ServiceMax met Tandem’s field service management needs: it had the main field service functionality, a customer experience management mentality, a strong job costing capability (for home insurance specifically), and was asset-centric, which was key.
“Remember, you’re not just managing people in the field, you’re managing someone’s assets,” Yilmaz noted.
Tandem required a solution that was dynamic and flexible. They know that field service can be tied to seasons and the demand for field service work is dependant on factors that include weather trends and catastrophic events. They needed a way to keep their workforce engaged and allow for diversification.
With ServiceMax’s solution, Tandem filters service work based on certain criteria like skill, region, performance rating, and sends out job opportunities to a finite list of workers, who can then express interest. They understand how the gig economy is suited for service and how it can be successfully used for their large subcontractor workforce.
Today, Tandem often connects with their technicians via ServiceMax Go, the Field Service App. “As soon as we heard about the latest mobile app, we wanted it. We strive to be leaders – we want to try a product before it is about to go GA.” With a work order process that comes complete with scheduling, work estimates, checklists, troubleshooting, and work order debrief, over 1,000 of Tandem’s contractors can do more from the palm of their hand.
When asked about the tool, one of Tandem’s technicians shared, “This is an amazing application. ServiceMax just saved me 20 minutes on each ticket of work.”