What is Field Service Management software?

The bread and butter of Service Management, true service firms require Field Service Management software to function correctly. Field Service Management software is the utility that powers the delivery of service appointments—from informing systems about service-level agreement requirements, through appointment delivery, and including warranty and contract management.

Here are some of the key capabilities of field operations management:

• Service ticket management
• Pricing and billing
• SLA management
• Warranty management
• Performance management
• Knowledge management
• Repair management
• Asset management
• Mobile Field Service

Contact Center and Customer Engagement

Service excellence begins with getting your technician to their job, and that’s where planning and scheduling optimization comes in.Planning and Scheduling Optimization software is a tool that analyzes current conditions and creates the fastest, most effective schedule for your service team. 

Here are some of the key capabilities of Planning and Scheduling Optimization:

• Planning tools
• Real-time optimization
• Scheduling
• “What if?” Scenario Planning
• Enterprise resource management

Back office processes are changing at a dramatic rate for businesses of all sizes. Organizations are seeking to minimize repetitive processes, limit the number of branch offices, and ensure that the bulk of resources focus on the delivery of service. For businesses of all sizes, smart software has been the tool that has allowed them to bridge the gap. Contact Center and Customer Engagement software focuses on first-touch customer interactions, back office processes, and the ongoing cultivation of customer relationships.

Here are some of the key capabilities of Contact Center and Customer Engagement:

• Omni-channel contact center
• Telephone enhancements
• Chatbots and virtual assistants
• Customer service CRM
• Unified desktop support
• Customer self-service
• Remote Assistance

A key, but overlooked component of service delivery is ensuring that technicians arrive on-site with the right parts, are able to quickly manage repairs and returns, and that the whole of these applications can work in harmony with one another. Parts and Repair Management software allows businesses to catalog the locations and stock of service parts, and manage incoming and outgoing supply chain, depot activities, and third party stock utilization.

Here are some of the key capabilities of Parts and Repair Management:

• Parts Management
• Reverse Logistics
• Depot Management
• Contractor Management

FIELD SERVICE MANAGEMENT FAQ'S

• How to choose the right Field Service Management software?
• How can Field Service Management software save me time?