There has been a marked shift in the way customers view “good service” in recent years. Everything-as-a-Service is becoming part of the conversation, and this directly affects field service. Today, 73% of consumers say that valuing their time is the most important thing a company can do to provide good service. However, when you look at field service specifically, 65% of incoming service requests require a field visit – and of those dispatches, 26% require a secondary or follow-up visit. This presents a huge opportunity to fix this problem with better field service capabilities.
When you look at the cost of a field service visit, the ability to whittle away at that 26% secondary visit alone can create an ROI that can validate your investment. And this doesn’t even take into account the enhanced technician productivity and overall customer satisfaction and loyalty – again, all increasing the value of your investment.
Fit in more appointments a day—to make the most of your employee workloads, mileage, and more—with optimized scheduling tools.
Give your technicians what they need—in native mobile apps for iOS, Android, and Windows—to offer great field service.
Go from a traditional break-fix repair model to a more profitable, never-fail service model with built-in data collection, analysis, and alerts.
Optimized Scheduling and Dispatch
Identify and organize available resources by category to intelligently balance workloads and resources.
Match skill sets of the technician against the requirements of the work order.
Decrease driving time between work by creating a schedule with geography, customer preference, availability, and SLAs in mind.
Track warranties against assets, provide visibility into terms and expiration dates.
Ensure that service and billing conform to warranty requirements. Classify assets and track location, repair history, and maintenance schedules.
Manage terms, conditions, and automated renewals of contracts and Service Level Agreements.
Accurately track service stock at mobile and ﬁxed locations. Manage updates and stock history for any location including updating truck stock.
Provide mobile access to inventory and parts information.
Manage inventory information for part transactions like requests, return material authorizations, stock adjustments or transfers.
Ensure technicians are on time with best schedule and turn-by-turn driving directions.
Get 360 degree customer preferences and history and follow step by step instructions on how to complete the task at hand.
Allows the technician to take photos of the completed work, get customer sign-off, and even collect payment.
Detect, troubleshoot, and resolve issues remotely before the customer knows of an issue and dispatch a technician only when necessary.
Repair, clean, or replace parts when needed instead of on a preventative maintenance schedule.
Automate work order creation when self-healing steps don’t resolve the problem. Automatically dispatch the best technician.
Keep track of service activities, including upcoming and previous appointments as well as self-scheduling with a customer portal.
Send automated voice and text messages reminders to customers about upcoming appointments through Twilio API.
Know when to expect service. Customers can see technician vehicle, photo, and real-time location while en route using an integration with Glympse.