In this Astea sponsored article, featured in the March/April 2019 issue of Field Technologies magazine, see what 4 main tasks any user should be able to perform with an FSM platform in order to stay agile.
If you’re not asking the right questions when selecting a field service management (FSM) platform, you could be setting yourself up for failure.
Choosing the right FSM solution is a complicated process for any organization. Once you define your organization’s needs, there are numerous capabilities, integrations and vendors to consider. Today’s service organizations need broad features that span the entire service lifecycle. They require deep information management capabilities, flexibility to impact the customer experience, easily integrate with other software platforms and the ability to interact with emerging technologies like IoT devices. To meet these requirements, you must ask these crucial questions when selecting FSM software:
- How will each platform help us grow after realizing the initial efficiency gains?
- How will it help us explore new revenue opportunities?
- How will it help our organization adapt to a new digital world?
- How can it help us outpace our competitors in a hyper-competitive industry?
Astea sponsored this article on “4 Future-Proof Capabilities Your FSM Should Have” in the Field Technologies magazine which outlines the four main tasks any user should be able to perform with an FSM platform in order to stay agile enough to compete in the ever-changing world of field service.
Adapting the User Experience
Adapting mobile and back office interfaces is critical in order to allow more powerful features to be implemented into your business processes. These features make it possible to create brand new fields that can be displayed on any interface and be utilized to create new database tables and modules.
Creating Custom Workflows
In order to dictate different processes of your business, your FSM platform must allow you to create authentic, custom workflows. By creating specific escalation and workflow rules, you can shape the behavior of your field technicians, vendors and customers.
Improving the Customer Experience
As customer needs and technology preferences continue to change, it’s pivotal to offer personalized customer experiences in order to differentiate in today’s service industry. Customers expect to have instant communication with their service provider, book appointments and have status updates at their fingertips. Astea’s Alliance Customer Portal and Mobile App for example, reduces your company’s dependence on sales and service staff to conduct transactions that customers can perform faster themselves online and on-the-go. The convenience of instantaneous self-service, ensures highest levels of intuitive usability, functionality and productivity for customers and your organization.
In today’s digital world, nearly every mobile app, software application and website integrates with multiple other applications and data sources. This integration allows companies to gain efficiency, solve problems faster and ultimately differentiate through their service offerings. When your FSM platform allows your organization to run as a fully integrated enterprise, adapting to future changes could be effortless. Seamless communication between various sources of information, such as smart devices and third parties, all through one platform, empowers organizations with smarter data and ability to better service their customers through personalized user interfaces.
Download the full article now to see how your FSM platform can help you stay ahead of competition.
To learn more about how Astea can become a valued partner to your company, click here.