Efficient and hassle-free field service

When customer’s machine breaks down and production stops, the rush is on. At the same time, a field service technician may have several other items to service. Managing the whole situation can easily become very challenging.

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In the right place at the right time

Field service management means getting the right people with the right skills to the right place at the right time–without wasting time on inefficient routes or extra trips for spare parts. On-site personnel must have the necessary background knowledge to solve the situation: for example, the location of the equipment and its maintenance history.

The work done must also be recorded immediately, not at the end of the day in the office interpreting handwritten notes. Well-designed field service systems provide tools for both managing and carrying out the work.

Field service as part of customer care

A service visit to the customer is just one of many touchpoints in the customer relationship. Who else in the company should know about this visit? This information can be valuable, for example, for the salesperson for the next customer visit or for customer service when the customer contacts you after a service.

A service visit to the customer is just one of many touchpoints in the customer relationship.

When data is connected on the same platform, all the information you need is available where you need it. This allows the customer to be treated as a whole – not just as disconnected actions.

We help you integrate field support and services seamlessly into your customer management. Get in touch!