Field Service Management Software: Providing Assistance To Your Site Experts

The average cost of a field visit to an organization ranges from $50 to $100 depending on the nature of visit. Starting from installation to troubleshooting it includes follow up visits if required. With increasing digitization and the need to curtail field OPEX, organizations today are looking for solutions like field service management software to deliver an elevated CX while keeping support costs in control.

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Field Service Management Software: Providing Assistance To Your Site Experts

Challenges In Field Service Management Software

Lack of visual guidance

Lack of visual guidance

The field experts need visual guidance for individual support as well. Some of the field service management exercises are too extensive and elaborate to be carried out without a help desk. Absence of an expert behind a screen for conveying the minutes can result in despair.

Unavailability of trained experts

Unavailability of trained experts

It is important to match the demand with supply. Whenever a problem query requiring field expert’s services arises, it makes the urgent nature of the problem quite prominent thus requiring quick solutions under trained experts.

Increased costs

Increased costs

If contact center operations management is unable to ascertain the volumes of inbound calls, it shall definitely impact call distribution thereby affecting support allocation. Improper division of labor further shoots up the expenditure on field experts.

Prolonged queries

Prolonged queries

When the field executives are not properly equipped and trained, the queries are not perceived well thus extending the time taken for their resolution. Such prolonged queries reduce the FTR (First Time Resolution) scores and result in user churn as well.

Benefits of field service management software

With the use of visual support, time can be reduced thus helping agents solve complicated queries evading the requirement for field visit at times. Reduced visits render addition to revenue margins thus reducing overall visit expenses.

Reduce visit costs

When a field visit expert is well-versed with the procedure and is friendly with the equipment, a smooth, quick, timely solution can be provided. This reduces the total transaction time and helps in solving more issues in less time.

Faster transaction time

Training is an inevitable part of the field expert journey. Every expert should essentially be regularly trained with updated equipment, modern machinery, and recent product developments. Better training reduces training cost and maintains standardization.

Reduce training cost

When a field visit is carried out, the issue is explained and taken care of by the experts. Since the problem is noted and all required measures are taken on the spot with help of advanced AR and updated knowledge base, FTR is improved.

Improve FTR

Knowledge management as field service management software

Interactive augment reality software resolves complex queries and simplifies customer interactions through live camera via remote screen access in between agents and a series of questions accompanied by multi-choice type answers.  This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.

Interactive how to guides

It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.

Visual & tech support

Knowledge base of an organization is its entire data created and curated. A content management system with connected cloud repository of multiple devices to make information easily accessible across all touch-points lists the service and parts guides and catalogue digitally.

Digitized service manuals & parts checklist

Learning management system is a boon for the experts to learn specifics about product and the consumer behavior thus helping them fair better at communication with confident and persuasive tone delivering compact FCR resolutions through a single knowledge platform.

Unified knowledge repository

Personas affected by field service management

Field executives

Field executives

In a highly dynamic environment as that of retail on ground support facility is a must and requires a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.

Cluster head

Cluster head

The cluster head is responsible for providing essential support to the employees and prevent any churn owing to operational dysfunctions. The regional manager or the cluster head keep a check on activities and forward the report to higher authorities taking actions on local levels.

Customers

Customers

With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.

Field operations

Field operations

Role of operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here will be a customer lost from sale counter too.

Training and development

Training and development

The quality of the training material must be tested with time. Product refreshers are included and the support teams are made aware of vital changes. The feedback received is acted upon to keep the quality of service delivered positive.

CX heads

CX heads

Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident results in degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.

Digital team

Digital team

The digital team is responsible for arranging the digital migration of an organization. Basic functions like getting the information, updating a pass book, enquiring about current rates, etc can easily be delegated to kiosk machines. Automatic content targeting and dissemination too is a role undertaken by digital team.

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