i2i Field
One toolkit for staff and partners: registration, renewals, collections and work orders
At a glance
- One toolkit for staff and partners in the field
- Staff menus built from each person's permissions
- Staged payments authorised by a supervisor
- Work orders for installs and repairs, tracked to completion
Overview
i2i Field is the part of i2iCore for staff who work outside the office: collection agents, installers and technicians. It is one toolkit for staff and partners, with screens that follow the role of the person signed in.
The toolkit brings together a staff mobile application for customer registration, plan renewal and tickets and a partner mobile application for partners and their staff. Payment collection and cash authorisation sit behind them in the web portal, and technician work orders are managed in ticketing. This page describes each piece.
What is field service software for an ISP?
Field service software supports the people who work at the customer's premises or on the street rather than at a desk. For an internet service provider that usually means three groups: collection agents who take payments from subscribers, installers who connect new customers and technicians who repair faults.
A good field application shows each person only what their job needs, works on a phone, and reports what happened back to the office system so that the customer's record stays current. Location tracking, job status updates and the handling of cash are the parts that need the most care, because they involve people, money and evidence.
i2i Field brings these needs together in one toolkit: mobile applications for staff and partners, web screens for collections and cash control, and work orders in the ticketing module. Each part reads and writes the same subscriber and billing records as the rest of the platform, and each part is limited by the permissions of the person using it.
Capabilities
What i2i Field does
Staff mobile application
- Customer search and customer profile on a phone
- Register a new customer with electronic KYC through a configured gateway
- Renew a plan or change it, now or later
- Create and follow up customer leads
- Dashboard of upcoming renewals and inactive accounts
Tickets on the move
- List, filter and open tickets from the phone
- Add comments and attachments to a ticket
- Change the status or reassign to another staff member
- View assignee history and the customer's address
Partner mobile application
- Partners and their staff create customers and renew plans
- Top up the partner account through a payment gateway
- Balance transfer, commissions and transaction history
- Customer tickets and active sessions
Collections and cash control (web)
- Outstanding queues for barred, overdue and renewing accounts
- Record cash, cheque, online or other payments
- Collected cash credited to the collector's staff wallet
- Supervisors authorise or reject staged payments
- Receive Cash settlement debits the collector's wallet
Work orders
- Order types for install, repair, swap and survey
- Dispatch, then track en route, on site and completed
- Managed in the ticketing console and through its API
Location and access
- Staff location points buffered on the device and sent when possible
- Read staff and customer location from the office
- Menus built from each person's permitted modules
Use cases
Where i2i Field is used
Register a subscriber on the doorstep
A staff member visits a new customer, searches to confirm the customer is not already registered, and creates the account in the staff application, verifying identity through the configured electronic KYC gateway. The account is then ready for its first plan and payment.
Renew a plan during a visit
A subscriber asks to renew or move to another plan. The staff member opens the customer's profile, chooses to renew using the last order or to change the plan, and completes it in the application, with the customer's plan history and transactions visible beside it.
Collect an overdue payment and hand in the cash
A collector works the overdue queue in the web portal, records a cash payment against a subscriber and sees the amount credited to their staff wallet. A supervisor later authorises the payment and receives the cash, which settles the wallet.
Follow a repair to completion
A support agent raises a repair work order from a ticket and dispatches it. The order moves from scheduled through en route and on site to completed, or to failed if the visit cannot be made, and the outcome stays with the ticket.
FAQ
i2i Field: frequently asked questions
What does the i2i Field toolkit include?
One toolkit for staff and partners: a staff mobile application, a partner mobile application, web screens for collections and cash control, and work orders in ticketing. Tell us which roles you need first and we will confirm what is available for them.
Can technicians receive work orders on their phones?
Work orders are created, dispatched and completed in the ticketing console and through its API. Ask i2iCore how technicians work with them on a phone in your deployment, and which roles need access first.
Where do collection agents record payments?
Payment collection and cash authorisation run through the collections screens, and cash is tracked in the staff wallet until a supervisor authorises it. Ask i2iCore which collections screen suits phone use.
Does the application work without a connection?
Location points are stored on the device and sent when the connection returns. Other screens use the platform, so ask i2iCore about connectivity and coverage for your field teams before you plan a rollout.
How is access to each screen controlled?
The menu is built from the modules the signed-in staff member or partner user is permitted to use, as returned by the platform. A person without a permission does not see that part of the menu.
Does it track where staff are?
The applications can send staff location points to the platform, and authorised users can read staff and customer location. If tracking is a concern for your staff, agree the policy with your staff before you switch it on.