Lost carbon copies, illegible handwriting and unclear expectations of the service to be performed can cause huge headaches for you and your customers. Ensure that you fulfill Service Level Agreement (SLA) commitments and keep your customers loyal and delighted. ServiceMax enables you to manage field service teams and their territories, and the corresponding field activities for both break/fix and preventive maintenance scenarios.
Manage the creation, assignment, execution, closure and debrief of field work orders internally, and across your partner service teams. Now you can be confident that your field team utilization is the highest it can be, manage and monitor service requests to ensure that they are resolved within SLA commitments, and delight customers to drive new revenue opportunities.
BENEFITS
- Eliminate paperwork
- Maximize the productivity of your field service teams (including service partners)
- Reduce confusion about the work to be performed
- Reduce billing errors
- Speed collections and reduce days sales outstanding
- Reduce costs by more accurately tracking technician time, parts and labor expenses
- Maintain visibility and ownership of your customer relationships through the entire service delivery process to maximize customer delight
- Reduce SLA commitment violations
- Minimize operational costs by empowering your customers and partners with real-time work order status updates
- Improve service delivery by analyzing trends and gaining insight on overall time and parts consumption, service history, root cause and failure analysis and much more
FEATURES
- Define, view and track service teams, partner service teams and corresponding territories
- Empower technicians and partner technicians to create, assign, update and debrief a field work order
- Manage the work order process for both break/fix and preventive maintenance scenarios
- Empower technicians to access and update their work orders from mobile devices, whether they are on or offline
- Generate estimates and quotes
- Capture actual time and expense items and generate service reports or pro-forma invoices for customer signature, reducing confusion and avoiding costly billing errors
- Provide real-time SLA counters on the work order to heighten awareness of potential violations
- Design and update work order processes using drag-and- drop via our Infinity Framework, speeding initial deployment and easing the process for ongoing changes to workflow
- Dynamically guide field technicians and partners through workflows, ensuring consistent and best practice-driven service quality on every visit, while reducing training requirements
- Empower customers to obtain status or create their work orders from the customer portal
- Empower customer service to manage and analyze the entire problem to resolution path including customer description of the problem, root cause analysis data, failure data and the fix data in one centralized location
- Generate insightful reports and dashboards on work order data including the team’s service history, overall parts usage and time consumed, and failure analysis reports
Advanced Scheduling
Assigning jobs to your field service technicians can be a complex operation. Are your most valuable customers prioritized, or is the squeakiest wheel eating up your valuable resources? To ensure high efficiency while maintaining customer delight, you need to:
- Ensure that the right job is assigned to the most appropriately skilled technician(s)
- Ensure that the technicians do not have overbooked or infeasible schedules
- Ensure customers’ appointment time windows are adhered to
- Ensure that your technicians work more and travel less
- Ensure that the schedule is efficient as possible without negatively impacting resolution times or customer satisfaction
- Ensure that priority customers receive attention first
ServiceMax’s advanced scheduling capabilities boast an exceptional user interface to manage manual, interactive and even fully automatic scheduling processes. Manage the schedules of both your own employees and your partner- employed technicians. By leveraging our intuitive, drag-and- drop dispatch console, you can assign and setup schedules for multiple work orders simultaneously. Increase first time fix rates and reduce mean time to repair by quickly dispatching the right technician to the job.
BENEFITS
- Improve the efficiency of your dispatch operations
- Increase first time fix rates and customer satisfaction
- Increase technician utilization rates by decreasing windshield time, and increasing wrench time
- Meet customer SLA commitments efficiently and on time
- Leverage your service partners more effectively to reduce costs and improve service delivery
FEATURES
- Empower your dispatcher with our rich, interactive and highly configurable dispatch console
- View work order lists based on users query criteria like unassigned, assigned, high priority, etc.
- Drag-and-drop work order assignments to technicians
- Find the right technician for selected work orders based on territory or proximity
- Set up pre-defined rules to automatically assign technicians based on skills, expertise levels, proximity to the job and driving distances to work orders
- Geographically view the locations of technicians and current routes in real-time in our map display
- Automatically dispatch and assign work orders to service partner resources based on pre-defined partnership terms
- Prioritize assignments based on customer priority, part availability, or service request priority
OptiMax Workforce Optimization
Talented and informed dispatchers work wonders with the daily schedule – mentally balancing technician locations, skill sets, expertise, priority customers, and situation severity with ease. But what happens when there are 100 techs to manage, or 1000 or 10,000? As complexity rises, we humans need a bit of assistance – that’s where OptiMax comes in.
OptiMax from ServiceMax is an automated scheduling, workforce optimization and dispatch solution, delivered in the cloud as part of ServiceMax’s complete field service solution. Workforce optimization frees organizations from people-heavy, manual dispatch processes and delivers an optimized schedule based on the rules you prioritize. Dramatically improve the efficiency of your scheduling and dispatch operations, cut costs and enable your technicians to perform more jobs each day.
BENEFITS
- Increase first time fix rates by sending the right tech for the right job with the right parts
- Grow service revenue and profitability by completing more jobs per day
- Increase technician utilization rates with intelligent, automated dispatch
- Improve customer satisfaction with multi-skill technician matching, on time arrivals and quick resolution times
- Free dispatchers to focus only on exceptions; manage larger teams effectively with fewer dispatchers
- Increase technician utilization and reduce costs and overtime by optimizing for driving distances and fuel consumption
- Increase effectiveness throughout the service delivery chain, not just increased efficiency
FEATURES
- World-class optimization that is part of a complete field service suite
- Automate scheduled optimization, assigning each technician the optimum work orders to achieve service goals
- Optimize the schedules of both employees and partner resources in a single system
- View optimized schedules on virtually any mobile device – tablets, smartphones, laptops – via our HTML5 interface
- Intra-day scheduling to accommodate high priority, low lead-time work orders and to plan for additional emergencies or new service requests
- Support global networks in multiple languages
- Ability to override automatic scheduling decisions as needed
- Multi-skill technician matching engine:
- Eligibility criteria to narrow qualified techs – visa, permit, certification
- Skill matrix-based matching of right tech to right job – multiple skills and skill levels
- Expedited handling of high priority jobs
- Setup system to react to high priority orders as they come in – customer down, high value customer, emergency service
- Get a tech onsite ASAP - best-fit optimization on the nearest available qualified tech
- Street Level Routing (SLR)
- Route optimization based street-level drive routes
- Drive time computation based on true drive times
Resources
ServiceMax Datasheet
OptiMax Datasheet
Aberdeen Group Field Service 2012 White Paper: The Right Technician
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White Paper: Top 5 Tips to Increase Technician Utilization