Two separate companies/departments (A) and (B) working together as one to solve your company's telecommunications service problems. The FieldPower telecom workforce management software interconnects your telecom service call center with the field service companies or departments that can solve your customer's problem. Both your telco service center and the Field Service Company furnish information to, and take advantage of, the same web integrated telecom service center to field service applications. Each has its own secure inputs and distinct secure web sites. How this synergy is accomplished is shown in the integrated service management flow chart below. Your own company's custom secure web site where call center or service desk personal can sign in from multiple locations anywhere in the world. This international aspect allows you to choose the best country and time zone for each part of your business. FieldPower supports all of North America and Europe with field service, and 13 languages.
The complete ticket. Major parts will be shown in the following links, however it is useful to view the whole to get a better understanding of the parts..
The call center or service desk is often our first contact with your customer, so no additional cost of separate call center software need be incurred
A work order or ticket page is customized designed to fit your company's needs - we change our software to fit your current business needs, rather than forcing you to make changes
Intelligent job scheduling software that shows you what appointments are available -your customers get faster, less costly, service
Dynamic Scheduling, while commonly mentioned, is really dynamic dispatching
FieldPower Architecture
Each ticket is made up of one or more tasks so multiple technicians can be scheduled to work at different times on the same ticket. Work that takes place over several days or weeks is a project. FieldPower has the ability to be a telecommunications project management application
An optional terms and conditions required by some governments to be read to customer -avoid legal issues ahead of time
A confirmed appointment date and time to give the customer on the first call - avoid phone tag between customer and technicians
Dispatching of work information to field technicians, and receiving information back from them, can take many forms. Using mobile field service software is one of them
A complete history of anyone who makes changes to the trouble ticket - avoid disputes
A customer relationship management system (CRM) that remembers and links together previous calls from the same customer and optional emails or voice calls the customer to remind them of their next day's appointment. Retain customers and decrease missed appointments
Extensive reporting to understand the quantity and quality of the work being done for your customers. With useful information, you can see what works and grow your company
Mapping, or a geographic information system (GIS) can add to the overall effectiveness of scheduling software by visually showing the locations of customers and technicians. Allows you to see information and trends that are not easily shown on reports.
A compete telecommunications inventory system Parts Tracking
Field Service Management lets you decide which the companies you hire, where they work, and what type of work you will allow them to do. Control of your mobile workforce
Optional complete telecommunications billing and accounting system Get new services to market faster
Option of sharing technicians in rural areas to decrease costs
Decrease remote area support costs Option of using Business Process Outsourcing (BPO) to decrease your back office telecom costs.
Also, the FieldPower mobile workforce management application is modular, because we realize you may need to interface your existing systems to FieldPower at any point. For example, the call center may already be a part of your back office software We are experts at application integration and can pass data to/from your existing systems
|
