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Field Service Customer Mess

Solving the Field Service Customer Mess

23rd May, 2017

THE PROBLEM

Solving the Field Service Customer Mess: So many field service companies have tried to be organised and internally connected but have failed. In fact, most companies are at the stage where they have lots of different systems that work independently to each other, but they hold different aspects of data.

For example, customer data is held in one system, while related previous purchases and any offers that may be of interest to them are in others. Asset part management information is stored and processed in yet a different system, while booked requests and job data is logged in a separate one.

In order to view and bring all of required data together, there are often many manual processes required by agents, that can often lead to many mistakes.

HOW DID WE GET HERE?

Such a scenario seems like an obvious one to avoid when looking at a business plan theoretically. However, it is much easier achieved once confronted with one system that is deemed a necessity, but doesn’t cater for every single business department.

Companies will have developed new systems; sometimes internally, sometimes they will have had external vendors deploy others; but not all of these solutions will fit together, or fit the organisation’s rules and priorities. Especially if a CRM package, for example, has been bought off the shelf to serve as a ‘quick fix’, the company will experience problems, should they wish to evolve their rules.

Once too many programs are brought together in an attempt to patch a miss-matched platform, systems are often ignored or bypassed by employees as there are too many to learn and/or search through. This sort of set up is not flexible as nothing is connected.

Like many company departments, the systems are working in siloes, so there is very little hope for a seamless flow of communication – both internally and externally.

THE SOLUTION

Straight CV on the table here; having dealt with this scenario countless times, mplsystems can sort all of the above mess out. We do not rip and replace any systems that you already have running without a problem. Instead, we leave everything where it is and connect it all up.

The end result is a single customer view, also known as a unified agent desktop, that amalgamates all of the information from every single system that the company may have. Our software pulls all the relevant data from various different places, so that your service desk staff don’t have to. Their time can now be spent carrying out more meaningful tasks, such as engaging with customers on the phone; answering complex requests and scheduling new and urgent appointments with boosted efficiency.

ONE STEP FURTHER

If it is new systems on a unified platform that you are in search of, look no further. Alongside connecting the customer mess to create headspace, mplsystems specialise in configuring scheduling solutions and mobile apps around your company’s rules and priorities, even when they shift and evolve with time. The data that you need to capture is the central focus of the entire system and therefore, so is your customer.

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