Field agents are typically the face of most organisations, yet for many businesses, those resources and their day-to-day duties have been overlooked when it comes to workflow optimisation.
Customer service centres and help desks are rarely aligned with the technicians responsible for addressing issues in the field, which can result in multiple calls, emails and at times, tickets or customer records being produced for a single incident or request.
This lack of process cohesiveness can hamper the productivity of those in the field, as well as negatively impacting your the customer satisfaction rating of your business.
The ServiceNow Field Service Management (FSM) application helps organisations manage work tasks performed on location, with criteria such as skills, availability and geography (among others) able to be referenced when attempting to match an agent with an actionable task.
The application's dynamic scheduling capabilities optimise the assignment process, while its intuitive workflows and user-friendly design ensures it can easily operate alongside your ITSM and CSM functions.
The Field Service Management Workflow
With its connection to the ServiceNow business and service management modules, the Field Service Management application provides a single, connected platform.
Looking to create a work order request from a customer service case?
Integrating Field Service Management with ServiceNow's Customer Service Management (CSM) offering can do just that!
The ability to better manage deployments in the field can be done seamlessly with a Project Portfolio Management (PPM) integration.
FSM also provides highly configurable integrations for functions such as:
- Workforce Management
- Parts and inventory
- Work order creation (from an external system)
- Cost and invoicing
One of the most reported challenges flagged by field users is (yep, you guessed it) mobile connectivity.
Even without an internet connection, users are still able to plan, work on and complete tasks.
Check out the video below to see how!