Field service automation for visibility and operational control of the field workforce
A service provider’s journey to improve field service efficiency typically begins with gaining visibility and operational control of service operations and the associated costs. ClickSoftware's Starter edition of Field Service Edge is ideal for organizations looking for an intuitive way to manage field resources’ calendars and availability, and ensure that the right resources with the right skills are being dispatched to the right places. Organizations set appropriate scheduling rules and parameters, and dispatchers are alerted if jobs have been scheduled in a way that conflicts with business policies or objectives. CFSE Starter Edition consists of the Dispatch Center – described in detail below.
Intelligent Field Service Management that elevates customer experience and improves operational efficiency
Organizations that require an agile field service management solution that not only enhances customer process efficiencies but also delivers field service cost reductions through intelligent automation should consider CFSE Professional Edition. CFSE Professional Edition addresses a variety of service scenarios that involve customer facing work performed by individual field service professionals. CFSE Professional Edition includes powerful, intelligent, automated scheduling capabilities – ensuring field service operations are optimized according to a wide range of business goals – and dispatch capabilities to support efficient customer interactions.
Field service optimization for long-cycle work and mixed service businesses
CFSE Ultimate Edition serves the needs of organizations that offer varied types of services, ranging from routine operational tasks through to highly sophisticated service engagements involving multiple personnel over longer periods of time. From short duration tasks to long-cycle work typical of asset maintenance or construction, and from individual field service professionals to teams and crews, CFSE Ultimate Edition empowers field service organizations to support different business lines with diverse needs within a single solution.CFSE Ultimate Edition contains the Dispatch Center, Schedule Optimization, and Long Cycle Work.
The Dispatch Center provides visibility and operational control of field service operations. Dispatchers manage field resources’ skills and availability, receive work from a variety of back end systems and assign work accordingly.
When unexpected events arise, dispatchers receive alerts, identify qualified candidates on a Google Maps interface and assign the nearest technician with the right skills to the job site. If there is a shortage of resources in one area, schedulers can shift resources around to ensure appropriate coverage of the incoming jobs. Pre-configured business rules, which can be unique to each line of business, region, or district, ensure dispatchers are presented with the optimal choices regarding resource allocation.
On the day of service, every organization has its own set of challenges: an unexpected, high priority job comes in, a mobile worker is taken ill, or a customer is not home when they said they would be. A true measure of superb service is how efficiently and effectively organizations adapt to the changing dynamics inherent in their industry. To guarantee your mobile workforce will positively represent your brand in front of the customer, it is imperative that the right worker with the right skills, parts and equipment gets to the right customer at the right time.
ClickSoftware’s Schedule Optimization looks across many thousands of jobs, resources and locations simultaneously, and automatically produces the best possible schedule for your business; leveraging over twenty years of developing decision-making algorithms, service best practices and artificial intelligence. This capability enables customer service representatives offer appointment times that are convenient for both the customer and the business, and automatically realigns resources and reshuffles jobs to meet work demands and customer commitments. Taking into account the unique rules, objectives, and key performance indicators of your business, ClickSoftware enables you to strike the right balance between delivering superior customer service, and keeping operational costs in check.
For service providers, tracking projects that take days, weeks or months to complete is not an easy feat. Long cycle work often involves multiple resources, and multiple dependencies in terms of the necessary sequencing of specific tasks. With the ability to manage long cycle work in Click Field Service Edge, schedulers and dispatchers have a monthly schedule view that displays capacity usage per resource. They can easily drill down to see a single day view for more detailed information. With Click Field Service Edge, long cycle and short cycle work are managed and scheduled in one solution, giving service providers the ability to share resources between lines of business, further increasing the productivity and efficiency of the service organization.
ClickSoftware’s enterprise mobility capabilities meet the needs of a variety of field operations users. Mobile application development tools enable IT teams and Systems Integrators to respond to business requirements with great agility, providing rapid business value. Out-of-the-box capabilities include job dispatch, work compliance, health and safety procedures, automated time reporting, field worker knowledge, upsell, automated navigation, and more. HTML5-based but also leveraging native capabilities, and offering a responsive UI, ClickSoftware’s mobile platform supports all major mobile operating systems and includes a development studio with a visual forms editor to enable highly tailored applications.
ClickSoftware’s workforce mobility solution includes wizard-driven completion based on pre-defined workflows and mandatory information and automatically captures many details so that they don’t have to be entered manually by the field service professional. Timesheets and parts usage are automatically tracked, so the timeliness and accuracy of this information gives a real-time view of operational status – even as the cost of gathering the information is minimized.
ClickSoftware’s Customer Engagement Module offers end-customers multiple interaction channels with their service provider without the need to install a separate application on their device. Customers receive notifications and estimated arrival times, and can reschedule appointments, provide additional context to the service provider, see the mobile worker’s location relative to their location, and provide feedback via an automated survey immediately after service delivery. The Customer Engagement Module extends ClickSoftware’s role in the service chain directly to the customer through interactive, bi-directional communications.
This module enables service providers to enhance the customer experience, offering customers multiple and modern channels to engage, including text and / or email. From the moment the customer has a need for service, to the time immediately following completion of the work, the customer feels in control of the service process. Calls to the call center, particularly those inquiring about the whereabouts of the service technician, are greatly reduced since questions that were once a heavy burden on the agents can now be answered by the customers themselves through their preferred communication channels - mobile and web. Additionally, armed with all the information they need ahead of time, and able to communicate with the customer more easily in advance, mobile workers increase job completion rates and first time fix percentages.
Contractor Management provides an end-to-end solution for managing third party workforces from planning through to scheduling and execution. Contractor Management extends Service Edge beyond the internal workforce to give service providers, and their contractors, greater visibility and control over the service the end-customer receives. This capability presents the service provider as the single face of service to the customer (from appointments, to status updates, through completion) for brand and service consistency, while leveraging the service capacity elasticity provided by their contractors.
Service providers are constantly looking for ways to improve the predictability of their business. With the help of schedule optimization, mobility and analytics, most organizations have a handle on the necessary staffing levels to maintain business as usual. But few service organizations are performing capacity planning, or they are doing it in a way that is disconnected from work in the schedule, and real-time availability of resources. This jeopardizes effective resource utilization and SLA commitments.
Capacity Planning for Service Edge streamlines planning and operational business processes such as scheduling and demand forecasting. The solution enables planners to look ahead and identify areas at risk of under or over-utilization, and take action that improves business performance. Planners and managers have greater control to optimize, align and scale tactical and execution decisions across the service organization. Capacity planning improves the productivity and efficiency of field service by ensuring balanced resource utilization and SLA compliance.
ClickSoftware’s Machine Learning capabilities combine historical data with external sources to automatically provide increasingly accurate predictions of important metrics (such as the duration of tasks) that have a material impact on key service business decisions. By seamlessly incorporating artificial intelligence into field service management service processes , organizations are able to benefit from more accurate resource plans, schedules, and increased customer satisfaction.
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