A company specializing in telecom, industry, and infrastructure solutions sought to upscale their operational visibility within SLAs (Service Level Agreements), enhance Field Service Engineer productivity, as well as to deliver outstanding Customer Service. Adopting FSM (Field Service Management ) and CSM (Customer Service Management) we guided them through the process of strengthening customer relationships and streamlining workflow efficiency.
Excellent Field & Customer Service Management
“Through the in-depth ServiceNow expertise and agile approach Plat4mation has delivered exceptional results’’
Challenge
The non-automated processes in the company contributed to longer ticket resolution times, lack of transparency and inefficiencies in problem-solving. Therefore, the missing control and visibility on customer call-to-fix SLAs was causing contract penalties and bad relationships with customers. This resulted in decreased customer satisfaction and increased operational costs. Furthermore, the company’s legacy planning tool for scheduling was complex, had no sufficient overview and no automation capabilities, leading to a high admin burden.
Solution
Our team successfully adopted CSM, FSM + FSM Mobile, together with our planning application Schedule4U and integrated it with the company’s SAP ERP (Systems, Applications, and Products in Enterprise Resource Planning). Using the Customer Service portal and Case Management adoption, our client can now provide a one-stop-shop where their customers can raise cases and request various services. The combination of those tools enabled planners to get full insight of the resource availability and dispatch work order tasks to the right Field Service Engineers who receive these tasks on an easy-to-use mobile app.
Results
Our 100% Excellent FSM and CSM integration resulted in:
- Faster issue resolution through an end-to-end workflow process
- Increased customer satisfaction due to the modern customer service portal
- Decreased time for planners to schedule Field Service Engineers
- Complete visibility and control over performance and quality
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