By Rodney Repullo, CEO of Magic Software Brasil
Companies face many difficulties in managing the fieldwork of their teams, in response to various operational demands. Be it in customer support or in the execution of services for the delivery of a new product. However, when calls are managed correctly, external services are converted from an expense center to a revenue center.
Optimizing fieldwork processes requires well-executed systems integration to allow automation of the applications and operational processes involved to reduce redundant tasks and make field personnel much more efficient and happy with their work.
Unnecessary technical visits can be avoided
When technicians are at a customer for regular preventive maintenance, you can take advantage of this team performing a task on other equipment, for example. For this it is necessary to have preventive maintenance activities well planned and this is possible when integrating corporate ERP or CRM systems with a field service management system (Field Service Management - FSM). Many unnecessary future visits can be avoided, saving time and good money.
Another way to do this is to ensure that technicians have everything they need to get the job done, including parts and materials and all the appropriate service procedures for each task. All of this information requires updated customer data, equipment inventory records, personnel files and finances.
In addition, service managers can access mobile applications to make the best use of time in the field while their teams are at the customer. Mobile apps help speed work estimates, service approvals, order processing and payment. To provide this functionality, an FSM application needs to run on mobile devices and integrate with back-end systems, including warehouse, inventory, customer and ERP management.
Automating Service Order processes
Systems integration can also help you manage service orders (OS) more efficiently and reduce the time needed to solve customer problems. Service managers can, for example, eliminate the need for retyping, which is time consuming and prone to errors in different systems.
By completely eliminating manual data entry, service management is improved because errors are minimized. The IoT can help in this process: a machine enabled for the Internet of Things can detect a malfunction and automatically generate an OS. The APIs allow you to integrate the equipment with any device. In turn, an integration bus can facilitate, manage the entire service environment, its performers and beneficiary. The entire collection process can also be integrated into the service order management system, including the billing, inventory and ERP system.
Gartner: 80% of organizations with more than 75 field technicians will lose 20% of efficiency gains
The transformation of the field service departments into a revenue center depends on the integration of the systems and is highly advantageous. To get an idea of this scenario, Gartner's Magic Quadrant for Field Service Management report predicts that, over the next five years, 80% of organizations with more than 75 field technicians will lose 20% of efficiency gains because they will not have fully integrated or deployed their systems. Despite the advantages listed by Gartner, there are still many companies that have not started or completed this process.
These are just some of the ways that system integration can increase the quality of customer service by turning your field service center into a revenue channel. Automating field service, every step along the way, can be the key to providing excellent customer service and creating a competitive advantage that results in improved loyalty and profitability.
Optimizing fieldwork processes requires well-executed systems integration to allow automation of the applications and operational processes involved to reduce redundant tasks and make field personnel much more efficient and happy with their work.
Unnecessary technical visits can be avoided
When technicians are at a customer for regular preventive maintenance, you can take advantage of this team performing a task on other equipment, for example. For this it is necessary to have preventive maintenance activities well planned and this is possible when integrating corporate ERP or CRM systems with a field service management system (Field Service Management - FSM). Many unnecessary future visits can be avoided, saving time and good money.
Another way to do this is to ensure that technicians have everything they need to get the job done, including parts and materials and all the appropriate service procedures for each task. All of this information requires updated customer data, equipment inventory records, personnel files and finances.
In addition, service managers can access mobile applications to make the best use of time in the field while their teams are at the customer. Mobile apps help speed work estimates, service approvals, order processing and payment. To provide this functionality, an FSM application needs to run on mobile devices and integrate with back-end systems, including warehouse, inventory, customer and ERP management.
Automating Service Order processes
Systems integration can also help you manage service orders (OS) more efficiently and reduce the time needed to solve customer problems. Service managers can, for example, eliminate the need for retyping, which is time consuming and prone to errors in different systems.
By completely eliminating manual data entry, service management is improved because errors are minimized. The IoT can help in this process: a machine enabled for the Internet of Things can detect a malfunction and automatically generate an OS. The APIs allow you to integrate the equipment with any device. In turn, an integration bus can facilitate, manage the entire service environment, its performers and beneficiary. The entire collection process can also be integrated into the service order management system, including the billing, inventory and ERP system.
Gartner: 80% of organizations with more than 75 field technicians will lose 20% of efficiency gains
The transformation of the field service departments into a revenue center depends on the integration of the systems and is highly advantageous. To get an idea of this scenario, Gartner's Magic Quadrant for Field Service Management report predicts that, over the next five years, 80% of organizations with more than 75 field technicians will lose 20% of efficiency gains because they will not have fully integrated or deployed their systems. Despite the advantages listed by Gartner, there are still many companies that have not started or completed this process.
These are just some of the ways that system integration can increase the quality of customer service by turning your field service center into a revenue channel. Automating field service, every step along the way, can be the key to providing excellent customer service and creating a competitive advantage that results in improved loyalty and profitability.
Disclaimer: The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies
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