Innovations through digitalization in field service

Field Service Management refers to deployment, order and inventory management in the field. It can be increasingly automated through system integration. Transparency and performance of the field service are improved by standardized processes, for example in assignment, knowledge management or route planning.

There is often potential for optimization in sending service technicians to the customer - so that they have the necessary qualifications and know-how to solve problems and the "right" company vehicle with the required (spare) parts - or in scheduling and processing as well as documentation.

From the customer's point of view, the challenges and goals are to minimize the waiting time for the service technician and to ensure that he arrives at the site optimally prepared. Particularly in the case of maintenance work, it is necessary for the technician to have certified know-how, as otherwise manufacturer warranties may be voided as a result.

Process optimization

Integrated, consolidated processes are needed for future field service management. Ideally, management is carried out via a central platform such as ServiceNow®. Instead of individual stand-alone solutions, the software for ERP, HR, CRM and supplier ordering platforms is linked. This ensures deep process integration. Process optimization takes place via the Dispatch Center. It provides an overview of all employees available for an assignment, their activities and available time slots. The latter are stored with shift schedules and vacations; thus, a calendar-based, but also a spontaneous ticket assignment can take place.

Skill management and route planning

Skill management stores the certifications, skills and work priorities of each employee. In this way, know-how can be matched for support tickets. Google Maps is integrated to optimize routes and travel times. GeoLocation enables dynamic route planning using AI and also takes into account the traffic situation with peak times, traffic jams or roadblocks.

Control of the field service

The Dispatch Center makes it possible to better control the field service and to notify the customer immediately if his time slot is delayed or if appointments have to be postponed. Orders that are on the way can be inserted or changed in their sequence in order to reduce travel times. It is also possible to assign teams to specific regions. This improves customer service and makes it possible to map customer or employee relationships in order to schedule the optimal employee from the customer's point of view as well.

Knowledge management

Another feature based on ServiceNow® is knowledge management. It includes the organization of all information required for an assignment by means of an app that makes this information available to the employee on a mobile basis. The technician checks off the work performed, including recurring maintenance, on an activity list. This increases transparency and everything is documented in the event of a complaint. Repair instructions can be accessed on the move or the technician can chat with the back office. On-site access to existing contracts enables employees to determine which services are included and which are billed as additional services.

A good CRM and thus a long-term relationship with the customer are essential. For this reason, service quality must be at a high level. In addition to telephone or e-mail correspondence, it consists to a large extent of the optimum service provided by the field service team on site. Both the company and the customer benefit from optimized field service management.

The iTSM Group offers comprehensive services around Field Service Management, with which you can offer your customers transparent and standardized services on site.