WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?

Transcription

1 WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?

2 TABLE OF CONTENTS WHAT DOES IT MEAN? HOW DO WE DEFINE END-TO-END FSM? THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS AUTOMATING & OPTIMIZING YOUR SERVICE PROCESSES WHAT END-TO-END FIELD SERVICE MANAGEMENT SHOULD LOOK LIKE INTRODUCING IFS FIELD SERVICE MANAGEMENT ADDING TO THE VALUE AND MEANING OF END-TO-END LEARN MORE ABOUT IFS FIELD SERVICE MANAGEMENT What Do You Mean End-to-End Field Service Management? 2

3 WHAT DOES IT MEAN? Does end-to-end field service management (FSM) mean: A. All existing systems under one platform? B. The ability for each of the various field service components to talk to each other? There are inconsistencies in the marketplace as to what exactly end-to-end field service management is In the Magic Quadrant for Field Service, Gartner defines end-to-end field service management as: Receipt of requests for a field service technician over the Internet, over the telephone or from an intelligent device Scheduling and assigning a service technician (long, midrange, weekly and intraday optimization of the technician, factoring in assets and improved service-level agreement [SLA] compliance) Complete mobilization of that technician to perform end-to-end service tasks, including the ability to look up inventory status in real time or cached on a wireless device Field service functionality that supports a continuum of field service models, from reactive to preventive, to predictive, to reliability-centered maintenance In addition to the core scheduling component and the mobile support mentioned above, an end-to-end field service management (FSM) solution also may contain the following: Route optimization Entitlements and contract management Product and pricing configuration Case-based reasoning/knowledge management Project management software Reporting and service analytics Bill/invoice preparation Field parts, tools and material/parts management (essentially a field supply chain management [SCM] system) Intelligent device management and fleet management Depot repair Software for mobile application support that includes a user experience that maps to mobile workflow A service integration framework or platform What Do You Mean End-to-End Field Service Management? 3

4 HOW DO WE DEFINE END-TO-END FSM? IFS thinks that end-to-end field service management should automate and optimize all aspects of the service delivery process in order to maximize margin and customer delight. What Do You Mean End-to-End Field Service Management? 4

5 THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS CUSTOMER MANAGEMENT WORKFORCE MANAGEMENT INVENTORY & LOGISTICS CONTRACTS & INVOICES MOBILE SERVICE SCHEDULE OPTIMIZATION As a field service organization, the service process typically starts with taking a service request and ends with billing. Service delivery is complex and multi-faceted - especially if repair and reverse logistics are involved. The most efficient service businesses have the ability to easily access and share information from one step of the process to the next, seamlessly. The Service Request - Does your software have the ability to capture all important customer information - and transfer that to the tech? Can your customers use more than one venue to contact you (i.e. social media, online booking requests, etc.)? Preventative & Predictive Maintenance - Can your software solution communicate with your devices? Does your software automatically respond to intelligence from the field? Schedule Optimization - Can you get the right tech, to the right job, with the right tools, at the right time? Does your system use personalized constraints to accurately dispatch technicians? Mobility - Do your technicians have access to all the right information (schematics, parts needs, customer history, upsell information, checklists, etc.) Can they take pictures and videos? Can they finish a job on-site, with mobile invoicing and signature capture? Parts Management - Do you have the right inventory, in the right location to complete jobs first time around? Can technicians locate parts on-demand? Communicating back to HQ - Is dispatch alerted when a technician finishes a job? Are metrics being measured? Can the technician clock in and out from the field? What Do You Mean End-to-End Field Service Management? 5

6 AUTOMATING & OPTIMIZING YOUR SERVICE PROCESSES Finding the right field service management software can be a long, expensive process, so why do it? And why invest in an end-to-end solution? 76% of customers have to contact the call center to find out the status of their service request (Field Service News). The average service margin for profitable organizations in 2014 was 22% Best-in-class organizations achieved an average of 35%. - Aberdeen Competition in product and service was listed as the leading challenge for service organizations in Aberdeen HAPPY CUSTOMERS Automating and optimizing your service processes directly affects your delivery, and thus your customers experience. Shorter appointment windows, online booking capabilities, real-time updates, and better communication are all made possible by software automation. Why end-toend? The more your system communicates throughout the process, the more tailored an experience you can provide your customer. Customer preferences, location, etc. are powerful pieces of data that should affect how your service is carried out. BETTER ROI With a unified field service platform, efficiency is more easily achievable because the higher visibility leads to better precision, more informed decisions, and faster delivery. Some of the reported business benefits include improvement in planned maintenance performance, reduction in admin overhead, reduction in service response time, increase in SLAs met, increase in firsttime fix rate, and increase in jobs performed per day. COMPETITIVE EDGE End-to-end field service management is a differentiator for service organizations. Why? While best-in-breed software products provide a fix for a specific problem (i.e. eliminating a manual dispatch system) an end-to-end solution focuses on improving the whole process. Not only does this increase your visibility of your field force, but it also empowers your technicians with everything they need to get the job done. That puts you years ahead of competitors who don t have a full solution for all of their complex processes. Organizations that achieved 80% or higher levels of customer satisfaction reported greater revenues than their peers in Aberdeen What Do You Mean End-to-End Field Service Management? 6

7 WHAT END-TO-END FIELD SERVICE MANAGEMENT SHOULD LOOK LIKE CONTACT CENTER (customer records, customer portal, seamless CRM integration, etc.) CONTRACTS & WARRANTY MANAGEMENT (SLAs, coverages, pricing, PM's, metering, benefits, etc.) DISPATCH & SCHEDULE OPTIMIZATION (schedule board, maps, break/fix, crews, work orders, workforce management, etc) FIELD SERVICE MANAGEMENT (skill sets, compliance, time & expenses, projects, products & assets, etc.) SERVICE PARTS LOGISTICS (Inventory management, barcode tracking, van stock, cycle counting, etc) MOBILIZATION (job synchronization, schematics, photos & videos, signature capture, online/offline, etc.) RMA RETURN & REPAIR (reverse logistics, advanced exchange, return materials, depot repair, claims, etc.) FINANCIALS & BI (GL codes, payments, invoicing, planning, forecasting, analytics KPIs, etc.) What Do You Mean End-to-End Field Service Management? 7

8 INTRODUCING IFS FIELD SERVICE MANAGEMENT THE END-TO-END FIELD SERVICE SOLUTION IFS Field Service Management intelligently manages the entire process to minimize a business s total cost of service delivery. Handles all service interactions while keeping management in touch with the field workforce Reduces costs associated with complying to contractual agreements Maximizes service revenue streams for T&M and proactive services Optimizes comprehensive service supply chain, reverse logistics and depot repair Empowers your workforce with agile, real-time mobile capabilities that change to fit your business (not the other way around) Our service automation software is designed to work with your organization s unique requirements and strategies, while optimizing your service delivery and business processes. We give service organizations a unique solution that is flexible, upgradeable, mobile and modular - on premise or in the cloud. IFS Field Service Management supports any ERP system, any asset, any deployment and any mobile device. FIELD SERVICE MANAGEMENT What Do You Mean End-to-End Field Service Management? 8

9 ADDING TO THE VALUE AND MEANING OF END-TO-END IOT & M2M Machine sensors and device interaction will make preventive maintenance a breeze, reduce down-time and eliminate unnecessary site visits. Focus on IFS FSM: Our solution will work with any IOT vendor thanks to flexible APIs, completely configurable software, and built-for-service parts management. SOCIAL Social connects dispatch with the technicians and the technicians with your customers. It is a venue for real-time communication and updates that can be used throughout the field service process. Focus on IFS FSM: Customers receive text message when technician starts to travel with an estimated arrival time. Follow-up text message when technician is nearby with first/last name, cell phone and vehicle license id. EMBEDDED MOBILITY Mobility is no longer a exciting buzzword when it comes to field service, it is a crucial element of an end-to-end solution. Focus on IFS FSM: 1. Request is entered and a solution is instantly suggested by the system. 2. Solution adds the parts needed, skills, documentation and instructions to the dispatch 3. Dynamically optimized schedule 4. Technician receives work order on their smartphone along with the solution What Do You Mean End-to-End Field Service Management? 9

10 LEARN MORE... ABOUT IFS FIELD SERVICE MANAGEMENT Schedule your demo of the most complete field service management solution on the market today. Visit us online at or us at IFS Enterprise Service Management provides optimized end-to-end service execution and intelligent mobile workforce management in the cloud or on premise; on-time every time, anywhere. IFS is a leading provider of enterprise software applications specializing in three core areas; enterprise resource planning (ERP), enterprise asset management (EAM), and enterprise service management (ESM). IFS (XSTO: IFS), was founded in 1983 and supports more than 2,200 customers globally from offices in 60+ countries.