Field Service Scheduling Software

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 field personnel

Feed parts availability and location information back into the field service scheduling process to ensure first time fixes

Find the right engineer for selected work orders based on territory or proximity

View alerts for work orders that are in jeopardy status

Make smarter job assignments with Advanced Technician Search to find technicians and engineers using multiple qualification criteria

Assign multiple technicians, engineers or service teams to a job/work order

Adjust work order criteria directly from the Dispatch Console

Set up pre-defined rules to automatically assign field workers based on skills, expertise levels, proximity to the job and driving distances to work orders

Bi-directional integration to desktop calendar tools like Microsoft Outlook

Out-of-the-box integration to Google Maps to view the locations of technicians and routes in real-time

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

Account for the technician or engineer’s entire day with event scheduling that breaks down each job by drive time, work time, breaks, etc.

World-class real-time scheduling optimization with the ability to receive & service requests from IoT enabled devices

Real-time optimization of your workforce scheduling in response to changing business conditions till dispatch threshold window is reached

Immediately re-optimizes schedules when high priority orders come in to take care of customer down, high value customer and emergency service

Automates schedule optimization, assigning each technician or engineer the optimum work orders to achieve your service goals

Schedule overnight stay for technicians when several consecutive work orders are in near proximity

Re-schedule customer appointments on-demand and promise arrival windows via ranked appointment booking

Designed with multiple industry verticals in mind to support many different optimization needs, including overtime, drive time, overall costs and SLA attainment

Optimize the schedules of both employees and partner resources in a single system

View optimized schedules on any mobile device — tablets, smartphones and laptops

Ability to support “Drip-Feed” scheduling, or the dynamic update of an engineer’s schedule after the current job is completed

Define Optimization Engine rules for hard constraints that need to followed, such as mandatory skills, and also for soft constraints that only need consideration

Seamless integration with a rich, interactive and highly configurable Dispatch Console on one screen

Ability to override automatic scheduling decisions as needed and manage only to exceptions – unresourced work, in-jeopardy work and schedule violations

Multi-skill technician matching:

• Eligibility criteria to narrow qualified engineers — visa, permit, certification
• Skill matrix-based matching of right engineer to right job — multiple skills and skill levels
• Get an engineer onsite ASAP — best-fit optimization on the nearest available qualified person
• Set mandatory, preferred, prohibited engineers as hard and soft constraints

Street Level Routing (SLR)– route optimization based street-level drive routes and drive time estimates

Pre-configured predictive metrics reports showing optimization projections for utilization, drive time, SLA and skill violations

Define service partner resources, personnel and availability to manage schedules and assign work orders to partners online

Allow partners’ teams to view work orders, inventories and entitlements, create time and material details, complete and debrief work in the field

Give partners insight into their operations and success with ServiceMax Reports & Dashboards

Collaborate using ServiceMax Collaboration and Knowledge for real-time communication on products, services, customers and prospects

Maintain different communities for multiple partners or enable role-based permissions to securely share information across partners