Field Service continues to be a major proving ground in the quest for improved customer satisfaction, higher customer retention and increased profitability.
In order to meet customer demands with the field service organization, firms must ensure that the right technician gets in front of the customer at the right time and the right parts to ensure the end result of issue resolution.
Most service organizations require secondary or even additional follow up visits, thereby making the effective management of field resources and the overall field service organization extremely vital in the pursuit of service excellence.
The best organizations move even beyond scheduling the right technician for a job. They have looked to become more preventive and predictive in field service as opposed to previous break/fix structures. This pro-active service not only prevents more assets from breaking down, it also shows the customer that they are important.
The importance of service continues to rise. Traditionally service is seen as a cost center, but over the last years it is recognized as a potential profit maker having huge impact on the customer experience and satisfaction. Competition, customer share of wallet and shrinking product margins has spurred both a need and an opportunity for service excellence and in particular improvements in field service.
Dynamics Software offers proven solutions for Field Service which include: