[WHITEPAPER] 5 Future-Proof Capabilities Your FSM Platform Should Have

6/06/2019 / Digital Transformation / Field Service / Integrations / Katia Loboda

Deliver on Future Service by Investing in a Smart FSM Solution Today

The future of service is here. Customers no longer expect effective service – they demand next-level capabilities that provide convenience and business intelligence on the value they are receiving. Service organizations are now faced with the challenge of future-proofing their operations to keep up with the rapidly evolving customer demands and technologies. And it all starts with a smart field service management (FSM) solution.

Our newest whitepaper 5 Future-Proof Capabilities Your FSM Platform Should Have outlines how service organizations can deliver on future service by ensuring that their FSM platform has the following future-proof capabilities.

Intelligent Integration

Today’s customers are demanding greater visibility into the service chain and integrating your field service management software with other business systems is the only way to provide it.

Unfortunately, the cost of enterprise application integration continues to rapidly increasing.

According to Orbis Research, these costs will increase from $10.3 billion in 2017 to $17.4 billion in 2023.

The driver for such high costs? Complexity of modern day integrations and the need for labor-intensive custom coding.

But providing visibility through ad hoc processes and manual interventions just isn’t sustainable. Field service organizations (FSOs) must invest in comprehensive FSM software with integration functionality and capability to streamline communications across multiple systems including CRM, ERP, inventory management or service parts planning, and dispatch and scheduling. When synthesizing systems through intelligent integration, organizations promote the sharing of data and automating processes which in turn reduce human error and maximize employee productivity, allowing companies to deploy new accounts faster all while improving customer satisfaction.

To learn more about how non-technical users can build intelligent integrations with Astea’s FSM software, watch our recent on-demand webinar.

New Deployment Models

Today’s service organizations are highly mobile with a diverse and dispersed workforce. As the need to minimize the cost of IT resources required for hardware and software installation and upgrades, more companies are turning to cloud solutions. Software as a Service (SaaS) models eliminate the hefty expense of installing dedicated servers or purchasing perpetual licenses making it easier for the application to grow with the business.

When the software is updated, the changes are simultaneously implemented across the entire organization, creating minimal to no disruption in operations. With cloud deployment, FSOs have the advantage of adopting new features at a faster rate and lower cost than an on-premise upgrade. And as business needs change, service organizations can scale the deployment as needed faster.

Creating Custom Workflows

To get the most out of your FSM solution, it must offer true, future-proof flexibility.

Your platform must be able to meet current and future needs of your customers. This can only be achieved by adapting the software interface to the changing needs of customers as well as ability to create custom workflows. Often, code-based customization is required to make this possible, causing hesitation among most service organizations when upgrading to newer versions of their software.

But this isn’t the case with Astea’s FSM platform. Alliance Enterprise allows FSOs to update and change software without creating a new code. This means that non-technical staff can create tailored workflows and generate reports. By eliminating the complexity and cost of supporting code-based customization, FSOs also eliminate the need for developer intervention for conflict resolution and are able to take full advantage of new features and functionality of their software.

Mobility

We live in a fast paced, digital world so it’s no surprise that today’s workforce, whether a manager, contingent worker or third party service partner, wants the ability to do their jobs wherever they are.

With a robust FSM solution they can.

Managers can quickly modify technicians’ schedules, address customer issues and approve time sheets using mobile tools. This also applies to warehouse workers. With Astea’s new native mobile application Alliance Warehouse Edge , warehouse workers are now able to perform all of their daily activities on a mobile device. By connecting warehouse and logistics to service activities, FSOs can deliver greater operational efficiency and drive profitability and growth.

But customers demand flexibility when it comes to service delivery as well. Offering self-service mobile customer portals and apps is an impactful way to improve customer experience. When customers are able to schedule service appointments, track service requests, approve sales quotes, and provide feedback on service provided, you benefit from a shortened service and billing cycle and most importantly, delighted customers.

Access to Emerging Technologies

Field service is continuing to shift from a reactive to a proactive, outcomes as a service (OaaS) model which requires the use of new technologies. These include connected sensors and other IoT solutions that provide service organizations with a real-time view of equipment performance.

FSOs also look at artificial intelligence (AI) and data analytics to help create predictive failure models. Even if your organizations is not ready to implement emerging technologies today, it’s critical that your field service management software has builtin integrations that could support them in the future.

But many FSOs are faced with the challenge of finding an FSM solution that enables easy integration with emerging technologies like Internet of Things (IoT), Artificial Intelligence (AI) and machine learning. Fortunately, Astea’s FSM platform is equipped with low-code integration and includes out-of-the-box connectors to traditional third-party applications and a full set of web services to enable automated workflows, all while sharing data seamlessly between all connected systems.

Final Thoughts

Selecting an FSM platform today requires a new approach. In order to differentiate as a thought leader, you must invest in a comprehensive FSM platform that offers the functional modules you can utilize not only today, but one that is flexible enough to evolve over time with the changing needs of your customers and your business requirements.

Download the Astea whitepaper “5 Future-Proof Capabilities Your FSM Platform Should Have” to see how future-proofing your solution can help your organization:

  • Integrate disparate functions and streamline data sharing
  • Leverage user-friendly integration tools to proactively communicate with customers
  • Increase flexibility using a SaaS model
  • Create custom workflows to meet customers’ changing needs
  • Provide guaranteed uptime with integration to IoT, AI and AR solutions
  • And more

Download Whitepaper

To learn more about how Astea can help your organization embrace the future of field service, request a demo today.

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