Field Service

Our solution enables service organisations to manage service teams more efficiently and safely through process automation and ensuring that the right resource is scheduled for the right job. It provides the following benefits:

To the customer

  • Improve first-time fix rate
  • Manage follow-up work and take advantage of upsell and cross sell opportunities
  • Organize and track resolution of customer issues
  • Communicate an accurate arrival time to customers
  • Provide accurate account and equipment history to the field technician
  • Keep customers updated with the status of their service call and when it’s resolved
  • Schedule onsite visits when it’s convenient for the customer
  • Avoid equipment downtime through preventative maintenance

To your business

  • Happy Customers through improved service levels
  • Complete more service calls per technician per week
  • Reduce travel time, mileage, and vehicle wear and tear
  • Improved management of health and safety
  • Manage follow-up work and take advantage of upsell and cross sell opportunities
  • Transition from and reactive to a proactive service model
Field-Service-Process

Key Capabilities of the solution include

  • Work orders to define the service work needed primarily (but not exclusively) at customer locations.
  • Scheduling and dispatch tools to manage resources and equipment needed for customer service, visualize onsite appointments, and optimize service schedules with efficient routing and resource skill matching.
  • Communication tools to enhance collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders.
  • An easy-to-use mobile application that guides technicians through schedule changes and service work.
  • Asset management capabilities to keep track of customer equipment and service history.
  • Preventive maintenance by automatically generating recurring maintenance appointments for equipment.
  • Inventory, purchasing, and returns capabilities to manage truck stock, purchase order requests and fulfillment, and product returns.
  • Billing capabilities to generate invoices based on products and services delivered to customers.
  • Time tracking to help you track how resources are spending their time, whether they’re traveling, on break, or working.
  • Analytics for reporting on key performance indicators for managing work orders, scheduling activities, and interacting with customers.