Best Practices for Field Service Operations
Mobile Field Services 6
For field service technicians, getting the job done right means having the resources to complete their work correctly the first time and avoid logistical complications. Organizations that provide repair, maintenance, and other field-based services are being held accountable for the management of critical facilities information and are seeking ways to improve efficiency for the bottom line. Business practices such as, paper-based work orders and pedestrian knowledge are unsustainable in today’s corporate workplace. Executives and managers demand timely access to facility information as well as accountability from the workers that provide work on assets, property and overall facility management functions. Due to this, workplace managers must incorporate new processes into the operational workflow creating a need for an integrated business model. Establishing connection with your field service team is imperative to consistently deliver a culture of exceptional service across your company. Field Service Management (FSM) is a system for coordinating field operations through a mobile workforce. Elementarily, this entails scheduling service orders, dispatching agents, and tracking vehicle locations and job status. This is prevalent in numerous industries, but particularly those that employ mobile agents or contractors, such as waste management, automobiles, energy & utilities, telecommunications, public sector transportation, and even in-home healthcare. Organizations that use FSM software have seen an increase in jobs completed per day as high as 47 percent, which represents strong improvement in job efficiency. Service companies can leverage FSM to add value and cut costs in several other key areas: Visibility and workforce management: With mobile tracking capabilities keeping fleet managers and customer service reps updated on vehicle locations and job statuses. This enables better accountability and helps teams manage unexpected delays or problems. Better manage contractors: Due to increased competition, high customer demands, and managing workforce, many companies choose to farm out their field service to independent contractors. Even so, working through contractors creates an additional degree of separation between your brand and your customers. FSM software lets you maintain real-time control of order scheduling, time tracking, and field assets so you can ensure customers receive the service they expect inside the promised window of time. Faster first-time job success: To do their best work, your workers need on-the-job access to trade tools, back-end systems, and knowledge resources. Through a mobile FSM app, they can access diagnostic tools, manuals, and schematics that help them do the job right the first time. Better accounting and data entry: Paper-based reporting methods create more opportunities for error through redundant data entry, or even dishonesty. An FSM solution lets your field agents record job data, log hours, and complete proofs of service while they’re still in the field. Real-time, digital collection means improved accuracy and security for future audits. Lower fuel costs: Through route optimization and dynamic scheduling, service companies can drastically cut drive distances and fuel consumption.
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Empower technicians on the go with mobiles Service order amongst the field service management network provides customers with end to end visibility from issue to resolution. You avoid business disruptions and improve asset utilization significantly with planned maintenance. Mobile enabled agents can quickly view and record information on the go to resolve issues faster. Drive improved visibility and information on the field, via out of the box, configurable and customizable mobile applications that have access to information anytime, anywhere to connect mobile workers with the back office, customers and equipment in real time. Going mobile enables you to share accurate information throughout the business in real time, at the same time ensuring compliance of work performed and manager the workers to improve first time fix rates through improves job knowledge. Also, protect revenue by documenting additional work done on site, the supervisors are fully informed about task progress, technician location and work performance allowing them to react if hons are at risk. Global industry is run on constantly evolving technology and companies are challenged to remain ahead of the learning curve. Arming your sales team and field service organization with training, technology and tools to access the best information will propel your company into the future. Whether it’s through a phone or iPad application, video conferencing system or cloud administration platform, your team of agents should be a click away from necessary, targeted and actionable information always. Most companies start with a bring your own device (BYOD) strategy, letting techs use whatever mobile device they want to access corporate content via browsers. With a series of incremental investments, you can make major improvements to mobile productivity by standardizing devices and, ultimately, using mobile applications that boost usability. As a Field Service manager, there are two factors when it comes to servicing customers - not only do you need to improve service delivery and the service experience, you also need to efficiently manage the work tasks performed across multiple locations by a finite field services team. And, in many ways, the latter helps to influence the former. Enterprises around the world use mobile applications for a variety of purposes - from simplifying processes, to enhancing collaboration between workers and managing options for data entry. When it comes to areas that can benefit from mobile apps, experts working in the field services industry may be number one on the list
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Resolve service issues with Innovapptive’s mServiceOrder and develop customer trust Innovapptive mServiceOrder App, ensures highest levels of efficiency from your technicians and engineers, while simultaneously impressing and delighting your customers. As a Field Service manager, there are two factors when it comes to servicing customers - not only do you need to improve service delivery and the service experience, you also need to efficiently manage the work tasks performed across multiple locations by a finite field services team. And, in many ways, the latter helps to influence the former. The solution comes with all the field-ready functionality you need to improve field productivity with any device. Designed from the ground up with field technicians and engineers in mind, it provides a refined interface, consistent access and targeted service workflows regardless of internet connectivity. The mServiceOrder mobile solution empowers field service technicians to successfully complete service orders, present service reports for customer signature, provide availability of parts and products in the field and much more. It is an SAP certified solution and is designed for customers who use the SAP ECC-CS (Customer Service) module or SAP CRM. It helps to: Enable quick response to service calls by receiving work orders or inspection orders directly on the mobile device. Automate processes to help eliminate manual tasks, redundant data entry, and unnecessary paperwork. Configure the mobile solution to use predefined business rules and forms. Connect to your SAP enterprise data sources through a seamless and configurable end-user interface. Build a knowledge-base by ensuring historical work information and know how it doesn’t escape the organization as someone's personal data bank by recording all events and work tasks at the point of activity. With the market's leading mobile synchronization capabilities, mServiceOrder keeps technicians and engineers productive with just the right amount and type of data to complete a full-service order process from time and materials lookups, entry, signature capture and service report creation.
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Watch mServiceOrder (Mobile Service Order Solution ) in Action
The mServiceOrder mobile solution from Innovapptive comes with all the field-ready functionality you need to improve field productivity with any device. Designed from the ground up with field technicians and engineers in mind, it provides a refined interface, consistent access and targeted service workflows regardless of internet connectivity. The mServiceOrder mobile solution empowers field service technicians to successfully complete service orders, present service reports for customer signature, provide availability of parts and products in the field and much more. The mServiceOrder mobile solution is an SAP Certified solution and is designed for customers who use the SAP ECC-CS (Customer Service) module or SAP CRM. |4
© 2017 Innovapptive Inc. All Rights Reserved. Proprietary and confidential information | www.innovapptive.com
mServiceOrder Business Benefits Boost productivity by streamlining communications and eliminating paperwork. Get real-time visibility into work status, technician location, and financial performance. Cut costs by reducing administrative overhead and non-productive working times. Improve response and decision-making in the field Raise customer satisfaction by improving first-time resolution and ensuring SLA compliance. Improve revenue by capturing accurate on-site data and shortening billing cycles.
A mobile optimized interface for field service technicians. Like all field service applications, Field Service Automation includes a mobile interface designed for busy field service technicians to quickly view and record information. From their smartphones and tablets, field service technicians can accept tasks, reject tasks, track travel time, track work time, and drill down into the information they need about their scheduled tasks. Reports and dashboards can be easily customized to gain real-time insight into utilization, capacity, the end-users and locations requesting work, and key field service management metrics. A simple and flexible reporting engine allows users to quickly generate and save reports directly from a list of records. Users can right click within a list to generate bar charts and pie charts for instant analysis. They can also define their own personal dashboards by simply dragging and dropping the gauges and reports they need to highlight the most important information. It can also be integrated with ServiceNow IT Cost Management to track and better manage the costs of field services, including inventory and travel expenses. Meeting the expectations of today's well-informed customers requires that you simplify field service operations. This calls for timely, detailed customer insights you can use to connect the right resources with the right parts at the right time to address customer issues on initial service visits. You also need to train your workforce in ways that enhances performance and optimizes service operations while reducing costs.
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RACE™ - Rapid App Configurator Engine toolkit Innovapptive’s Rapid App Configurator Engine (RACE™) powered by the SAP HANA Cloud Platform with embedded licenses allow our customers to accelerate and execute their SAP Enterprise mobile strategy, while benefiting from a compelling ROI. RACE sits on the SAP Netweaver Gateway and works as the backend that lets you activate or deactivate specific transactions, add or remove data fields, map custom fields and much more with simple clicks pertaining to any app that you want to customize. The net result is you have an app with a customized UI ready, that perfectly matches your business requirements. And the best part is you need not change a bit of the code. This simplicity in customizing SAP mobile solutions provides a strong value proposition and dramatically improves the overall TCO and ROI, thereby enhancing the overall customer experience to the next level. It also: Drastically decreases implementation timelines and cost. Minimizes on-going support and maintenance costs. 8-10% direct cost savings through enhanced productivity. Eliminates the need to hire additional skill sets (Mobile UI/UX designer, iOS, Android or Appcelerator developer). 40% rise in productivity to drive higher operational efficiency. Receives OS upgraded versions for iOS, Android, Windows, etc. at no additional cost.
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For more information To learn more about Innovapptive’s mPower™ App Suite, Enterprise Mobility Strategy and Consulting, Rapid Deployment Solutions and Custom Development Services, contact your Innovapptive sales representative, visit us at www.innovapptive.com or you can email Innovapptive directly at
[email protected]
About Innovapptive Innovapptive, is the fastest growing enterprise mobile and user experience (UX) solution company and is an industry leader among rapid mobile application development (RMAD) solution providers. Innovapptive's Rapid App Configurator Engine (RACE) technology redefines traditional approaches to digitize the enterprise and is empowering organizations to rapidly deliver ready to run mobile apps across lines of business and industry verticals. Innovapptive's portfolio of over 100 mobile solutions run across a wide array of devices and systems and is creating a connected enterprise across employees, customers and suppliers. Innovapptive was named a 2016 SAP Pinnacle Award Winner and has won this recognition three years in a row. Most recently, CIOReview also named Innovapptive as the "Top 20 most promising SAP Solution Providers". Today, some of the world's largest brands run Innovapptive technology and software.
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