Co-ordination is the key to success for
Service Management
on & off the Field!
If you are into the field service business, it is very critical for you to understand the value of “Coordination and Collaboration” and the worth it can provide for your company’s growth.
It implies connecting the “People with Work” and forming an alliance of “Information with Software” which helps the organization to meet its business goals. The consistent success of every enterprise with a connected business environment is based on the perfect management of manpower, information, technology, and the right use and mix of these three aspects.
Field Service staff being equipped using smartphones and handheld devices to communicate and report is increasingly common now. While the back-office employees using the cloud-based software to pass on information supports the mobile workforce to give the best outcome. The mobile advancements and technological developments allow service management enterprises to support a high level of collaboration and make it a case of easy and instant platform to amongst the employees to share customer data, task details, real-time location and update service history. The stats clearly show the positive effect on service management-
“37% increase in the productivity of employees with synchronization and simple reporting!”
How to achieve this in actual work?
A use-case scenario to aid your understanding –
Customer
As an organization providing service to your customers across various regions, you have a branded mobile app and web portal for them to register their request. An end-user makes a service request using your mobile application in which he puts his details, incident location using GPS and location coordinates facilitated by the app, attaches a relevant media file of the incident or product, submits it. (Hardly takes a couple of minutes!)
Back-office Team
The ticket is received by the office team immediately as the entire system is on the cloud with SaaS benefits. The administrator then checks the availability, location, and schedule of various field technicians who are out on the field or available for the day as per their knowledge and history. He quickly dispatches the job to one of the best-suited field employee. The customer on the other end is allocated a specific appointment window with mail and message confirmation. (Just a Matter of few minutes!)
Field Technicians
The worker on the field receives the job order on a native MobileWorker application on his device with all particular notes by customer or admin, images or videos and location to guide him. He can put it in his queue and auto-route to meet the ends with minimum time and travel distance. He reaches the spot, does the required work, and updates status, report the timings, cost and other details which are immediately synchronized with the software. The back-office team and customer are immediately able to get the updates. (Simply a minute!)
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So, this forms an entire circle where every piece of data in its accurate form is shared and passed without any interruption. Since we all know “Time is Money”, let us not waste it in unnecessary delays to achieve the best service management!
A cluster comprising of software and mobile tools, cloud platform and data management can take your field service business to a different tangent. Let us get going for a quick round of discussion and a free demo. Or maybe, as they say, being social is a good idea, so we are available for you on Facebook, Twitter, Google plus, and Linkedin.
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