Automation is everywhere. And never will be more in demand than in a work-from-anywhere world.
Let’s begin. Will we?
In a world where delivering impeccable customer service has become a necessity, optimizing the field service operations has become vital. Field service management involves collective processes, policies, and procedures that field service organizations use to manage resources such as technicians and workers in the field.
In the field service landscape, everything moves quickly, i.e., technicians, dispatchers, and other team members can get the job done and get it done right. Executing such fieldwork and managing in this situation is very difficult and requires technological interference without losing our primary goals in field service, which are improving performance, reducing costs, personalizing service, resolving customer cases faster, and promoting safety.
Field service automation involves using technology to streamline those processes, policies, and procedures with an overall increase in field services’ efficiency. Field service automation software automatically pairs the right technician to the right job based on the work order’s requirements and the technician’s skill set. With its warranty management module to automatically capture and manage warranty activities, as well as to automatically submit, track, and confirm all open claims.
Few of the innumerable benefits of Field Service Automation can be enumerated as:
All the data is stored in the cloud, which allows easy access, indexed archives. There is no need to worry about manually filing paperwork or misplacing important information in the future – everything is stored in the single consolidated data repository.
A massive deal of problems originates from depending on paperwork. Thus, Field Service Automation beholds the potential to revolutionize field services.
With their smartphones, tablets, and other mobile devices connected to their organization’s field service automation solution, Skilled technicians can quickly review work orders, list of inventories, service-level agreements (SLAs), and much more out there in the field. And, should they need help to diagnose a repair, they can call into their dispatch center for more information or ask for backup, thereby increasing their first-time fix rate.
Skilled technicians exponentially increase your organization’s efficiency. They can do their work efficiently and, in the end, help you to grow beyond the horizon.
With this solution, a technician can submit all relevant details about work done, including time spent, parts and materials used, and even the client’s electronic signature while still being on site. The next processes are as follows, the field service automation software automatically generates an invoice for the work done, taking into consideration discounts, warranties, and so on.
With traditional invoicing methods, a lot of time is lost in vain. Digital invoicing, with its no physical interaction, will work best in this post-pandemic phase.
Use of field service automation software empowers you with dispatchers with complete access to and transparency of technician’s work schedules, so that they can improvise, reschedule, and update jobs within a few seconds.
Physical intervention in these unprecedented situations is challenging and requires immediate action. Automation solves it with its omnipresence.
Field service automation tools can be integrated with other external tools such as CRMs, ERP systems, CTI, etc. in order to help the service providers equip their field service agents with all the necessary information at their finger-tip to address the customer cases better. With all the customer data with them, field service agents can resolve cases faster and drive higher customer satisfaction.
Monitoring & analysis
This is one of the top-most aspects of a field service automation tool. With real-time monitoring, work orders can be auto-scheduled and assigned to the right/available service agent or technician. Performance can be tracked in terms of the time taken by the agent to resolve the customer issue, customer ratings, etc. An efficient field service automation solution can really lift your customer service standards with timely service delivery & performance analysis.
CEPTES is a Salesforce Silver Consulting partner striving hard to help others to come back in the post-pandemic phase and make them efficient in their respective fields. We believe growth is a collaborative effort and demands everyone’s equal effort. In order to help you streamline your field service operations, increase the productivity of technicians & service agents, boost customer satisfaction with faster on-site service delivery, we offer the best-in-class field service solutions. To know more, please contact us.