Delivering Customer Delight... One Field Agent at a Time!

Transcription

1 Delivering Customer Delight... One Field Agent at a Time! BORN for Field Service Management FieldOne Sky - Enterprise Field Management Solutions The most advanced, comprehensive and adaptable enterprise solution. Period

2 Growing Challenges and Expectations We hear you, loud and clear! Service and Operations Managers The Challenge: Improve customer service and reduce cost! Exceeding customer expectations is your first priority. You stay up at night thinking of new ways to improve service quality and speed. You ve always had to manage with limited resources, but increasing competition continues to ratchet up the pressure to do more with less improve productivity, increase asset utilization, control costs. As the role of field service continues to evolve into a more strategic function, you are now called on to find new revenue opportunities, develop new income streams, and create innovative customer experiences. World-class service organizations have always had strong leadership, great people, and proven processes, but today that s not enough. You need powerful tools and technology to drive your field service organization forward and compete. Executives The Challenge: From cost to profit center Increasing customer expectations and changes in the economics of acquiring and retaining customers have transformed the nature of field service from cost center to a strategic element of customer management and an important source of profit. Customer service and data rules You are focused on finding a true understanding of your customers needs and the provisioning of solutions to ensure customer satisfaction, profitability, and maximum value. You need new metrics, better data, and enhanced visibility to monitor performance and assess the value delivered by your investments in field service and systems that can quickly adapt as the landscape and customer requirements change. Legacy field service management technology is a bolt-on to your ERP system to manage inventory and contracts to improve billing speed and accuracy while reducing overheads. Today, it s about the efficient delivery of service and support to customers to improve satisfaction, enhance loyalty, and strengthen future revenue streams by truly understanding what customers need, want, and what they are willing to pay.

3 Growing Challenges and Expectations We hear you, loud and clear! IT Professionals The Challenge: It s now your turn to make it happen The business users have defined their requirements and shared their vision and now it s your job (once again) to turn that into reality. You ve experienced enterprise software deployments before. Multi-year development and customization projects. Complex and expensive data integration. Software packages requiring a life-time commitment to the vendor s professional services organizations. Hosted solutions masquerading as scalable cloud-based systems. Expensive annual maintenance support agreements providing little real value. The evolution of field service management Field service management solutions used to be a simple bolt-on to the ERP system to track inventory and drive billing. Today, field service management technology needs to address a large number of complex business processes touching sales, marketing, operations, HR, and other functions beyond the field service group. Field service management solutions need to integrate minimally with CRM and ERP systems and generally other enterprise systems, as well. Mobility is a crucial element of every field service solution that adds additional complexity with so many decisions to be made about hardware and software platforms, security, and management. Forward thinking organizations will also want to harness knowledge management and integrate social collaboration tools. Field Agents & Mobile Resources The Challenge: Meet your clients requirements and help them better serve their customers You are a people person and your client and your customers like you because it s clear to them that you re strongly motivated and eager to do the job right. Too often, however, poor technology and missing information handicap your best efforts. It causes you as much anxiety and frustration as it does the customers when you can t meet their expectations or have to schedule a second visit to finish a job. It doesn t have to be that way. Today, field service technology can automate the overall process and routine tasks and provide robust tools and information resources through mobile devices, so you can concentrate on providing quality service and a great customer experience

4 FieldOne Sky: The Solution FieldOne Sky Capabilities Everything You Need in One Platform Schedule & Dispatch Multi-dimensional, dynamic scheduling tools to manage individuals, teams, and asset Automated Routing Enterprise-class automated scheduling and routing optimization Inventory Management Syncing inventories and service needs to drive efficiency, productivity and customer satisfaction Contracts and Warranty Management Enhanced visibility and control of customer and asset information to drive more service revenue Knowledge Base Capture and share knowledge to improve productivity, service quality, and the customer experience CRM Enterprise-class CRM optimized for Field Service organizations Business Intelligence Insight and analysis to meet objectives, achieve goals, and continue to improve your operations Mobile The native app capabilities your field agents need to provide customers the best service using any mobile device Customer Communications Improve the customer experience with automated, multi-channel alerts and notifications Social & Collaboration It takes networked people sharing information to serve a network of customers Portals Access to information, processes, and status that impact service is vital to your customers and partners

5 FieldOne Sky: The Solution FieldOne Sky Technology Advanced and adaptable Technology for Superior Field Service The Framework Enterprise-class power engineered with the latest technologies to transform the way your manage field service Configuration Point-and-click configurations and customizations for rapid deployment and modifications Mobile Technology Centralized enterprise management, security, and customization across all mobile platforms Integration Simplified integration to enterprise systems and resources supporting field service management Deployment True cloud, hosted, or on-premise flexible options to fit your business Rapid Development Platform Faster innovation and business growth Extensibility Quickly add functionality to enhance your solution Enterprise-Class Infrastructure Ensuring your field service solution is supporting your operations around the clock Sky Mobile Features Native Apps for ios, Android, and Windows Phones and Tablets Leveraging the built-in features of each device, Sky Mobile apps are richer and more secure than any browser-based application. Browser-based options are available for legacy devices. Central Management & Development Console Remote administration with no-code customization. When business changes, quickly create new customizations once- with no coding - and instantly update to all mobile platforms. Central management of all users and devices (regardless of platform) including remote data wipe for lost or stolen devices. Full Offline Capabilities Sky Mobile s native apps better access device resources for a more robust off-line user experience. Seamless store and forward capabilities coupled with optimized memory usage as well as the ability to leverage all device capabilities including barcode scanners, RFID readers, credit card readers, and more.

6 We have got you covered... Service and Operations Managers IT Professionals You might be seeking a solution that: Accelerate customer response times Increase workforce utilization and productivity Creates service process efficiencies Drives increased service revenues Reduces costs Improves scheduling quality and reduces follow-up calls And you re likely concerned that: Finding a solution that would meet all your requirements is nearly impossible A solution is beyond your budget The time and effort you d have to dedicate to the implementation is too daunting You ll push for an investment that fails to meet objectives Your business is constantly changing and the system will continue to drain your budget as you pay to make modifications You are probably evaluating solutions that: Provide robust and easy to manage mobile capabilities Can be rapidly deployed in the cloud or in your data center Are easily configured to meet your businesses specific workflows and needs Integrate with existing enterprise systems Can be managed and modified without or with little external professional services costs You are likely concerned about: Complex, costly implementation projects Expensive, challenging integrations High costs for support and modifications User acceptance issues resulting in wasted time, effort, and resources Security, reliability and scalability Executives Field Agents & Mobile Resources You are probably evaluating ways to: View data in customized dashboards to track KPIs Increase visibility into field service operations Get better and more actionable customer insights Improve customer retention rates Increase field service margins Find new sources of field service revenue You re likely concerned that: The direct and indirect costs of deploying new technology in the field will be too much to justify Investments in sales and marketing will provide faster or larger returns Your field service organization will resist increased accountability and change The IT organization will balk at the complexity of a customer-focused field service management initiative The implementation time and cost will be prohibitive and disrupt your operations You want a system that: Is easy to use and simplifies your job Eliminates paperwork Ensures you are in the right place at the right time Provides you with all the information you need to complete the job Improves communication and collaboration with your teammates and dispatch Makes your work more productive and your life much easier You are concerned that: The system will be hard to learn and use It won t work when you can t get an internet connection You ll spend more time entering information than you do on paper Performance will be spotty when connectivity is weak It won t work or be optimized for your mobile device

7 Why FieldOne is truly different? Born for Field Service We were born for field service and it is all we have been doing for almost 15 years. We help our customers become very successful with their Field Service Management. Razor sharp focus and a long trajectory helping customers with a myriad of field service challenges has equipped us with the experience and know-how to develop highly effective solutions to your specific business needs. Our People Listen and Deliver We listen and adapt to your needs, not the other way around. Our sales team, sales engineers, technical experts and customer service pros all have one simple objective: meet or exceed your expectations. We do this by listening to your business needs, concerns, workflow requirements and business objectives and partnering with you to deliver remarkable service to your customers and a great ROI for your company. Our Technology Adapts Built from the bottom up, our platform is one of the most flexible, adaptable and configurable technologies in the market. We deliver an amazing level of customization without draining your budgets or burdening your IT resources. Our technology also adapts to your changing needs, as you expand into new markets and geographies or add more workflows and scope to your services. We Take the Pain Away Having a robust, powerful and adaptable FSM solution in place will produce great results for your top and bottom line. Getting there, however, can be painful and risky. It requires a lot of people, resources, training and commitment to get it right. The change will impact every aspect of your business. Our processes will help identify, understand, navigate and successfully complete each phase of the journey together. It s All About the Customer Providing remarkable customer service is the essence of FSM. Your customers want, need and increasingly expect this. If they do not receive it, they will look elsewhere and openly voice their complaints, in real time. We feel the same way. As our customer, we expect you to expect remarkable service and work very hard to deliver on this.

8 The most advanced comprehensive ADAPTABLE and scalable ENTERPRISE solution. Period. Main Office 1 International Blvd. Mahwah, NJ (866)