Complete work the first time
When work needs to be done at a specific site, it is best for all involved if it is done right the first time. This means a field service representative, in the right location, with the right skills and expertise, needs to be prepared with all the information they require to locate and complete the work. This is true for a technician fixing or maintaining equipment, an insurance adjustor reviewing a claim, a home health care worker administering medication, or an appraiser surveying property.
Unfortunately, many legacy systems can make it extremely time consuming and difficult to get employees in the field the information they need to be successful. Disconnected systems and data silos often obscure visibility to vital customer data and history and create misalignment between customer service and field service. This can lead to frustrating experiences, as work takes more time than it should to complete, and may even require a second visit.