Amdocs Field Service

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1 Amdocs Field Service

2 SOMETIMES YOU NEED MORE THAN JUST GREAT FIELD SERVICE PERSONNEL Keeping your customers happy makes the difference between business success and failure, and the service that you deliver in the field can have quite an impact on this. Customers expect you to provide professional service at their sites and resolve any problems quickly and efficiently. But if you can t, then you re putting your relationship at risk, as well as possible revenue opportunities from any potential new business. AMDOCS CUSTOMER RELATIONSHIP MANAGEMENT AWARDS: 2007 Product of the Year At the same time, you also need to be careful that you re managing to keep costs down and managing your bottom line. That s because sending a field service technician to a customer site with insufficient or incorrect information and parts means unnecessary costs for your company and increases the risk of unhappy customers. And next time, they might choose to take their business somewhere else 2007 ISM Top 15 CRM Enterprise list We understand that poor field service can have quite an impact on your business which is why we developed Amdocs Field Service. It s a field service management application that allows you to get the most from your field service resources. It makes sure your field service technicians have the right information and tools to efficiently complete field service requests and all in a single visit Service Leader Award Agent-facing universal desktop category 2 amdocs FIELD SERVICE

3 Close the loop on customer service and support To get field service right, you need to manage every point of customer service from initial contact, and dispatching geographically-dispersed staff, through to onsite problem resolution and to manage them efficiently and cost effectively. Amdocs Field Service makes this happen by providing closed-loop, high-quality customer service and support. We help you provide efficient customer service and support far in advance of an actual field service visit. When a customer makes a request for service either by visiting a self-service site or phoning into a call center your agents are equipped to provide personalized, accurate support and to quickly understand and resolve the customer s request. The agent has access to customer information, product information and knowledge resources on an intelligent desktop application that integrates the rich user experience of the desktop environment with centralized business logic on the application server. If, after diagnosing the problem, a field service technician is required to visit a customer to resolve the problem, then that s when Amdocs Field Service really comes into effect. Your call center agent is able to quickly select and dispatch the best available field service technician with the required parts, accurate information about the customer, the product, and the issue. The agent can also capture the right service information for accurate billing. Both the field service technicians and call center agents are equipped with the relevant field service information and status, making sure you can deliver unified, seamless customer service. TIMING IS EVERYTHING A crucial part of excellent field service is making sure you re managing the field schedules as efficiently as possible. The field service schedule tracker helps you to plan, assign and view all your field assignments and scheduled appointments. It also lets call center agents view the calendars of all the organizations field personnel so they can assign the best resources for each job. Agents and field service technicians can proactively schedule planned maintenance, upgrades and site audits, and quickly respond to customer requests for service. They can also schedule time unrelated to service activity, such as vacation, training time, sick leave, jury duty and administrative time. Once a field service technician has been assigned a task, a graphical display with user-defined color codes provides a visual queue of hot versus low priority service requests, helping your field service technicians prioritize their assigned service calls. GIVE YOUR CUSTOMERS 100 PERCENT Amdocs Field Service uses a unique workflow engine to make sure that service tasks are owned and managed for 100-percent customer responsiveness to field service requests. Agents can create a dispatch documenting the work required at a customer site, and automatically update the field service technician s calendar with the assigned task. The dispatch includes information on tasks to be performed, customer contact names, numbers and addresses. It also provides the scheduled time and estimated duration of an onsite visit, the work-order number and the method of payment. This makes sure that your service representatives always have the information they need to provide fast and accurate service to customers. AMDOCS FIELD SERVICE 3

4 MAKE SURE YOU RE NOT GIVING SERVICES AWAY If you don t know the exact cost of each on-site visit, how can you make sure that you re actually operating efficiently enough? Amdocs Field Service lets your field service technicians record the time and expenses involved with each case the ability to bill accurately for services provided helps increase your profitability and build customer loyalty. Using customer-defined business rules, you can designate expense categories, such as onsite duration, travel and administrative time, parts, mileage, lodging and airfare. The system keeps a running total of all related time and expenses for all employees working on a customer service call. And once the service call is completed, all time and expenses are easily summarized for reporting and billing purposes. WHY ARRANGE MANY VISITS WHEN YOU ACTUALLY ONLY NEED ONE? Keeping your costs down means keeping service delivery time and frequency to a minimum. A large part of this depends on whether you can schedule and dispatch your field service technician efficiently and with the right parts, so that they can complete the job in a single visit. Amdocs Field Service makes this happen through its easy-to-use create and dispatch part request functionality, including search and select bill to and ship to information, and the ability to view existing part request detail information. A part request can be dispatched to an Amdocs CRM queue, which makes sure that the right parts are available when they re needed. DON T LET POOR PARTS LEAD TO A POOR CUSTOMER EXPERIENCE If you want to find out how well your products are performing, Amdocs Field Service helps your field service technicians to record the downtime, length of service outages and mean time between failures. You can then use this information to manage overall product performance issues more efficiently. And with the detailed information provided in the service interruption log, you can schedule planned maintenance to make sure you e complying with your customers service level agreements. Efficiently dispatch field personnel even when they re geographically dispersed Log onsite time and expenses for accurate and timely billing 4 amdocs FIELD SERVICE

5 Introducing Amdocs Customer Management Today s customers are far more demanding about the quality of service they should receive. Whether it s banking, travel, entertainment, communications, they re paying a premium for these services and if they don t get the service they expect from you, they know that they can switch providers to one that can. We understand these pressures to provide not just great service, but also the intentional customer experience TM delivering products and services at the right time, in the right way, and through whichever channel the customer chooses. That s why we ve designed our Customer Management portfolio to help you define, develop and deliver a great customer experience to your customers. And at the same time, it helps to bring down your cost-to-serve and to get as much value possible out of every customer interaction. Like all Amdocs CRM products, Amdocs Field Service is tightly integrated with the rest of the Amdocs CRM suite, which means your organization has a holistic view of all customer interactions. By seeing the whole picture, the information allows you to build closer more profitable customer relationships by providing them with the interaction experiences they expect, at the profits you need. Why Amdocs Field Service? Increase customer satisfaction by consistently meeting service commitments Protect revenue by making sure that you re not giving away services or parts for free Increase field service efficiency by dispatching the most appropriate field service technician, equipped with the right parts, to deliver the right level of service, and at the right cost Eliminate unnecessary field visits If you d like to find out more about Amdocs Field Service or the Amdocs Customer Management suite, including solutions, products, awards and what our customers have to say, please visit AMDOCS FIELD SERVICE 5

6 About Amdocs For 30 years, Amdocs has ensured service providers success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at Amdocs has offices, development and support centers worldwide, including sites in: THE AMERICAS: ASIA PACIFIC: EUROPE, MIDDLE EAST & AFRICA: BRAZIL AUSTRALIA Austria ISRAEL SPAIN CANADA CHINA CYPRUS kazakhstan SWEDEN COSTA RICA INDIA CZECH REPUBLIC THE NETHERLANDS UNITED KINGDOM MEXICO JAPAN FRANCE POLAND United Arab Emirates - Dubai UNITED STATES Philippines GERMANY RUSSIA Singapore IRELAND SOUTH AFRICA Taiwan THAILAND VIETNAM For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at Copyright Amdocs All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, Cramer and Qpass are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. Created 1/2012