Service Level Agreement

SLA Agreements

Service Level Agreement or SLA is the level of service expected from a vendor that includes the metrics by which the service can be measured and remedies or penalty factors if the service fails to meet the agreed-on level. SLA forms a critical part of a technology vendor contract and ensures transparency in the service commitment.

SLA Meaning?

SLA or a Service Level Agreement specifically defines the level of service that a customer expects from a supplier with pre-defined metrics to measure the quality and efficiency of the service. An SLA not only focuses on the expected results but also includes any penalties or remedies if the agreed-on service fails to meet the expected level.

Although SLAs are generally drawn between companies and external suppliers, it can also be drawn between two departments within the same company.

For instance, the SLA example of a telecom company may include an agreed-upon network availability of 99.999 percent and offers the customer a penalty of reduced payment by a particular percentage if the promised service is not achieved. The metric of the service level is, in such cases, usually measured on a sliding scale where the magnitude of the breach determines the overall service efficiency.

Why do I need an SLA?

SLAs form a critical component of the outsourcing and IT vendor contracts. It is an integral aspect that binds together all the crucial information of the contracted services and the promised expectations into a single comprehensive document. An SLA ensures that both the parties are on secure ground, and each understands the services’ requirements on similar levels.

Since an SLA clearly states all the metrics, service responsibilities, and promised results with specified levels of expectations, the agreement significantly reduces the risk of deliberate contract infringement and misinterpretation. Thus an SLA treats both the parties on equal terms and legally protects them in the agreement.

Who provides the SLA?

The service providers generally provide SLAs as they usually keep standard SLAs prepared for their services. Sometimes the service providers prepare more than one standard service level agreement templates that reflect their different services and respective prices. The standard SLAs present themselves as solid starting points for effective negotiations that are further reviewed and modified by the customer’s legal team and secures an equally profitable aspect for both the parties.

What are the key components of an SLA?

More broadly, an SLA should include a proper description of the services and the expected service levels, alongside the metrics by which the services are to be measured. A service level agreement template should ideally include detailed information regarding the duties, responsibilities of both the parties, besides clarified remedies or penalty factors in case of service breach and other similar problems. Moreover, the SLA must point out metrics in specific reference to each of the parties’ behavior.

In a more structured understanding, the SLA comprises two major components, namely the services and the management.

  • Under the service area, the SLA should include specifics of elements like what is included (or excluded) in the service, factors of availability, time windows, respective responsibilities, costs, procedures, etc.
  • On the other hand, the management area should ideally comprise measurement standards, methods, contents, reporting processes, dispute resolution process, indemnification clause, and legitimate scope of updating the agreement if necessary.

What is an indemnification clause?

An indemnification clause in an SLA is a security element that protects the customer company from third-party litigation leading to ineffective service levels or any warranty breaches. It is an extremely critical provision that allows the customer to ensure financial security at risk due to warranty infringement. By agreeing upon this clause, the service provider legally agrees to indemnify the customer, that is, to pay the customer for any third-party litigation costs.

The indemnification clause generally remains absent in a standard service level agreement templates by the service provider and hence should be appropriately ensured into the agreement through legal counsel.

Is an SLA transferable?

Although SLAs are not usually transferrable, the provision may depend on the corresponding service provider. If the service provider is acquired by or merged with another organization, then the existing SLA should be renegotiated based on the changing business terms. However, many new service providers may want to continue with the existing SLAs with no such significant changes, given that they would not want to alienate their existing customers.

How can I verify service levels?

Many service providers offer easy to access online statistic forums that enable the customers to check and verify the SLA status. Through these online portals, the customer companies can effectively get insights regarding the service functions, whether SLAs are providing expected results, or if they are entitled to any service credits or promised penalties.

However, the customer companies can, in critical cases, also employ third-party tools to automatically keep track of the services and update SLA performance data. It is highly recommended that the customer company and the service provider pay adequate attention to SLA verification during contract negotiation in order to ensure optimum performance as well as to minimize risks of business misunderstandings.

What kind of metrics should be monitored?

The type of SLA metrics differs depending on the particular service that the outsourcing company provides. Even though many items can be appropriately monitored for SLA metrics, a simple scheme will reduce additional costs on the one hand and ensure error-free execution on the other. It will, thus, automatically enhance the effectiveness of the metrics.

Based on the type of service, the metrics to be monitored may include:

  • The availability of service is determined through the amount of time the service is made available and can be properly measured using time slots.
  • Defect rates include the overall percentage of errors in service deliveries.
  • Technical quality depends upon the examination of various factors like coding defects and program size.
  • Expected results through the incorporation of business process metrics and calculation of vendor’s contribution to existing KPIs.
  • Security prospects can be measured to ensure cost-effective solutions and minimized risks of security breaches.

What should I consider when selecting metrics for my SLA?

The metrics for an SLA should aim at optimum service performance and minimized additional expenditure. Keeping this in mind, you can consider the following point before selecting the SLA metrics.

  • Selecting a metric that motivates the proper behavior on behalf of both the parties of the SLA.
  • Choosing metrics that reflect factors mutually dependent on both sides.
  • Choose measurements that allow easy and automatic collection of data, avoiding manual metric collection.
  • Choose metrics that are neither too elaborate nor too evasive with too many or too less measurable factors and ensure a cohesive analysis of the data.
  • Make sure that the metrics are properly set at a reasonable and attainable baseline.
  • Define the expected services as well as the monitoring expectations clearly in the contract to avoid metrics data misinterpretation.

Is there room for negotiation on SLAs with cloud service providers?

Cloud service vendors are generally more restrained about modifying their standard SLAs as per client negotiation. However, in some instances, the customers can review the standard SLAs and negotiate their terms as it becomes extremely critical to scrutinize the contract to avoid any significant risks.

Can I create joint SLAs shared among multiple vendors or service providers?

The customer companies have the scope to create joint SLA metrics for more than one service provider to account for cross-supplier impacts. Operating Level Agreements or OLAs are the key solutions in such respect for IT organizations that manage more than one service provider. Through OLAs, the customer company can effectively outline the involvement of the various parties in their processes and tracks their appropriate interactions for the overall maintenance of performance.

What Does KPI Stand for? What Is the Difference between KPI and SLA?

KPI or Key Performance Indicators is simply the measurement of the performance of individual elements like business units, projects, workers, and companies, with respect to their respective strategic goals. KPIs enables the organization leaders to monitor and determine the gradual development of their business elements towards an objective and offers scope to course correct the movement. Thus KPI works as a navigational tool that highlights the areas of business that might be getting off track.

KPI differs from SLA by meaning and implementation. SLAs define the service levels & standards and agreement between a service provider and its customer. On the other hand, KPIs define the performance levels of the individual elements of the organization through measurement and monitoring of performance data. So basically, SLAs are agreements outlining wider services, and KPIs are indicators that monitor the performance of the company against their goals. Furthermore, KPIs can also be a part of the SLAs to monitor and measure the efficiency of promised service levels.

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Strategies of Field Service Mobility Success

Field Service Mobile Success

Strategies of Field Service Mobility Success – In field services, mobility is of utmost importance. It enables both seamless field operations and real-time service for customers. Field service management companies are making key investments into automated and connected technologies that turn technicians mobile. Moreover, turning mobile will enable technicians to have access to the right information and be both cost- and time-efficient in scheduling and routing.

Field Service Mobile Success

The risk of unsupervised, unmanaged, and untracked performances can seriously damage your business. Thus, it is critical to have the best quality field service management system in place. Investing in reliable strategies and cutting-edge technology can boost the service industry to maximize the opportunities for revenue generation. Below are a few strategies that you can implement to achieve optimized productivity:

 

1. Connectivity: Numerous field service enterprises are finding success not only in linking their technicians, but products and customers also. Connectivity applications permit customers to not only access self-servicing options but also connect them to technicians directly through video chat. This helps in guiding them through unfamiliar processes. Moreover, connecting with devices integrated with IoT technology provides important data before the technicians arrive on site thus delivering a more successful service experience.

 

2. Automation: Connectivity enables access to more information, tools, and resource, but with that accessibility, it is automation that helps them in locating that information in a timely and cost-effective way. Automation enables both technicians and customers with prompt access to all the precise data. With the exact tools and assets, technicians can efficiently make the most of their prospects for success during engagement with customers.

 

3. Data: Without quality data, connectivity and automation hold no power. Today, businesses use the Internet of Things to collect data from the field and perform a remote diagnosis to provide technicians with quality information. Moreover, analysis of data provided by IoT allows companies to understand which systems are more likely to develop problems for customers in the future. This empowers companies to provide effective and immediate services based on consistent and real-time data.

 

Today, mobile phones are everywhere and for field services industries this doesn’t just mean setting up technicians with devices. It is about ensuring that they are giving them easy access to the information needed to resolve an issue. A majority of the field service companies anticipate that smart, connected tools will be in place within their own companies in the next decade. The strategies enlisted will provide the companies with all the tools necessary to create a mobile, data-driven field services operation.

Field Service Management Software for Your Mobile Workforce

 

FieldEZ is a one-stop destination for you to digitally transform your mobile workforce and the way it operates. With its comprehensive suite for your mobile workforce, the solutions- tailored differently for large enterprises and small/medium-sized businesses- enable you to perform the following operations seamlessly-

 

Get FieldEZ’s field service management software to bring in agility and productivity to your mobile workforce.

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How can Chatbots help the field service management industry?

ChatBot for Field Service Management

In today’s era of new technological developments, Artificial Intelligence (AI) has emerged as a boon for each and every industry. AI is already helping field service companies to do their jobs more efficiently. But the use of chatbots has further ameliorated the quality of service.

ChatBot for Field Service Management

Chatbots are automated customer service agents that use AI to automatically perform tasks such as moderating customer requests, providing first-level support, and assisting field technicians. It is predicted that by 2019, 40 percent of businesses will be using chatbots to simplify their sales processes.

 

When customers visit your website, the chatbot can undertake the basic entry work and ask their problem. This helps in not only reducing the work of your employees but also releases them to do more complex work. Following are some of the ways in which chatbots are revolutionizing the field services management industry:

 

1. Enhances search functionality: At present, field service agents are able to search for client history and information by navigating on mobile field service software through a wide variety of options. By using the conversation-based interface of chatbots, technicians can use a chatbot that could easily and instantly access the customer’s information.

 

2. Easier Scheduling: Chatbots make scheduling easy by letting users book a service call through a brief chat rather than spending lots of time on the phone or navigating through various options on an app.

 

3. Integration with CRM: CRM is a place where your sales team builds a record of all customer interaction. By integrating AI, this interaction can become smarter and more refined. This is one of the most important uses of chatbots. This will enable any member of the sales team to ask questions relating to their KPIs or past interactions or access CRM data on the go.

 

4. Real-time Alerts: Completing a successful sale needs a salesperson to have access to the right data at the right time to make an intelligent plan of action and predict the line of action. A chatbot can help salespersons by sending real-time alerts, push notifications and reminders about pending highpriority tasks and by providing timely updates.

 

The bottom line is that a chatbot allows better CRM usage, enhances timemanagement, and helps the sales team in concentrating only on tasks that require their attention. Thus, the work productivity of your sales team increases drastically, thereby increasing the company’s revenue.

 

A Flexible & Affordable Field Force Management Software

 

FieldEZ offers solutions for large enterprises and small businesses to bring field force transformation in their organization.

 

Here are the benefits you enjoy when you leverage a field service management software to manage your mobile workforce

 

  • Improve operational efficiency as you keep track of your on-field technicians. Optimize their routes, manage payments, schedule them for the right job, and much more.

SEE ALSO: THE FIVE BIGGEST BENEFITS OF CRM

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Field Service Management Market Will Reach USD 6.68 Billion by 2023

THE EVOLUTION OF FIELD SERVICE SOFTWARE: YOUR CUSTOMERS WILL THANK YOU TO KEEP UP

Some jobs are simply better accomplished by machines than our brains, and this is more applicable today than ever before. Applying this analogy to the business field, most organizations are using technology to streamline operations and increase efficiency. In the field management market, managing a team of service technicians is one of the most intricate tasks. It involves a wide number of variables, which takes a substantial amount of time and meticulousness to keep track of the unpredictable changes that could occur at any time.

 

4 Keys to Boosting Your Predictive Field Service Customer Satisfaction

 

Human involvement is bound to cause miscommunications, delays, and incorrect or incomplete information transfer even though electronic databases are certainly helping. However, as the digitization evolved and permanently connected mobile devices multiplied, the field service management software was devised as a technological solution that would assist with managing field service operation and easing the stress of the field managers. This field service management (FSM) technology automates the field operation of a team through mobile systems.

 

Among many functions, FSM is prominently used in tracing vehicles, arranging and transmitting work, maintaining technician’s activity, accounting, and billing. Adopting FSM can help in increasing the revenue, reduce cost, allot and synchronize better resources, and improve efficiency.

 

 

The Global Field Service Market- A Bird’s Eye View

 

Today, the Global Field Service Management market is anticipated to grow at CAGR of 15.2% during the period of 2018 to 2023 and reach a whopping USD 6.68 Billion by 2023, revealed a report by Zion Market Research. This industry research report is fabricated with the aim of employing prominent study methods to collect important bits of information about the industry. For this study, Zion Market Research has conducted an all-inclusive primary research with key industry participants to collect first-hand data. In addition to this, in-depth interviews with important opinion leaders also aided in the authentication of the findings by performing a secondary research.

 

The report mainly focuses on the definitions of the industry, usages, applications, and other growth factors. It also communicates about the market growth, size, share, future opportunities, trend analysis, and regional outlook. The research report is a comprehensive market research study, which emphases on the global scenario and focuses on numerous factors that affect the market with the help of strong data and statistical analysis.

 

According to the report, the proficient planning of projects and better work allocation of field workers are the major factors that are driving the growth of the FSM market today. Additionally, the rise in the implementation of mobile applications and wearable devices among the field technicians is also likely to drive the FSM market forward. Bring your own device or BYOD is the technology that is currently being widely adopted by several organizations in order to maintain customer relationships. Furthermore, the increasing number of field technicians in industries like construction, manufacturing, oil and gas is also driving the growth of global FSM market. The field service management software enables technicians to perform pre-sales, sales, and route accounting functions along with efficiently interacting with customers.

 

How Field Service Management Affects An Organization

 

One of the most noteworthy changes brought about by the implementation of FSM has been in the relationship of the organization and the customer. When the systems are integrated with ERP or CRM software like the salesforce automation software, FSM software provides a comprehensive outline of all the internal and external tasks, which increases the real-time response rate. Similarly, with the adoption of delivery tracking software into FSM, it is possible to combine data across several devices from limitless sources and then provide the answer to these. Additionally, to make service visit more personal, FSM can be combined with field data collection software that will help the technicians know more about the customer like the customer’s address, history, devices and much more. Along with these trends, security concerns related to data discretion will also remain important.

 

The research report also highlights that Northern America is likely to have the major market share in the FSM market during the predicted period. This is because there are many FSM software developers present in North America. The region is also predicted to lead the FSM market owing to the several innovation and adoption of new technologies. It is also considered as the most advanced region in terms of cloud and artificial intelligence.

 

Europe is expected to have adequate growth in the FSM market mostly due to the mounting adoption of automation in the manufacturing industry. Increasing fundamentals for automation across different industries for increased efficiency is evaluated to impel the market further. The continuing and intensifying necessity for enhanced effectiveness is driving the demand for FSM in countries like UK and Germany.

 

The APAC region is anticipated to have the maximum CAGR in the global FSM market, predominantly due to the large-scale industrialization in the Asian countries. Also with the increasing number of smartphone users in this region, it further pushes the growth of FSM. The rise in demand for enhanced workflow and improved productivity is boosting the growth in FSM market of this region. Lastly, Latin America is expected to witness a moderate growth due to the increasing popularity of SaaS. The persistently increasing competition to provide efficient services will encourage organizations to adopt cloud computing in FSM to provide faster time to transfer real-time data.

 

In conclusion, the market in the developing countries is expected to expand because of low expenses and prominent resourcefulness offered by cloud solutions, increased mobile and wireless infiltration, and the development of infrastructures.

 

Leading Field Service Management Software Providers

 

FieldEZ is the leading provider of field service management software for various industries such as Construction, Telecommunication, Banking and Insurance, Computer and Office Equipment, Facilities Management, Home Healthcare, Government, Pharmaceuticals, and many more.

 

This all-inclusive solution helps businesses manage their remote workforce with ease- thus adding to the overall efficiency of these organizations.

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10 Ways Service and Support Will Change by 2020

field service management support services

The past years have proved to be an exciting and transformative period for the service and support industry. Similar to every other industry, customer experience has prevailed and will continue to in the future as the ultimate differentiator that will drive innovation at a rapid speed. Service providing organizations, globally, are increasingly using field services as a means to please customers.

field service management support services

The Internet of Things, Augmented Reality, and Wearables are said to be altering every industry for quite some time now. The integration of these technologies into the field service domain will lead to revolutionary innovations. It has been predicted that the number of connected devices or things will reach 50 billion by 2020.

Such rapid rise in the IoT Technology will only lead to businesses increasing their adoption rate and leveraging technology in all possible aspects of the business.

 

Field Service Transformation Predictions

Below are 10 ways the service and support industry is bound to change by 2020:

Artificial Intelligence: Siri, Alexa, and Cortana are examples of digital assistants that are available today. By 2020, 40% of business transactions will be enabled by cognitive/AI personal shoppers reported a recent survey. Face-to-face conversations and telephonic conversations will become the least-used channels in the next five years. Nevertheless, humans will always be needed. However, their role will change. AI will take care of the basic customer care, while humans will remain indispensable for more advanced forms of advice. 

 

 Autonomous Vehicles: Although GPS, collision avoidance and related technologies are already available in the latest vehicles, self-driving cars could spend travel time more productively. According to a latest prediction, around 20 million autonomous cars will be on the road by 2025. Prominent organizations like Tesla are leading the way in making autonomous cars a reality.

 

Drones: Leveraging the drone technology will take the human component out of dangerous service scenarios. It can create a paradigm shift in the field service delivered to areas like construction sites, oil and gas management, telecom industry, etc. Drones can help get an aerial view of sites, plants, pipelines, and disaster areas, etc. Also surveying the land for thermal activity will become easy. Moreover, drones can be used to convey parts and tools from service site whenever needed.

 

Internet of Things: IoT is having a profound impact on not just every technology-driven industry, but also the daily lives of people across the globe. IoT and the real-time connectivity it offers has led to a massive increase in customer expectations for instant support. This, in turn, has elevated customer demands impacting the field service industry greatly.

 

Smart Uniforms: Recently Google in association with Levi’s created a smart jacket, which allows the user to connect to and control their smartphones by using the cuff like a touchscreen. This technology, when implemented in the field service industry is bound to be revolutionary. These smart uniforms feature conductive fibers and embedded sensors that can already monitor heart rate, breathing rate, sleeping patterns, calories burned, the intensity of activity, temperature, posture, and muscle movement. A technician wearing these uniforms can read temperature and other environmental factors and easily gauge what might be causing a system problem. Smart hats are already being used in trucking and mining industries. Some can detect signs of fatigue and send alerts to those in risky situations or operate sensitive machinery, while others can detect when the user isn’t moving optimally. Also, Smart gloves could provide feedback to technicians as they make repairs.

 

Augmented Reality-enabled Wearables: The era of augmented reality is not just a fad anymore as organizations are increasingly implementing AR into their services. A recent report by ABI Research predicts that 21 million AR units will be shipped by 2020. The field service industry stands to benefit greatly from AR. AR-enabled wearables like headsets will help technicians to gather all the information they need for an installation or repair. In addition, clubbing AR with field service management software would connect on-site technicians with more experienced engineers who can supervise and troubleshoot more difficult technical issues.

 

Robots: A recent report by Gartner predicted that by 2020, an average person will have had more conversations with robots than with their family. In the service and support industry, robots can replace humans to perform jobs efficiently and productively at a faster rate. Integrating field data collection software into robots will make things easier and efficient for the support and service industry as it will offer accurate data.

 

3D Printing: With this technology now available at a reasonable price, field service organizations can use them to streamline repairs in the field. Rather than order and wait for a part to arrive, the technician could print the parts on demand using a 3D printer installed in the service fan.

 

Social Media: In today’s mobile-first economy, customers are more connected than ever. They are quick to post reviews about poor experiences or complain directly via messaging apps. The future promises to reduce the barriers to enter a complaint as the functionality of social media evolves. Additionally, increased connectivity translates to greater volumes of inquiries and a growing burden on the customer service teams. How brands address this challenge will be critical in determining the success of their services.

 

The Gig Economy: The gig economy is a movement that could revolutionize the whole field service management industry. The digital technologies underpinning the gig economy like IoT can help workers become entrepreneurs who will have the freedom to dictate their work on their terms with the help of mobile workforce management software. Skilled workers who have experience in certain sectors can either make extra money in their free time or they can use gig economy as their sole source of income. Leading companies like Uber and Airbnb have laid the blueprint for the other industries to follow. By leveraging independent workers in the gig economy, organizations can help deliver the real-time service that customers now demand.

 

FieldEZ Embraces All Things Latest

FieldEz offers a field service management software that leverages all latest technologies and introduces automation to your field service management operations. With our software and platform, you automate location, tracking, attendance recording, service dispatch, training, and all other aspects of field service management necessary for you to execute critical service operations.

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Field Service Management  Software

Field Sales Management Software

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FieldEZ Launches new Expense Management Module for Field Employees

FieldEZ-launches-new-Expense-Management-Module-for-Field-Employees-Field-Users

FieldEZ Technologies today announced the launch of new product features and enhancements, targeting greater collaboration among the field service staff, and simplifying the core field scheduling, dispatch and workforce management processes.

 

 

Among the new features launched included the Expense Management software module that allows field technicians to link the daily expenses against the tickets or jobs performed in the field using their mobile devices. The Expense management function can be heavily customized to reflect the demands of each user organization, as well as create rules, profiles and permissions for expense control, budgets and approval. The module functions as a plug-and-play on top of existing installations, or work as a stand-alone field-centric expense solution with capabilities for job management, attendance tracking and work order management.

 

 

These features, along with existing functionalities like geo-location capture, bill capture, limit set based on expense type, and distance auto-calculation, greatly simplifies the expense capture and approval process, thereby saving considerable time for the field staff as well as the reporting manager Finance and HR departments.

FieldEZ-launches-new-Expense-Management-Module-for-Field-Employees-Field-Users

“Expense module is another milestone in our highly flexible FieldEZ FSM product. Powered by our flexible framework, different types of expenses and their governing parameters can be configured based on customer needs. Expenses are linked with the tickets handled by the field staff and hence the motive behind every expense is completely traceable. With minimum clicks, users would be able to apply expenses claim and manager can approve/reject. Many such features are in our roadmap, stay-tuned!”, said Karthikeyan Thangaswamy, Director Product Management, FieldEZ.

 

Other features additions launched in the latest release include an improved chat and collaboration module, map-based search of nearby customers and jobs, as well as auto-scheduling module enhancements.

 

 

About FieldEZ: FieldEZ Technologies is a leading provider of Field Service Management and Digital Transformation solutions. FieldEZ products and services are used by Fortune 100 companies as well as SMEs to enhance their business value, operational efficiency and customer experience. Founded in 2011, FieldEZ Technologies is backed by IvyCap Ventures.

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Unconventional Ways Artificial Intelligence Drives Business Value

Field service management companies are in a frenzy looking out for ways Artificial Intelligence

Artificial Intelligence can be seen as the focal point of the evolution of machines. Machine today are learning to perform reasoning and thinking, some aspects that were only previously associated with humans. Businesses in all major industries have started building from the ground up, their AI strategies. According to fresh studies, by 2020, about 57% of businesses will have to know what their buyers need before they even tell them. This should compel businesses today to invest in AI. Buyers of tomorrow will need predictive system capabilities that reduce their part of the job.

 

There are scores of ways in which Artificial Intelligence is driving the businesses of today. Customers demand to get quality and expectation-exceeding services from all their providers, and companies continuously strive to achieve a balance between customer convenience and data security.

 

In the field service management space, there is an inevitable need to bet on AI to boost customer satisfaction. Field service management companies are in a frenzy looking out for ways Artificial Intelligence technology can be employed to make their processes efficient and their services productive.

 

 Field service management companies are in a frenzy looking out for ways Artificial Intelligence

Leveraging Artificial Intelligence in Businesses – The Benefits in Field Service Management

 

  • Customer Experience Transformation – When a field service management software leverages AI to perform customer interaction and communications, the customers are left in a state of awe. These days, companies are experimenting with their AI strategies, and in one such use case, companies can track the voice of their customers as they place service calls, and feed that into an AI system. Thereafter, when the same customer calls, they will not have to provide their identity. Their voice will become their identity, and the AI-enabled customer service software will be able to recognize them and address them by their names, without the customer having to as much as introducing herself. If this is not customer experience transformation, what is?

 

  • Training and Knowledge Management – In the area of field service management, AI can be used for managing the training of technicians. When technicians conduct a service with high performance, the details, or the video recordings can be fed to an AI-enabled application, which can take out the parts of the service that were truly exceptional. This knowledge and the insights can be used for training purposes. When in a customer service call, a sales rep performs exceptionally well, the call can be used to conduct the training sessions for other reps, so they know what it takes to deliver excellent services. Through effective knowledge management, field service companies can build a better workforce.

 

  • Job Scheduling – In a job scheduling software for a field service management business, it is important to dispatch the right talent to the right task. An intelligent system can help businesses classify and segment their resources on the basis of their technical expertise. Using this classification, the AI system can then recommend which technician will perform a particular job in the best manner. Talent management and job scheduling become easier with the AI technology. Not just this, job scheduling also takes into account the customers’ preferences of day and time. According to past data, an AI system can suggest the best service time for each customer, leading a business to deliver better and customized services according to the customer preferences. A field service management software that handles all these aspects in an intelligent manner can become a massive asset for a field service management company.

 

  • Mobile Attendance Tracking – With an AI-enabled attendance and leave system, field service managers can know when their technicians are most probable to skip work. This prior knowledge can save a field service management business from running out of technicians, as managers will work to ensure there are enough heads on the team on any given day. Staffing and recruiting processes can also be streamlined through the effective use of AI in tracking the attendance of service professionals. By integrating a mobile attendance tracking software with a service dispatch software, a system can be built that handles the need of technicians on any day without any human intervention. Field service managers will have to worry less about the technicians who have arrived or haven’t shown up, and they will have to worry less about who replace the technicians who couldn’t make it to work.

 

  • Mobile Inventory Management – In the field service management space, inventory management is a crucial piece of the business’ puzzle. When the right parts for servicing are not available, field services get delayed, resulting in an unsatisfied customer. With Artificial intelligence, requirement predictions can be made, helping field service managers fill in their inventories effectively. Proper inventory management may lead to better business revenues and enhanced customer satisfaction. Mobile inventory management is, thus, a crucial part of field service management.

 

The field service management industry is getting better at leveraging Artificial Intelligence for its immense benefits. And, some companies are offering Field Service Management software that are already integrated with the best technologies, including AI.

 

 

FieldEZ – Field Service Management Offerings

 

FieldEZ’s Service Management offering that is AI-based helps companies around the world streamline their business processes and enable their technicians to work in an efficient manner. Predictive maintenance is no longer a thing of the future. They are here in the now, integrated into our Field Service Management software.

 

We are the partners you were looking for to excel in your field service management business operations.

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2020 Field Service Technology Predictions: Drones, Robots, and Self-Driving Cars

2020 Field Service Technology Predictions: Drones, Robots, and Self-Driving Cars

The speed of technological innovation has reached an all-time high. Advanced technologies are causing major disruptions in industries and burning our businesses who are managing to stay traditional. In the field service management space, while the progress has been slow, businesses are now gearing up to match the pace. Technologies in the field service space are revolutionizing processes, and changing the way businesses operate, forever!

2020 Field Service Technology Predictions: Drones, Robots, and Self-Driving Cars

It has been predicted in latest studies that the number of connected devices or ‘things’ will reach 50 billion by 2020, double from the number in 2015. Such rapid rise in the IoT technology will only lead to businesses increasing their adoption rate and leveraging the technology in possibly all aspects of the business.

 

The Internet of Things happens to be the underlying technology that powers most of the other advancements such as automation, Big Data, and analytics, etc. Without having connected sensors and devices to the Internet, we may not have found out the way to leverage any of the existing technologies to their true potential.

 

 

What Will 2020 Look Like For Field Service Management

 

Here is a wrap-up of the predictions for 2020 in the area of field service management.

 

  • Drones in Field Service Management – By using drones in field service management work, humans can be prevented from entering high-risk areas. For all dangerous service jobs, drones can replace humans in delivering exceptional field service with minimized risk of injuries and fatalities. According to recent studies, about 4500 workplace fatalities happen annually in the US alone, a large part of which happens in the field service space. Injuries happen when field service technicians need to get something done in a high-risk zone, such as the top of a building, a wind turbine, or an oil rig. When we can minimize the risk by leveraging drone technology, we can create a paradigm shift in field services delivered to areas including construction field management, oil & gas remote monitoring, Telecom field service management, etc. For reaching remote equipment that needs servicing, drones can help get an aerial view of sites and plants, pipelines and disaster areas, etc. Also, surveying a land for thermal activity can become easy. With drones in field service management, emergency delivery of parts to the service sites can become feasible without having to manage the staff for such emergencies. Drones can ferry parts and tools to and from service sites when needed.

 

  • Robots in Field Service Management – Robots are machined humans. In the field service management industry, robots can replace humans to perform field service jobs efficiently and productively at a faster pace. While IoT, Machine learning, and Artificial intelligence merge together to yield predictive field service management, companies in and around the world have begun their journey to build advanced humans aka robots. However, according to a recent study, 83% of customers revealed they would prefer talking to humans than robots. The need for the human touch will never allow robots to take over our jobs, that’s for sure. Since customer-centricity is the deal these days, and customers prefer having to speak to humans, robots will only be useful in making field services manageable and efficient. Robots can be leveraged in the field services that require the human technician to be accompanied by a robot to handle the more dangerous tasks, where human life could not be risked.

 

  • Self-Driving Cars – According to a fresh prediction, by 2025, there will be a whopping 20 million autonomous driverless cars on the roads around the world. Organizations such as Google, Apple, Tesla, etc., are leading the way in making autonomous cars a reality.  In the field services management space, autonomous cars and in-vehicle applications may prove to be a valued asset. Field service companies struggle to get their technicians to their sites on time, on the bad-weather days. Self-driving cars that know how to go about the streets in harsh weather conditions can help field service companies deliver exceptional services even in unfavorable circumstances. When field service vehicles become real-life applications of the Internet of Things, asset tracking software can be used to track them and continuously follow their whereabouts. When service delivery is made possible in adverse conditions, field service companies can cause a massive customer experience transformation!

 

  • AR-enabled Wearables – When there is a need for field service technicians to cater to the jobs they have the least experience in, AR-enabled wearables such as glasses can help them get through the job with proficiency. In the field service management industry, it is possible to leverage Augmented Reality to provide on-job training and assistance to technicians. Through detailed explanations and live training during a field service job, a field service technician can perform his duty better, leading to a satisfied customer. In the field of Telecom field service management, through AR, the reasons for an outage can be determined by using overlays that detect the fault underneath the patch of land, thereby improving the efficiency and the turnaround time for jobs.

 

 

A Field Service Management Software That is Truly Advanced

 

At FieldEZ, we offer state-of-the-art field service management software that can help companies manage field services in a better way with the help of advanced technologies. To deliver excellent field services to their customers, organizations are looking for technologically advanced solutions.

 

We offer the right solutions for the most complex field service challenges. With smarter scheduling using Artificial Intelligence, we allow our customers to distribute tasks to their service technicians based on several parameters. This ensures that the right technician gets assigned to the right task.

 

Through route optimization, we leverage Artificial Intelligence to help technicians reach their destinations faster. According to real-time traffic information and consideration of several routes, our software yields the best possible route that a field technician should take to reach their site faster!

 

FieldEZ is the one destination for all your needs in the area of field service management.

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3 Technologies Crucial for Predictive Field Service

Modern technologies are moving rapidly, and people, or organizations, are catching up, breathless! With new apps and devices popping up on the IT industry landscape faster than ever, field service management space is gearing up to leverage these technologies to excel at various operational facets. Gauging the customer’s preferences continually is focal to success in the field service management area, and all emerging field service management software is being built around the same concept- improving customer services and experiences.

Artificial Intelligence - Field Service Management
Providing a just-right experience to the customers is increasingly becoming vital to the field service operations. The field service providers who focus on delivering personalized experiences will witness a 15% revenue growth, and their cost of serving customers will reduce by as much as 20%, according to a recent study.

 
Where customer satisfaction is concerned, and customer retention becomes the center point, predictive facilities in field service management will attract the organizations delivering field services. Predictive field service management is an area that needs no introduction today. The facet of field service operations only talks about one thing- delivering exceptional customer experiences by leveraging the leading advanced technologies.

 

Predictive Field Service or Smart Field Service

More often than not, field service personnel feel the need to be connected with their data, their peers, and their managers while they are on-the-go. In this era where everything has become “mobile”, field service agents have the need to be in touch with everything they may need on a service site, round-the-clock. Smart Field Service Management pertains to a different set of technologies that are a subset of those that drive Predictive Field Service. Here are the three major technologies altering the face of field service management forever

 

The Internet of Things:

IoT can well be considered as a driving factor behind the latest developments happening in Field Services organizations, and behind the other technologies shaping up on their own accord. If things weren’t to be connected to each other and to humans, none of the existing technologies could have been leveraged to drive paradigm changes. The IoT wave splashed across all major industries and the Field Service space is changing rapidly under the influence. With IoT, it is possible to achieve predictive field service as the foremost need for services to become predictive is for a mechanism to be introduced in the devices itself, so that they can warn the service agent of an impending fault. Sensors and chips connect to the Internet today and let us know before an error occurs, so that field service agents don’t have to wait for things to break. This is crucial if field service companies are to deliver excellent services, where the customer only has to do one thing- pay for the services. Through IoT, services are managed with automation and carried out with minimal need of customer intervention. IoT technology has enabled field service organizations to prevent failures and work with improved efficiencies.

 

Cloud Computing:

With information and data being made available on the cloud, the field service management space is fast embracing cloud computing technologies. Field service technicians are getting even more efficient and empowered with cloud-based tools and services that work in real-time to allow technicians to access training material and documentations on-the-go. Not just data access, but a lot of other functionalities can be realized with cloud computing such as- lodging a request for field service tools or parts, scheduling field service jobs, receiving payments, renewing maintenance contracts and agreements, and using social media to communicate issues in field services on-the-go to get instant support from managers and peers. Field service technicians can serve customers better when they have the potential to tackle any kind of service request with help from user manuals and when they can communicate openly with their peers to get specific information. Where there is a prospective opportunity, field service professionals can also cross-sell and upsell services to the customers through a cloud computing channel or platform. The field service is not very active or rapidly- moving space, but CEOs and managers are now waking up to realize the potential that lies in the significant use of leading technologies and solutions.

 

Machine Learning and Artificial Intelligence:

Machine Learning, often considered a branch of AI, has its roots deeply established in data and how it is leveraged. When companies have the right data and manage it with proficiency, they become ready to put ML and AI into practice to further their growth and success in delivering customer experiences that last. Field Service Management software of tomorrow will have extensive use of AI and ML to create an automation-based atmosphere for field service. Imparting predictive capabilities to machines will need them to learn and grow off their data, a notion that forms the core of ML. With the right data, machines will respond to warnings and carry out other major functionalities, minimizing the need for a slower manual process. Operations across field service management can be highly optimized by applying AI algorithms and finding the hidden patterns in the data.

 
According to a recent study, about 92% of field service executives revealed they felt a need to adapt their service models in accordance with their customers’ needs. Embracing technology is the only quick-fix way for field service management companies to outgrow and outrun their peers and competitors, and those failing to leverage the right technologies will face the heat sooner or later!

Customer Service in 2018 – Tips, Tricks, and Must-Dos For Field Service Management

Customer service in 2018 - field service management

The world is getting increasingly competitive, and to maintain an edge over the competition, companies are focusing towards delivering exceptional customer experiences. As understood by experts, customer service is a critical piece of the business success puzzle, and organizations today are in a frenzy to deliver the most personalized, tech-savvy customer services to their customers- in a bid to retain them for longer.

Customer service in 2018 - field service management

Recent surveys have clearly predicted that by 2020, customer experience and customer service will become the key differentiators for brands, even before their prices, products, and services are considered. According to a study that confirms this fact, about 86% of customers are willing to pay higher if they get a good customer service experience.

 

These stats point to a fact- customer service is a tangible and crucial aspect of any business today. Exceptional customer services can drive any business towards the success destination. Having said that, this year is expected to see some major reforms in the way customers are serviced, and in the methods and modes through which customer
services are delivered.
Here are some of the key actions businesses are swearing by this year to lock-in their customer’s with excellent services
 Embracing Customer Persona – Customers have evolved just as technologies and business processes have. Today, a business is compared to not just its competitors, but to every business that provides customer service. Organizations are setting newer service benchmarks every day and businesses are coping to keep pace with them. When service reps completely fathom the meaning behind the many customer personas, they are able to handle each service request with proficiency. Exceptional service can be ensured when communications are centered around the individual customer, rather around a vague idea of the customer. By chalking out different customer personas and building service strategies for each of them, businesses are excelling at their service games.
 Resolving to Speed – Quick resolution is still an important aspect of great customer service experience. Customers would not like to wait in queue for hours before they are addressed and their issues are heard. They would rather try other businesses. Respecting the time of the customer is another step companies can take to ensure they deliver excellent customer services. Self-service provisions that help customers resolve their tiny issues on their own are also a great way to speedy resolutions. Organizations work to help customers solve their queries by introducing FAQs about their products and services on their websites. This ensures that only the real problems get to the customer service reps, and the tiny queries are answered through your FAQs section.
 Investing in Technology – Gartner has predicted that this year, more than 50% of organizations will focus their investments on customer service innovations and disruptions. These may include investing a large chunk towards technology innovations like chatbots and AI that enhance customer service while providing personalized user experiences. Chatbots are widely used today as the conversation initiators in customer service requests. This year can witness a maturing in the use of chatbots and things can get real with Artificial Intelligence. Companies are expected to stop beating around the bush and get down to the real-world service implementations of the leading technologies. Technology remains at the forefront of all business processes, and customer service is no less impacted by it.
 Fitting into the smaller screen – Mobile devices are on the rise. According to Mobile Consumer Survey by Deloitte in 2017, mobile users check their phones about 47 times a day! That is a staggering number given the busy lifestyle of people today. The focal of the stat is the rising population of mobile device users and their increasing engagement with businesses through their smaller screens. According to a recent report by WOW Local Marketing, 66% customers revealed that even they really liked a brand or a business, a bad mobile site would still disappoint them. Customer service relies on the experience customers have over their mobile devices.
 Getting into the customer’s mind – Customer service, at times, is all about listening. Customer service reps should be trained to listen to the sad and agitated customer till they have vented their frustration all the way. This will help the customer service reps to get to the core of the problem, and suggest resolutions accordingly. Listening to the customer who has complaints also helps solve the harder part of the issue. The rest is communication and resolution, which is easily fixable once the customer has the satisfaction he was heard out.
Companies with a well-executed customer service strategy witness 92% customer retention. Personalization of customer experience, the efficient use of chatbots, exploitation of social media channels for delivering customer service, and development of messaging apps for customer service are ways in which organizations plan to up their customer experience games this year!

SEE ALSO: FIELDEZ RANKS NO.1 IN CAPTERRA’S TOP 20 FIELD SERVICE MANAGEMENT SOFTWARE