor-to-no wireless coverage. Once  a user logs into his or her mobile device to begin the workday, it launches a synchronization process (referred to as a "sync") between the mobile device and the CSR system. A successful sync results in the user’s Activity Inbox being populated with the tasks currently assigned to them.

In addition, the user will also have access to all other related activity information within the assigned service request. Selecting one of the activity tasks from the Activity Inbox will allow the user to edit the activity as the work is completed on-site. Users can sort assignments by priority, date or location for more effective planning. No more hunting for pieces of paper and missing updates.

Mobile users can create any of the service request types owned by their group. In this way mobile users are encouraged to proactively complete work and receive credit by documenting it within the CSR system. If unable to do the work themselves, they can choose to return the service request to CSR for reassignment. When a service request needs to be handled by another department, the mobile user can enter information under a miscellaneous service request type and return it to CSR for assignment of the type and group.

Information when you need it: Pre-defined queries can be performed against the CSR system for those needing to view historical service request data based on type, location or participant. The user has the option to view, edit or add to all related service request information such as caller/ participant data, questions and answers relating to the task, and location information. There is no need to return to the office or place phone calls to enter or retrieve this data. Data is synchronized with the CSR system based on a system-defined time value, ensuring that all CSR users can access virtually real-time data at their fingertips.

CSR Mobile features Security: CSR Mobile implements security on a number of levels. Security begins via complete integration with the enterprise CSR database. CSR operators/administrators create mobile users using the CSR system and these changes are replicated to mobile devices on their next sync. Device security is maintained through the use of user groups. Each device is assigned to a specific group (i.e. the Sanitation Department) and only valid users within that group can login and use the device. Multiple users may use a single device as they are only presented with a view of their personal data, and not a view of all users’ data.

CSR Mobile can be used on your agency's handheld or mobile laptops, based on the needs of each particular department.

Provide your mobile work teams the information they need, where they need it, to get the job done.