Company Overview
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Industries
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Product Overview
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Solution Overview
         Contact Center
         Field Service
         Repair Center
         Web Self-Service
         eCommerce
         Data Management
         Enterprise Mobile Apps
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Professional Services
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Customers
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Partners
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Field Service Managers and their technicians need the best tools available to efficiently do their job. Today calendar based preventive maintenance is being replaced by increasingly sophisticated predictive analytics and machine to machine monitoring systems, so maintenance is done just in time before a machine of component part failure based on real time continuous monitoring, usage cycles, and product/component mean time to failure analysis. Maintaining a detailed product knowledge base and setting up trending and alerting tools can allow you to be proactive about the equipment in the field. Today, most field service is done under increasingly competitive service level agreements, so service requests may have to be prioritized by more than just the convenient location of a technician. A real time performance monitoring tool, such as a service level analytics dashboard, will be required just to meet and stay ahead of commitments according to SLA’s.

Field Service Features and Benefits:

• Track individual field service technicians performance across multiple dimensions with real time analytics dashboard
• Prioritization of Field Service Requests based on a Demand Driven Analysis, not a Supply Side Technician Availability schedule
• Reduce the number of Field Service visits by resolving issues more effectively at the contact center based on prior service history and similar resolutions used
• Improve First Time Fix Rate in the Field
• Track and Trend product failures down to the component level to capture a variety of customer needs.
• Save money on reporting by providing individual Customer Field Service dashboard so they can track their service usage and track by region, site, or product
• Expedite problem resolution using embedded Knowledge Management functionality.
• Web – enabled, mobile, embedded Knowledge Management to allow immediate sharing of information to quickly resolve problems
• Track increased replacement part usage in field by part, inventory build-up and other assets through the trending and alerting tool and dashboard.