In today's sophisticated service delivery market, many organizations manage uneven demand through the use of a network of contractors which can scale up, and down, in a way that is more cost effective than using salaried field service professionals.
However, in spite of the obvious benefits of making the service chain more elastic through contractor networks, this ability to more rapidly respond to demand peaks comes with challenges. Though a necessity for capacity expansion, service networks also are a potential obstacle to a standardized customer experience, and introduce management overhead for both the service provider and the contractor, and run the risk of dramatically decreasing a service provider's visibility into customer service.
ClickSoftware's Click Field Service Edge extends field service management beyond the internal workforce to give enterprise service providers and their contractors greater visibility and control over the service the end customer receives. This capability presents the enterprise service provider as the single face of service to the consumer (from appointments, to status updates, through completion) for brand and service consistency, while leveraging the service capacity elasticity provided by their contractors.
Provide contractors with solutions
With Click Field Service Edge, service providers are able to increase capacity and provide their contractors with a solution without a high barrier to entry. The solution:
As a result, ClickSoftware's ability to support the extended field service management ecosystem brings benefits for all of the stakeholders: