Service (3) - Field Service Management (현장 서비스)

 

 

 

동인 (Driver)

: For most organizations, efficiently managing a team of service technicians, or field force, is one of the most operationally complex tasks. 

 

정의 (Definition)

 

사용자 (User)

• Web - Planner and Dispatcher (part of Support Team)
• Mobile - Field Agents (part of Support Team)

과제 (Challenges)

: Because it involves so many variables, which until recently had to be logged, monitored, and controlled by human labor, it took a significant amount of time and precision to keep track of all the unpredictable changes that could occur at any time.

• Constantly changing customer service Demand
• Changing Logistics - Resources and Supply Chain

 

주요 기능 (Capabilities)

: Automates the field operations of a team of service professionals through mobile system

• Work Management
  
  • Create Work Order / Cases
  • Scheduling and Order Management
  • Route Optimization and GPS integration
  • Job Status Update
• Resource Management (Human Labor / Material)
  
  • Manage and Monitor Technicians
  • Manage and Monitor Vehicles
  • Time Tracking and Driver logs
• Assist field agents with accurate and live information - with Mobile
  • Knowledge and Asset Repositories
  • Part and Inventory Management
• Billing and Customer Support
  • Integrated Invoicing / Payment Processing
  • Customer Portals
  • Regulatory Compliance Measures

 

효과 (Benefits)

• Customer Satisfaction (Reliability of Product)
• Less Cost for support activities

 

주요 제품 (Major Products in the market)

• IFS Field Service Management Software
• Salesforce Field Service (ClickSoft)
• ServiceMax
• Oracle
• Microsoft
• SAP Field Service Management

What Is Field Service Management?

 

IFS Field Service Management Software Reviews, Ratings, & Alternatives - Gartner 2021