With operators facing intense competition for customers and pressure to reduce costs one solution that can improve the service delivery channel is Field Service Automation (FSA) whilst also providing the additional benefit of boosting customer satisfaction and loyalty. If your organization suffers from disjointed communication with field service staff, over/under-scheduled resources and under-skilled technicians then you may very well want to consider an FSA solution. Note you should employ a universal technician model so that a technician can install all services and ensure that the components of the Home Area Network (HAN) reduce further truck roles when the customer request additional services.
Back to FSA
At a basic level an FSA solution should provide the following features:
- Cross-Platform Mobile Technician Application that can work offline
- Intelligent Route Optimization
- GPS enabled
- Easy to Use scheduling and dispatch (Alerts and escalation workflow)
- Service Management features for contracts, parts/inventory and assets
- Seamless integration of mobile into a back office application
- Inspection capabilities
- Service reporting and analysis capabilities (e.g.: time tracking, job status updates)
Most providers either have an FSA solution implemented or are well on the way to implementing same. However, as with anything the right tool needs to be selected for the job as there are many vendors in this space, but the key is to ensure the chosen FSA solution can integrate with your operations support systems/business support systems (OSS/BSS) to provide the stated return on investment (ROI). What product does your company use?
This is interesting. I'm not familiar with FSA, yet I would like to know more about how its' use would benefit customers.
ReplyDeleteSo it have FSA and still when you call these providers the technician never on time lol.
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