What is Field Service?

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Dorothy Thompson
10 years ago
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2 What is field service? Field service is delivering installing repairing and maintaining products and services at customers homes and businesses.

3 What is field service management (FSM) so6ware? Field service management so6ware is The technology that plans, schedules and manages the work of mobile employees tasked with delivering, installing, repairing and maintaining products and services. The goals are to create efficiencies and build bemer customer relanonships. For Oracle employees and authorized partners only. Do not distribute to third parties.

4 What customer problem does FSM so6ware solve? For the end customer (B2B or B2C) FSM sooware solves the problem of wai<ng without knowing: When service will occur How long it will take

5 5 What business problem does FSM so6ware solve? For the business Field service management uses automanon to solve the problem of: Planning: Quickly scheduling and coordinanng work for midsize- to- extra large workforces performing tasks in the field Op<mizing: CreaNng the most efficient daily job schedules, assignments and routes of mobile employees Managing: EffecNve real- Nme view of the field, with the ability to make immediate adjustments in response to jeopardy Communica<ng: Keeping end customers (both consumers and businesses) proacnvely up to date on the status of the service

6 The Field Service Loop Customer Request, Incident or Purchase Job Assignment, Routing & Scheduling Dispatch, Communication and Jeopardy Management CSR Service Manager Customer Customer Communication 5 Fulfillment Service Provider 4 Dispatcher Copyright 2014 Oracle and/or its aﬃliates. All rights reserved.

7 How It Starts A field event ininates acnon The customer bought something (good or service) that needs to be delivered or installed My AC broke Something broke Maintenance is needed to prevent an issue Machine sends alert that it requires repair Internet of Things Time for rounne maintenance Event occurs/customer calls à FSM so6ware provides scheduling availability à appointment booked

8 Job Booked, Now What? A field employee must be assigned to the job considering: Workforce capacity Field employee skill set, loca<on, availability Parts required, inventory available Service window promised to customer InformaNon about the job is delivered to the employee and communicated to the customer à FSM so6ware automates this process

9 In the Field: Service Fulfilment The field employee automancally receives important job informanon to his mobile device: Time commitments made to customer Travel route between jobs EssenNal work order informanon Which parts and materials are required for each job Knowledge about customer preferences, type of work Employees use their mobile app to receive/complete job assignments à FSM so6ware pulls all the informanon together

10 Customer Communica<on Throughout the ennre cycle, customers receive real- Nme updates on the status of their service event, giving them: Updated informa<on about their appointment Nme Visibility bringing them into the loop Control to choose appointment Nmes Once the job is complete, customer provides s customer service should be envied by every business! They are terrific. Every Nme. Thank you! #greatcustomerservice 1,670 Followers

11 Industries That Typically Need FSM So6ware Cable/telecom (installanon, maintenance) Insurance (adjustment, esnmates, payouts) Banking (ATM replenishment and maintenance) Solar/alterna<ve energy (panel installanon and maintenance) U<li<es (installanon, maintenance, repair) Manufacturing/High- tech (break/fix) Retail (sales and order fulfillment) Home health care (equipment, care and monitoring)

12 The Approach to Effec<ve Field Service is Changing Preventa<ve Maintenance Replaces Reac<ve Repair Ø With the predic<ve power of connected devices, field service operanons will undertake more preventanve work. Ø More upnme means less <me in crisis mode for employees and the companies they serve. Ø RelaNonships will be built on a stronger foundanon with service providers ac<ng almost as partners to their customers, helping to keep them up and running. 5 Field Service Trends for 2015 Capterra, Andrew Marder January 2015

13 Top Strategic Ini<a<ves for Best- in- Class Field Service Opera<ons 57% Improve planning for future service demand 48% Increase availability of service knowledge to diagnose/resolve service issues more quickly 43% Invest in mobile tools to provide mobile employees with bemer access to informanon in the field 40% Develop real- Nme visibility into field assets (people, parts, vehicles) 40% Implement predicnve/prescripnve analyncs to enable proacnve vs. reacnve service Field Service 2014: Access to the Right Informa>on Empowers a Results- Driven Workforce Aberdeen, Aly Pinder Jr. January 2014

14 Modern FSM SoOware Improves customer service for a holisnc customer experience Enhances efficiencies and increases producnvity Helps organizanons consistently meet SLAs and ensure compliance

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

WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? TABLE OF CONTENTS WHAT DOES IT MEAN?... 03 HOW DO WE DEFINE END-TO-END FSM?... 04 THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS... 05 AUTOMATING &