Customer Service and Field Service operations face the challenging task of delivering quality customer service, at lower unit cost, across a diverse organizational structure. In many organizations, the separation of customer problem from field resolution causes difficulties. Your customer suffers, often leading them to become another company’s customer when the next purchase decision is made. The Zylog field service management software is specifically designed to provide the framework to meet that challenge.

Features

Extending Field Service Processes across boundaries customer service operations extend across departmental and company boundaries. For effective operation, it is necessary to provide an IT infrastructure that ensures smooth co-operation, for example, between the customer call centre and the field service operation.

• Managing the field service community Often there are several partners (internal departments and external companies), each maintaining part of the network and/or customer premise equipment. Zylog’s unique multi-company architecture enables customer service to manage the entire community of field service companies using Zylog’s field service management software.
• E-business co-ordination - Zylog has a special ‘hub’ architecture, enabling customer service to pass work/business to its field service companies in accordance with its own business objectives. The hub is the conduit for effective communication to and from the companies and is the basis for e-business and operational coordination

• A central business operations database - Each field service operation is provided with its own (protected) ‘Portal’ to populate the central database with technician availability, work schedules, skills, costs, etc. Customer service then delivers work into the schedules using the Zylog field service management software and the field service companies collect work from it, for distribution to the field service technicians.

BENEFITS

• Lower call centre costs - By virtue of the central operations database, it is possible for the call centre to offer customers a confirmed appointment on the first call, and while the customer is still on the call. This greatly reduces the number of calls required to schedule an appointment thereby reducing the cost of running the call centre while simultaneously improving customer satisfaction and reducing churn.
• Existing call centers have a new source of revenue - adding the additional money making features of being able to support the field work of vertical industries of your choice.
• On-Schedule arrival - Because Zylog considers driving distance, route, rush-hour and (where available) traffic flow, customers may depend upon the arrival times predicted by the system, helping to re-enforce customer confidence in the field service operation.
• Right First Time - Because Zylog considers, skill levels, and inventory available for each job, there is a better chance of each job being completed on the first call. Thereby increasing customer satisfaction, while eliminating the cost of return visits.
• Lower Field Service Costs - For each and every job, Zylog analyzes which available resource can deliver the required level of service, at least cost. The aggregated lowest costs, (across all jobs), means that Zylog is a powerful cost reduction engine.
• Improved Partner Management - Measuring the quantity and quality of field service company work is made easy, within the multi-company structure of Zylog. Companies can be compared and contrasted to help maintain quality and efficiency. Zylog’s field service management software has both detailed and summary reporting, and enables custom report generation. In addition, a graphical dashboard shows at-a-glance how all field service companies are performing.