It used to be that investing in a Field Service Management (FSM) system gave your business a competitive advantage over your competition. The prevalence of FSM in the marketplace now means those that don’t take advantage of the latest FSM systems may begin to face a competitive disadvantage.
The world moves pretty fast, if you don’t stop and take a look around once in a while, you’ll never know if the latest packages can bring you a greater return on investment, more efficient running, greater employee engagement and happier customers.
So, what do Exel offer that would warrant a look at the Eagle Field Service FSM solution? Apart from it being fully integrated – and that integration extending into the EFACS E/8 suite of business solutions, offering you much more functionality than other providers can.
To look at the field service aspect specifically, we can look at two concepts that Exel consider will give you the edge over your competition. Firstly, that of scheduling your engineers.
Exel’s concept of Assisted Engineer Scheduling was born out of the realisation that service call handlers had to obtain and retain a lot of knowledge regarding engineer skillsets, the types of jobs likely encountered and the average time to complete them, amongst many other things.
The Assisted Scheduler relies on over 25 parameters to determine the optimum engineer/job planning schedule. It presents the call handler with the optimum option, as well as a few more alternatives ranked in order of suitability. Information is provided for each option, should the call handler wish to determine the reasons for the order – the final decision lays in the hands of the call handler.
No matter the experience of the call handler, your client’s concerns are allayed quickly, as the call handler is able to deal efficiently and professionally, from request to engineer dispatch.
Service CRM is a concept that was realised after talking to engineers to gain an understanding of their experience. Some of these engineers had been conscientious and pro-active enough to identify further business opportunities for their company.
Following this, we realised that a company’s service engineers are often a hugely underutilised sales force. They often work closely with the client and can build a high level of trust, and they often have greater access to areas of the client’s site.
They are in a position to identify potential value-add or upgrade possibilities and either feed that back to sales, or potentially arrange a quote there and then. This can all be done via the Eagle Field Service mobile application and relayed to the back office in real-time.
“There’s no need to tab between different systems, all the information that people want is in one place. Moreover, the scheduling of service engineers isn’t just easier than before, it’s also more powerful, resulting in a more efficient routing of engineer visits, and better optimisation of engineers’ time.”
“Roll it all together, and the combined effect of a reduction in paperwork, the elimination of duplication and data entry, and better engineer scheduling, has enabled a significant improvement in engineer utilisation” Nick Stokes, Safestyle. To read about Safestyle’s experience, click here.
To learn more about Eagle Field Service, please view the brochure, here.
To read more about Assisted Engineer Scheduling, please view the data sheet, here.
To read more about Service CRM, click here.
Or, alternatively, feel free to contact us, here.