USE CASE GUIDE Ensuring field service management Self-schedule appointments Allow customers to choose optimization and safety service appointments at their convenience. 4 Customer satisfaction has become a key metric by which field service is measured. That rating can be improved by fixing issues quickly and in one visit. While this seems Automatically assign work straightforward, about 24% of field service calls require at least one follow up visit to Consider skills, parts, and complete. This can happen because the technician didn’t have the right information, availability to automatically skills, or equipment to complete the work. assign work to the best technician for the job. Ensuring safety in this new world is also of utmost importance. The technician needs to be sure of providing careful service with all health regulations and the customer Get mobile access to work orders needs to feel secure in who is coming out to help them. View the apointment location, In addition, customers want the convenience of requesting and tracking service assets, knowledge articles, and without needing to phone customer service. But in a recent Gartner report, only 39% more in a native mobile app to of field service providers said they offered a customer portal to make service always have access to necessary requests. Because Field Service Management integrates with Customer Service information. Optimize the day’s Management, customers can leverage the same self-service portal they use to schedule to minimize travel, access knowledge base articles or raise new cases to schedule field service visits. track part usage, and complete Bank manager George has been informed of some issues with his bank’s ATMs that checklists easily. he believes should be solved by the most recent firmware upgrade. He logs into the customer support portal for the ATM vendor and selects firmware upgrade from the Keep the technician and service catalog, which displays a host of self-service options for him to choose from. customer safe ® Field Service Management integrates with ServiceNow Asset Management, Technicians can be reminded of meaning the ATM vendor is able to track which ATM models are at George’s branch health requirements and validate location and display a list for him to select from. Once he identifies the specific ATMs that they have the proper safety that require the upgrade, he is shown a list of available appointments for a equipment to complete the task. technician to perform the work. Monitor technician progress Managers and dispatchers can track SLAs and team performance with reporting and dashboards. Improve technician efficiency and customer satisfaction. Customers can self-schedule service appointments in the customer portal. 4. https://www.昀椀eldtechnologiesonline.com/doc/ask-the-board-what-is-the-metric-by-which-you- measure-昀椀eld-service-success-0001 9