ServiceMax Advanced Scheduling Datasheet

Document created by Deirdre Yee Employee on Jun 10, 2015Last modified by Deirdre Yee Employee on Sep 25, 2015
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ServiceMax Advanced Scheduling

Overview

In field service, getting the right technician or field engineer to the right job at the right time with the right parts and information is critical. It’s also an incredible balancing act. You want to respond immediately and offer the best time for your customer’s schedule, but you also need to ensure that your field service teams – either your employees or your partners’ – are utilized efficiently; minimizing long drive times and white space in their schedules. And of course, just any technician won’t do. To schedule and dispatch the right technician, you need to quickly understand and balance availability, eligibility, service level agreements and skill inventories. Only then can you efficiently manage work orders, maximize utilization rates, and keep your most valuable customers happy.

Benefits:Features

• Improve the efficiency of your dispatch operations

• Increase first time fix rates and customer satisfaction

• Increase technician utilization rates by decreasing windshield time, and increasing wrench time

• Meet customer SLA commitments efficiently and on time

• Leverage your service partners more effectively to reduce costs and improve service delivery

• Empower your dispatcher with our rich, interactive and highly configurable dispatch console

• View work order lists based on users query criteria like unassigned, assigned, high priority, etc.

• Drag-and-drop work order assignments to technicians

• Find the right technician for selected work orders based on territory or proximity

• Make smarter job assignments with Advanced Technician Search to find technicians using multiple qualification criteria

• Assign multiple technicians or service teams to a job/work order

• Adjust work order criteria directly from the Dispatch Console

• Set up pre-defined rules to automatically assign technicians based on skills, expertise levels, proximity to the job and driving distances to work orders

• Provide technicians and field engineers with mobile access to a dynamic calendar of customer appointments, even in remote locations with low or no bandwidth

• Bi-directional integration to desktop calendar tools i.e.Outlook, Lotus Notes

• Out-of-the-box integration to Google Maps to geographically view the locations of technicians and current routes in real-time

• Automatically dispatch and assign work orders to service partner resources based on pre-defined partnership terms

• Prioritize assignments based on customer priority, part availability, or service request priority

• Easy-to-use search interface includes filtering for related work orders

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