Field Service Management Best Practices

Through efficient Field Service Management, companies can gain insight into what workers in the field are doing, where they are, and what they might need to get their jobs done. Savings can be realized almost immediately, as the right people and equipment are sent to each job, eliminating wait times to get the proper technician or equipment to a worksite. 

A few best practices will ensure success in transforming your company’s field service.

1. Provide a Personalized Portal for Self-Service

An effortless service experience gives customers access to their own personalized portal for all communications from your company. By allowing customers to easily book and manage service appointments and to see the current status of their requests, satisfaction levels rise. 

2. Give Technicians All the Information They Need, in One Place

Technicians are your own internal customers and should be treated as such. They need quick and easy access to work order information, parts management, service history, and collaboration tools to do their jobs. Help them manage their tasks and schedules, as well as track travel and time worked in the field.

With ServiceNow Field Service Management field service technicians can easily access the information they need, no matter where they are in the field. Click To Tweet

3. Connect Field Service to the Entire Organization

When your entire organization is connected, customer issues can be solved quickly and easily.

Make sure that the entire organization has visibility of customer issues by connecting field service, customer service, and beyond.

Field Service Management works seamlessly with ServiceNow® Customer Service Management and IT Service Management to connect customer service and the help desk with field service processes so that everyone is on the same page. 

4. Optimize Resources

With Field Service Management, dispatchers can assign work to technicians automatically based on proximity, availability, and the specific parts and skills required.

Modifying assignments is easy, and travel time to and from job sites is automatically recorded.

5. Take Advantage of Preventive Maintenance

Maximize uptime by automatically scheduling preventive maintenance. Create schedules for each asset based on time or use to ensure maintenance is completed on time and to avoid service interruption and meet SLAs.

6. Monitor and Improve Team Performance

Use analytics, reports, and dashboards to track team performance and identify bottlenecks.

Track data such as assets, customers, locations, time, and cost to optimize performance across all levels of your organization. Click To Tweet

Let Cask show you how to use ServiceNow Field Service Management to efficiently manage location-based work, and improve customer satisfaction in the process.

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