Field Service Management Benefits

Service Level Agreements                                     

• There are different types of agreement for each customer.

• An agreement contains service type , problem code, response time and operating hours for the customer calculate at which time the incident should be resolved.

• With the incident alert customer is sent a target date, therefore can see when the incident falls off the agreed terms .

Ticketing System  

• 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.

• Automatically assigns agent to an incident based on skill they posses and the area they are based at.

• Each incidents is assigned a severity level, to notify service agents its importance e.g. emergency,  urgent , preventative, normal.

Billing

• A detailed list of incident not billed is provided.

• With the integration of field service with the accounting and sales modules billing is easier.

• Users are able to send quotes, issue sales orders and invoice customers for the incidents resolved and the resources used used on-site.

Maintenance

• Maintenance of equipment is scheduled automatically for each service type.

• Maintenance categories provided:

• • Reactive  

  • Preventative

• Can schedule calibration for per site for customer.

Field Agent Management 

• Management can monitor the field agents very closely.

• Real time update of arrival times, distance traveled, hours spent on site, stock used.

• Each stage of the incident is recorded whether accepted or planned by the agent, if on-site or done.

Customer Notifications 

• Customers are notified of any information regarding the incident:

• • When an incident is assigned to field agent.

  • When the incident is resolved or suspended.

• Detailed documentation is sent consisting of the job-card and other compliance forms.

Offline Field Service Android Application

• Offline data synchronization.