Service Management

Service Management

Overview

Connecting Field service work force to the business and customers for quick resolution of service calls is very critical for business sustainability and improved customer satisfaction. Enabling Field teams with mobility tools will improve the experience for Field Employees, Business and Customers, EFFORT Field Service Management provides with end-to-end visibility from issue allocation to resolution. It enables business disruptions and improve asset utilization significantly. EFFORT enables Mobile agents with ability to quickly view and record information on the go to resolve issues faster, with world class security, scalability and performance for mission-critical service operations. EFFORT helps transforming service into strategic engagements with customers that build loyalty and value.

Process

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Automatically / Manually assign service calls to field agent.

Automatically / Manually assign service calls to field agent.
Field agents gets all the service calls on mobile.

Field agents gets all the service calls on mobile.

Field agent visits service location.

Field agent visits service location.
Complete the service and complete all the reporting formalities and heads to the next call.

Complete the service and complete all the reporting formalities and heads to the next call.

Manger/Back office with real time updates from field can monitor and track the progress of service calls.

Manger/Back  office  with  real  time  updates  from  field  can  monitor  and  track  the progress of service calls.
Automatically / Manually assign service calls to field agent.

Automatically / Manually assign service calls to field agent.

Field agents gets all the service calls on mobile.

Field agents gets all the service calls on mobile.

Field agent visits service location.

Field agent visits service location.

Complete the service and complete all the reporting formalities and heads to the next call.

Complete the service and complete all the reporting formalities and heads to the next call.

Manger/Back  office  with  real  time  updates  from  field  can  monitor  and  track  the progress of service calls.

Manger/Back office with real time updates from field can monitor and track the progress of service calls.

Metrics

45%
Increased call allocation
90%
Increased TAT
80%
Customer Satisfaction

Benefits

  • Improved First Time Fix Rate
  • On time completion of Service Jobs
  • Improved Customer Satisfaction
  • Reduced operational cost
  • Increased employee productivity
  • Improved Visibility of Field Activities

Features

  • Map and calendar views of pending and completed service calls
  • Location and time-based monitoring of field operations
  • Configure multiple service call processes that fit any service organisation
  • All access and updates to service calls on Field employee’s mobile in offline mode
  • Offline assistant to provide reminders for reaching and completing service calls on time
  • Capture all kinds of structured data including Photos, Audios, Videos, Signatures and fingerprints
  • Access to Best practices, Manuals and reference guides with Knowledge base