“OK” field service operations isn’t enough nor acceptable anymore. Customers expect exceptional and the pressure on Field Service Management to deliver it is intense. In a world where every organisation is facing unprecedented complexity and change, field service teams must respond faster, deliver exceptional and personalised customer experiences – all at lower costs that flex with needs.
Today, there’s more pressure on field service management to deliver deeper cuts in costs, greater performances and respond faster than ever before. Many teams, particularly the smaller ones, are struggling to keep up and deliver the exceptional customer experiences as well as scale and innovate.
By 2020 customer experience is set to overtake price & product as a key brand differentiator
HSO 2019
of organisations still using manual service management methods – Service Power
of UK small & medium businesses plan to outsource part of their operations in 2020. – YOUGOV 2020
of the time, key resources and information for field technicians is missing Finances Online
of companies don’t feel they have the necessary skills to turn the vast quantity of data they have into useful insight. – OnePoint
Field Service Management (FSM) process is simple and essential in purpose and structure but scratch the surface and you will find a complex world of part-automation and manual processes in almost every field service and customer support operation.
Create work orders from case (& end-user), project tasks, maintenance plans or in real time while monitoring device or service disruptions.
Inefficient handling of requests & cases, inability to meet SLAs, missing information & errors, limitations with communications or monitoring
Track parts available in your inventory or transfer part from available location.
No receipting process or weak processes, part delivery, errors, rejects, incorrect processes used, questions & queries handling
Assign the work and necessary task information to your agents based on their work & capabilities.
Missing information, skills & availability, workflow & exceptions, peaks or troughs, query handling, third party management
Navigate the site, communicate with customers, get help/ knowledge, complete the work and get customer sign-off.
Tracking & approval failures, errors, complaints processes, procedures, documentation, compliance, backlogs, lack of 24/7 or proactive capacity
Analyse data & track progress of field service operations against set goals using performance analytics & reporting.
Lack of real time visibility of status & performance vs SLAs, manual processes
Field Service scheduling & management teams are struggling with a growing list of challenges, manual tasks, customer demands & exceptions.
Here’s some key signs your FSM is struggling and needs support.
Our next generation service desks can help service providers respond faster, cut operating overheads whilst improving revenues, customer experiences as well as giving businesses back the control, visibility and competitive advantage they need.
To find out more about the Benefits of Outsourced Field Service Management, click here.
We can help you improve your field service management and delivery, reduce operating costs, innovate, de-risk as well as scale up or down faster:
Outsourced Field Service Management
We deliver effective management, coordination and optimisation of your field based workforce to extend your operations or deliver the entire process or resource
Exceptional Customer Service & Support
Beyond but linked to Field Service Management, we can transform your Customer Service & support capabilities with a broad set of services & solutions to deliver exceptional customer experiences
Digitise & Automate Field Service….
Digital Processes & Signatures, Data Capture, Task Automation, Multi-channel comms, AR Tools, Process/ Service Intelligence & Dashboards
We have a 35 year track record of success & expertise in the delivery of customer facing operations, Field service operations as well as process management & automation
Accredited end to end expertise from Business Process Analysts, Service Architects and Project Managers, through to Implementation Engineers, Software developers, Multi-tiered Service & Support Desks.
We are independent. We have our own world class service delivery operation in Europe and partner with the leading Service Management & Process automation technology providers on the market– such as ServiceNow, Microsoft, Hyland, Kofax, Opentext. Based on this we also have our own Hybrid Automation as a Service platform
A robust approach to transformation based on partnership and supporting every step of the journey from creating a vision and plan through to project managed development, implementation, transition as well as continuous improvement and support.
For these reasons and more, ProcessFlows should be your trusted partner to support your business transformation.
Find out more by clicking here.
We offer no-obligation consultations and business cases to help you identify the right approach to Field Service Management for your organisation. To find out more or to book a consultation, please call +44 (0)1962 835053, email enquiries@processflows.co.uk, or fill in the form below.
Pass the Keys use outsourced services to support their business needs and deliver exceptional and flexible business and customer operations.
Print Partner Webinar: Addressing the print-only market space – start the journey with your customer and grow/ Date: 05. 08. 2021
ProcessFlows transition to Konica Minolta – FAQ
/in News & Insights /by ProcessFlowsHere is a simple Frequently Asked Questions page to assist you regarding the transfer of ProcessFlows business activities to Konica Minolta Business Solutions (UK) Limited .