Field Service Management

Field Service Management is designed to be used by the Agents, Field Engineers, and by the Field Team Leads/Vendor Managers of Total IT Global only. It is a role-aware app that provides contextual process automation based on the user's role as a Field Engineer, or a Vendor.

The key to an effective field team is being responsive to the right customers, and the right time. Field Service Management helps keep your whole team on task including the agents as well as the field engineers by work schedule based on engineers’ location to ensure the fastest service delivery. It empowers the end-user with the flexibility to modify the bookings themselves and reschedule the engineer visit as per their convenience, hence promoting self-help within the gamut of onsite support services. This application is provided within an enterprise to field engineers thus empowering them with mobility, flexibility and self-help within onsite support services. The application is implemented with realtime on-field engineers availability visible through mobile view access to the Field Managers / Lead users for making all onsite visit bookings seamless.

Field Service Management makes real-time reporting a single-touch away, with an integrated field account survey process, you can get meaningful updates on every account, without the tedious manual pen-and-paper process. Field Engineers can view their field assignments, have access to their calendars, and execute various tasks that drive service resolution. These include, but not limited to, taking pictures, creating work logs, capturing signatures on the glass. Vendor Managers can view their team's assigned work orders and field engineers' info. All of this is done using the normal smartphone.

Field Service Management packs several intuitive "field-centric" features required to automate service process workflows. These include travel time, work time, Work Notes, Customer and Technician’s Signature, and CSR Forms for the closure of tasks.

The Offline Availability feature allows field service engineers to capture information regardless of their connectivity status and automatically synchronizes it with CRM. This is a key feature that maximizes productivity and efficiency for the otherwise disconnected front line workers.

Key Features:

This App includes the following functionalities:

- Centralized onsite engineer scheduling & management.

- Real-time notifications/ integrations with ITSM platforms of TIG.

- Calendar display of service requests/work-orders.

- Work-order management.

- Capturing customer sign-off on the hand-held devices (i.e. signature on the glass).

- Real-time geolocation tagging in the ITSM platform through integration.

- Tracking travel, and work-related timestamps to drive efficiency metrics.

- Logs for the Field engineers for the actions performed.