Real-time Data

Real-time data communications are essential for any organisation operating in a fast-moving business environment that is serious about service. But the vagaries of mobile networks means that simply having a data contract is no guarantee of whether or when an important task will be delivered or acted upon.

Real-time connectivity is about more than just the network - it’s about ensuring guaranteed message delivery, verifying that it has been received and acted upon, and providing management with the necessary audit trail to prove it. And it's about the ability to identify and escalate important tasks if the original communication has been delayed because of lack of network coverage or the unavailability of the mobile worker.

Cognito's Service Delivery Platform anticipates and manages these issues. It tracks the progress of messages and tasks and applies real-time business rules to escalate situations that are threatening the quality of customer service - such as urgent jobs that have not yet been accepted by the intended engineer, or road traffic delays that are compromising the intended job start time.

The system can be configured to look several jobs ahead and project the potential future impact of the current situation. The benefits are compounded when this real-time information stream is integrated with Cognito's Scheduling Services - enabling the automatic escalation, re-assignment or rescheduling of affected tasks.

Many of our customers go further, and use these real-time insights to alert their customers to any changes in the status of the work they have committed. The combination of real-time actionable information with automated alerts and alarms is making a significant contribution to the quality of customer experience.