With our services in Field Service Management, we support you in offering your customers transparent standardised services on site. Efficient planning of field service assignments has a positive impact on key KPIs and your field service staff can directly access the data or service processes they need.
Whether in the B2B or in the B2C market: there is a constant courting of the customer. In order to stay ahead of the game, not only the first purchase decision counts, but also the sustained satisfaction of the customer.
Use Field Service Management to make your on-site service delivery more efficient and consistently increase your customers' satisfaction. From the Dispatch Centre, you have a live overview of your current service calls and can dynamically plan and optimise routes.
With optimised field service management, you can offer your customers simple and appealing on-site services - no matter whether it's scheduled maintenance, breakdowns or other on-site appointments.
AI-based allocation of on-site appointments and optimised route planning take your customer touchpoints to the next level.
Eliminate information gaps and media discontinuities in your service processes and control your service process workflow-supported across all involved departments.
Create full transparency about the appropriateness of and compliance with service levels and manage your service quality on the basis of objective facts.
Create staff schedules, plan service appointments and set expected deadlines for completing work orders and coordinate assignments.
Control the processes in the assignment and tracking of service orders from creation through completion to invoicing the customer.
Manage the process in the distribution of parts and accessories and benefit from automation potential, such as in spare parts management.
Ensure the management of contracts with your customers and external service providers in compliance with Service Level Agreements (SLAs).
ServiceNow® Field Service Management helps organisations plan and manage work tasks performed in the field.
Dynamically assign tasks to employees based on skills, geography and available inventory, and solve complex field service tasks faster through automated processes.
Via the mobile app, employees have access to the required documents and processes and can document details of the assigned tasks directly on-site, such as the completion status and the time spent. This way, the Dispatch Centre is always informed about the current situation.
Our experts advise you on your strategic questions around Field Service Management and the embedding in your organisation and work out the necessary measures with you.
You will receive a concrete roadmap for the step-by-step transformation of your FSM organisation at all levels - organisation, technologies, people and partners.
Our experts analyse your service processes with you using a method and identify bottlenecks, limitations and non-value-adding activities.
On this basis, we optimise in a targeted manner, streamline and accelerate the relevant processes and identify additional potential for digitalisation and automation.
We implement the Field Service Management modules of ServiceNow® for you according to your needs and operate them in the Application Management Service on request.
In doing so, we use our proven iTSM project procedure model to deliver our services efficiently and transparently for all key stakeholders.
As a ServiceNow® training partner, we train your employees both in the use and in the further development and configuration of the ServiceNow® platform.
In customised workshops, we show you the tips and tricks for using the platform, as well as the necessary and latest features - both online as virtual classroom training and in-house at your organisation.
ServiceNow® and the iTSM Group - a forward-looking partnership
As an Elite Partner of ServiceNow®, the iTSM Group with its subsidiaries in Germany, Austria, Switzerland, the Netherlands, Romania, UK and Italy is the first choice when it comes to consulting, implementation and operation of solutions based on ServiceNow®.
We support our customers with a holistic approach and according to individual needs - from strategic orientation, implementation and competence transfer to the ongoing operation of the platform.
The concentrated knowhow of our specialized and certified solution architects, consultants and accredited trainers enables companies to optimize the performance of their project landscape and thus sustainably improve the operational value creation and innovative strength of their company.
With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centered and efficient manner, with the aim of increasing customer loyalty and ensuring optimal services
ITSM Consulting GmbH
Tel.: +49 6135 9334 0
Softpoint Trusted Quality GmbH
Linzer Straße 16e
Tel.: +43 732 794479 0
Trusted Quality Switzerland GmbH
Trusted Quality UK Ltd.
1 Bartholomew Lane,
London, EC2N 2 AX