Special Report: Field Service Management

05/27/2020

Efficiently managing a team of front-line employees has recently become one of the most operationally complex tasks. For most organizations, especially during times of pandemonium and economic misfortune, efficiently managing a team of front-line employees (or field force), can be a priority that slips through the cracks. Featuring executive interviews with insights and analysis from industry leaders such as those from Salesforce, in this report you’ll learn:

  • How to manage your front-line employees to increase productivity and revenue
  • Real-time scheduling and operational efficiency
  • How to deliver a managerial metric mentality

Here's a sneak peak the report:

What is Field Service Management?

CCW Digital defines Field Service Management (FSM) as the organizational technologies and functionalities of a company's resources employed at or in process, dictated by a systematic approach that is designed to keep track of the various components of field services. Through effective Field Service Management, contact centers and customer-centric organizations can improve first-visit resolution with a complete field service solution for dispatchers, mobile workers, and managers. It includes delivering AI-powered scheduling and resource optimization, access to job schedules, delivery inventory, knowledge management (KM) articles, and more, all composed via artificial intelligence and automation. However, according to a recent CCW Digital Market Study, only 3% of the survey’s respondents say they are successful at AI automation, highlighting a misalignment in today’s digital era of FSM and workforce optimization (WO). During these difficult times, we should be doubling down on our FSM technology to navigate through the COVID-19 pandemic. As permanently connected mobile and other digital devices proliferate and systems begin to communicate with each other seamlessly, the next step for many managers and software developers is to devise a technological solution that can assist with managing a mobile or remote workforce in field service operations, relieving frustrated leaders of the inefficiencies inherent in the traditional process. The conclusion customer-centric organizations are beginning to reach is an updated, sophisticated Field Service Management (FSM) solution. 

Real-time Scheduling and Data Aggregation 

Real-time schedule updates help businesses adjust to evolving workloads on the fly and helps meet the high expectations of your customers. At its core, FSM is simply any system that is designed to keep track of the various components of field operations and services, to ultimately make sure your organization’s customer service remains profitable. These components typically include inventory management, vehicle tracking, scheduling, customer portals, and more. In terms of software-as-a-service sector (SaaS), management of these components should be controlled through a cloud-based portal which can be accessed from mobile devices while field technicians are on the job. Everything from tracking driver efficiency to empowering customers can often be controlled using a sophisticated FSM solution.

For the 3-step-approach to increasing productivity through Field Service Management, download the full report for free.




We’re bringing the best of CCW to you with CCW At Home! Discover CX technology and strategies to help you redefine how your business engages with employees and customers in this new era. Learn more and register for free.