Field Service Management Benefits
Service Level Agreements
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There are different types of agreement for each customer.
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An agreement contains service type , problem code, response time and operating hours for the customer calculate at which time the incident should be resolved.
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With the incident alert customer is sent a target date, therefore can see when the incident falls off the agreed terms .
Ticketing System
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Quick logging of incidents as soon as a call/message is sent, a service agent logs the incident to the system and assigns to an agent.
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Automatically assigns agent to an incident based on skill they posses and the area they are based at.
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Each incidents is assigned a severity level, to notify service agents its importance e.g. emergency, urgent , preventative, normal.
Billing
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A detailed list of incident not billed is provided.
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With the integration of field service with the accounting and sales modules billing is easier.
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Users are able to send quotes, issue sales orders and invoice customers for the incidents resolved and the resources used used on-site.
Maintenance
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Maintenance of equipment is scheduled automatically for each service type.
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Maintenance categories provided:
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Reactive
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Preventative
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Can schedule calibration for per site for customer.
Field Agent Management
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Management can monitor the field agents very closely.
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Real time update of arrival times, distance traveled, hours spent on site, stock used.
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Each stage of the incident is recorded whether accepted or planned by the agent, if on-site or done.
Customer Notifications
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Customers are notified of any information regarding the incident:
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When an incident is assigned to field agent.
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When the incident is resolved or suspended.
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Detailed documentation is sent consisting of the job-card and other compliance forms.
Offline Field Service Android Application
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Offline data synchronization.