experience

How Field Service Management can help your customers

How Field Service Management can help your customers

The Challenge

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 Solution

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.

Integration Options

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)
  • Quoting
  • Cost and invoicing

Mobility

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!

 

Conclusion

To learn more about how JDS can start your Field Service Management journey, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Ensure IT works

Cameron Chambers

Senior Consultant

At JDS Australia, our ServiceNow team thrives on a foundation of communication, collaboration and a holistic approach to solution design & platform architecture.

My passion for the ServiceNow platform and experience in both Enterprise Service Delivery & IT Operations ensures that the customer experience is prioritised throughout every engagement.

We are focused on:

– ServiceNow integration
– Platform implementation & enhancement
– OOTB compliance and the reduction of technical debt
– Application development & innovation
– Automation & continuous service improvement
– Accelerated performance testing
– Enhancing the end user & customer experiences

Our team is engaged across all major ServiceNow product lines, specialising in:

– Customer Service Management (CSM)
– IT Service Delivery (ITSM)
– IT Business Management (ITBM)
– Human Resource Service Delivery (HRSD)
– Governance, Risk & Compliance (GRC)
– IT Operations Management (ITOM)

Posted by Cameron Chambers in Blog, ServiceNow
Virtual Agent Is Your Friend

Virtual Agent Is Your Friend

Don’t underestimate the importance of user satisfaction

If there’s one defining characteristic of the social media revolution it’s “make life easy.”

Why did Facebook win out over MySpace? Facebook made it easy to connect, easy to post, easy to find people, easy to interact.

Amazon, Google, Twitter and Facebook have spent the last decade refining their technology to lower the barrier-to-entry for users, making their web applications highly accessible. Have you ever wondered why Google only shows the first ten entries for each search when it could show twenty, fifty or a hundred? Google found that 10 results returned in 0.4 sec, while 30 results took 0.9 sec, but that extra half a second lead to a loss of 20% of their traffic because users were impatient. User satisfaction is the golden rule of online services and so 10 results per page is now standard across all search engines regardless even though now days the difference is probably much less.

When it comes to ServiceNow, organisations should focus on user satisfaction as a way of increasing productivity. ServiceNow allows organisations to treat both their internal staff and their customers with respect, offering services that are snappy, intelligent and well designed. To this end, ServiceNow has developed a number of offerings including Virtual Agent.

What is Virtual Agent?

To say Virtual Agent is a chat-bot is disingenuous. Virtual Agent is a channel for users to quickly and easy get answers to their questions. It is a state-of-the-art system that leverages Natural Language Understanding (NLU) and a complex, decision-based response engine to meet a user’s expectations without wasting their time.

The Natural Language Understanding machine learning engine used by ServiceNow is trained to understand conversational chats using Wikipedia and The Washington Post, and can be enhanced with organisational specific words and phrases. Natural Language Understanding is the gateway for users to reach a catalogue of prebuilt workflows that resolve common issues.

The Virtual Agent Designer allows for sophisticated workflows with complex decision-making. Not only does this reduce the burden on first-level support it drastically reduces the resolution time for common issues, raising the satisfaction of users with the services provided by your organisation.

But the real genius behind Virtual Agent is it can be run from ANYWHERE

A common problem experienced by organisations with ServiceNow is managing multiple corporate websites. The ServiceNow self-service portal can be seen by some users as yet another corporate web instance and a bridge too far, reducing the adoption of self-service. To combat this, ServiceNow allows its Virtual Agent to be deployed ANYWHERE. As an example, it’s on this WordPress page! Go ahead, give it a try. As soon as you click on “chat”, you’re interacting with the JDSAustraliaDemo1 instance of ServiceNow!

By allowing the Virtual Agent to run from anywhere, customers can incorporate ServiceNow functionality into their other websites, giving users easy access to the services and offerings available through ServiceNow.

Keep your users happy. Start using Virtual Agent.

Posted by Jillian Hunter in Blog, ServiceNow