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Frequently Asked Questions

Introduction

FFA is a subscription based service suitable for SMEs or Enterprises. This software solution allows employees to use mobile devices to capture field service information in real time. This involves use of technology, typically handheld PDAs, tablet PCs or smart mobile phones to capture data.

Product Features and Benefits to Customers

Currently, the FFA solution modules offered are:

  • Account & Contact Management
  • Case Management.
  • Diary Management.
  • Concurrent Assignment Management
  • Knowledge Management
  • FAQ Management
  • Case Grouping Management.
  • Management Reporting.
  • Assignment Management.
  • Round Robin Assignment.
  • Service Level Management.
  • Operational Level Management.
  • Time Management
  • Notification & Escalation Management
  • Email Interactions.
  • Report Scheduler.

The benefits in using SFA are:

  • Reduce dispatch times associated with manual crew assignment.
  • Improved operating efficiencies by reducing the number of dispatchers necessary to handle high volume situations
  • Improve the quality of reliability data by reducing voice communications necessary & establishing a single point of data by central dispatchers.
  • Increase customer satisfaction due to more timely updates of restoration status.
  • Eliminate paper forms for schedules and rotas: decrease likelihood of human error & improve carbon footprint
  • Improve information flow and enhance the work status between the office and the field using mobile applications.
  • Forecast future demand, predict resource and work needs through work volume reporting.
  • Proven solutions.
  • Support major devices platforms
  • Low entry barrier cost

Product Offering

There are two different types of package offerings: New Subscription and Add-On Subscription. The pricing is divided by 2 types of packages which is the Standard (RM38.00)and Enterprise (RM128.00)

Target Customers

All Celcom postpaid customers with data plan, mobile smart phone, tablet pc or desktop/laptops devices.
Customers can subscribe via designated Account Manager.

About FFA

FFA supports all the major mobile platforms which include iOS, BlackBerry, Android and Windows.

Activating FFA involves these simple steps:

  • 1. After successful of account activation and subscription, the client will receives an email with information on the website links, in this case FFA services and also the login & password information.
  • 2. The client will click on the link and login to the system with the provided default password.
  • 3. Upon logged in, client will be asked to change a new password before can start to use the system, after which the services for the particular account will be activated.
Use the Web browser and key in the FFA system’s URL and login to the system. Client also can use the mobile application on Android smartphones / tablets.
It is a lightweight version of applications which have to download and install into the Android smartphones/tablet. This application then let’s you to easily login and use the FFA system. The client will still be able to continue using the application eventhough there’s no Internet / data connection from the mobile/tablets. In the absence of mobile signal, the data is cached and sent later when Internet connection is detected.
A download link of the application will be provided together during the first email sent from the service provider / vendor once the subscription has been successfully processed.
Currently, the mobile application only support on Android OS. However, for iOS user they may use Safari / compatible web browser to use the system.
The subscriber will be provided with a default username and password once the subscription has been successfully processed.

For first time login user, system will prompt the user to change a new password before starting to use the system.


For current user, they can login to the system as:FFA:Business Administration -> Change Password -> Click on UserID -> change the password.

Yes, it is recommended for you to have a Celcom data plan subscription when using FFA as data connection is required for data access and backup purposes. You will automatically be charged at a data pay-per-use rate if you do not have any data plan subscription.
Yes, it allows you to access the system from a various types of mobile devices but strict to a single login session on the same UserID & password.
Yes, because the access to the system is thru web browser. You may however required to install back the mobile apps (offline-mode) into the new device.
Yes, but there will be additional charges if the customization on the scope of work involved is complicated or different from what that is being offered in the existing package offerings. The additional charges will be quoted after a requirement study is completed. In this case, a customization fee of RM1,500.00 per man-day will be charge.
Yes, you can use FFA with a non-Celcom network, as long as there is a internet connection. However, the master account of this subscription must be a Postpaid Celcom customer.
FFA is applicable to Celcom Postpaid subscribers only.

For normal subscription of Standard or Enterprise package, it’ll take around 24hours to activate once successful of customer registration to the system.


For customization package, it’ll depend on how complex the customization level and number of days it involves for requirement study and actual implementation.

Not required, the customer can straight away use the FFA system. Customer however is required to key in all their relevant data into the FFA system, eg: Customer / employee’s contact details, etc.
Yes, the base subscription of FFA is tied to a contract period of twenty-four (24) months.
The data access fees will depend on the Celcom data access plan that you have subscribed to. The FFA does not tie to any Celcom Dataplan or Voiceplan services.