{"id":383,"date":"2020-08-05T19:36:00","date_gmt":"2023-06-06T19:36:43","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=383"},"modified":"2023-06-29T02:44:36","modified_gmt":"2023-06-29T02:44:36","slug":"field-service-management-technology-transforms-businesses","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/field-service-management-technology-transforms-businesses\/","title":{"rendered":"4 Ways Field Service Technology Delivers Efficient and Safe Services"},"content":{"rendered":"\n

Companies across APAC are reopening after COVID-19 lockdowns. For many of them, building business resilience<\/a> is a priority. How can they adapt to disruptions like COVID-19, while maintaining continuous operations and safeguarding people?<\/p>\n\n\n\n

This is particularly challenging for field services providers. Future lockdown directives may prevent field service technicians from visiting customers\u2019 homes. Customers may also want to minimise visitors to their homes. Therefore, you will need to explore new ways to deliver superior customer service. At the same time, you have to prioritise the safety of your technicians and customers.<\/p>\n\n\n\n

This is possible with the right Field Services Management (FSM) technology. For example, using remote assistance tools can improve first-call resolutions while limiting physical contact.<\/p>\n\n\n\n

Here are four ways FSM technology can improve your field service operations, while protecting technicians and customers:<\/p>\n\n\n\n

1. Understand your customers\u2019 needs in the new normal<\/b><\/h2>\n\n\n\n

Field service providers must adhere to physical distancing restrictions. To do so, you may need to reduce manpower and service capability.<\/p>\n\n\n\n

To neutralise this risk, reach out to your customers to understand their current needs. Then, reallocate the right skill set to meet customer demand. <\/p>\n\n\n\n

FSM technology enables effective reallocation by forecasting demand spikes across service territories. Use demand forecasting to mobilise back-up teams in places where service gaps occur. Demand forecasting can also identify high-demand areas that are suited to innovations like pop-up service centres.<\/p>\n\n\n\n

2. Maintain service level agreements while ensuring worker and customer safety<\/b><\/h2>\n\n\n\n

To limit in-person customer visits, use remote customer assistance tools. These include live video calls, augmented reality technology, or artificial intelligence.<\/p>\n\n\n\n

During the pandemic, Sports Engineering And Recreation Asia Ltd. (Seara) <\/b>could not send technicians to customers\u2019 homes. That did not stop the fitness equipment supplier from helping customers to install equipment. Group Customer Service Manager Nisarat Chokwattanakansir explains:<\/p>\n\n\n

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\u201c<\/span>One of our customers had some old people at home who were vulnerable to COVID-19. We were able to do pre-installation with video from our warehouse. Then we sent the new equipment to the customer with the installation report. The customer then confirmed receipt on the digital platform. This made our customer\u2019s life easier.\u201d<\/p>\n<\/blockquote>\n\n