Cognito

Drawing on 20 years of knowledge and innovation, Cognito is the most experienced mobile workforce management expert in the UK. Customers include ambitious organisations with large and mid-sized mobile workforces - 100,000 UK customers are served by a Cognito-powered engineer every day.

Cognito’s FieldForce IQ is the next generation mobile workforce management solution, providing an extensive suite of tools to transform the performance of service teams. With the addition of FieldForce IQ, businesses can for the first time experience significant insight into their service organisation:

• monitor service performance – increase first time fix rates, improve workforce utilisation and drive optimal service level compliance
• establish and monitor key performance indicators and align them with business goals
• engage and align the organisation’s most powerful asset, the field force, in the service improvement challenge to drive heightened levels of performance

FieldForce IQ is the first solution to integrate comprehensive, actionable real-time performance management capabilities with the full suite of functionality expected from a mobile workforce management and service optimisation suite:

Operational Control

FieldForce IQ’s advanced functionality includes powerful dynamic scheduling, job management and location based services which enable service organisations to operate automatically 90% of the time. At the heart of FieldForce IQ is real-time management control and reporting capabilities so that the exact state of service can be seen at anytime. This means organisations are free to concentrate on the 10% of field operatives who can make all the difference to business performance.

Job Delivery

FieldForce IQ optimises schedules and converts them into actions for the field force. This is done through providing schedule management, intelligent workflow, event management and knowledge management tools at the level of the individual worker. Service managers can define and control the work to be carried out and support field operatives so they are in a position to deliver the best performance possible.

Performance Management

Strong operational control and job delivery tools are vital in achieving service excellence. But they can’t do it on their own. FieldForce IQ’s intelligent Performance Management platform puts you in full control of your service operation. Set defined benchmarks, review performance using the Balanced Scorecard and drill down to identify root causes and corrective actions with the Decision Support Dashboard.  Additionally, align field operatives with strategic goals using the Employee Performance Management Dashboard. Set standards and measure compliance at the individual level to quickly identify the top and bottom performers, allowing praise and promotion or improvement intervention.  

Information & Infrastructure Management

FieldForce IQ’s advanced information and infrastructure management underpins the powerful capabilities of the Job Delivery, Operational Control and Performance Management modules. Comprehensive support is provided for all aspects of the solution as part of a fully managed service – from the monitoring of message delivery, signal coverage and network connectivity to legacy system integration and overall system performance.

Cognito’s customer base comprises ambitious organisations with large and mid-sized mobile workforces - 100,000 customers across the UK are served by a Cognito-powered service engineer every day. It clients include Konica Minolta, Lovell Respond, npower hometeam, Baxi Heating and Addison Lee.