Providing great service delivery in the field is key to achieving high levels of customer satisfaction, which is why we offer a complete Field Service Management solution. Created by experts from your industry, it fully connects your office, systems and field staff so you can deliver exceptional customer service while also improving productivity and lowering the cost of delivery.
Often, customers’ contact your field service team in reaction to a problem, which straightaway has a potentially negative effect on their satisfaction with your business. It’s vital that your field service team is able to respond providing a right-first-time fix. In addition companies are seeking solutions that proactively identify and resolve issues before the customer even realises there’s a problem.
Achieving resolution at the first point of contact or before is fundamental to customer satisfaction, yet many organisations struggle with poor diagnostic processes at the point of incident capture. This can lead to the dispatch of the wrong field service resource, which affects your ability to resolve the customer’s problem, generating repeat visits and extra cost.
We understand that you’re under significant pressure to support key assets in ways that meet statutory processes and regulations, and that it’s crucial you have clear visibility of these assets across your business. However, you may have to deal with siloed processes, across many different systems, which makes compliance and efficiency incredibly difficult.
As a Microsoft partner, we have the technical knowledge coupled with business expertise to improve your field service operations. With improved connectivity across all your systems — from your employees, to your customers, to your subcontractors and partners — we can enhance your field service work flow to minimise mistakes, enriching the customer experience and boosting retention rates.
Our field service team combines a deep understanding of Microsoft technology with a strong background in industry. We believe delivering a successful field service system depends upon our team truly grasping the challenges you face, because they’ve met them first hand. We actively invest in the industry experience that’s fundamental to an outstanding solution.
We recognise that achieving the right field service management is about leveraging Microsoft technology to move from a reactive stance to a proactive one. Whenever possible, you need to be aware of a fault and have rectified it before the customer notices there’s an issue, creating a seamless customer experience.
Our industry professionals and Microsoft technical experts deliver an all-in-one, cloud-based, field service management system using Microsoft Dynamics 365 that includes: service locations; customer assets; predictive, planned and reactive maintenance; work order management; resource management; product inventory; scheduling and dispatch; mobility; collaboration; customer billing; and analytics.
You’ll have the ability to track and monitor all your resources, and our Hitachi Solutions Predictive Service Hub enables intelligent use of the Internet of Things to simplify maintenance demands on your business. It prioritises your reactive, planned and predictive field service repairs, saving time, increasing productivity, supporting effective budget management and delivering the optimum outcome for your customers.
From making sure the right technician with the right skills and the right equipment is sent to solve a field service issue first time, through to using mobile technology to engage all parties in work order life cycle management, you’ll have end-to-end visibility of each interaction. Your call centres will have a comprehensive view of the whole task in hand and customised portals will keep you connected with customers and service providers.
It's a cloud based system… which enables a far wider audience to both capture data and benefit from that data. Our key objective is to make the residents of Essex safer and the CRM system fits in with that and enables us to achieve that.
Matthew Stalker, ICT Project Officer
Essex Contry Fire & Rescue Service
