Making Sense Of Optimization In Field Service

When field service exceeds expectations, your customers—and your bottom line—benefit.

Managing an on-the-go workforce to install, repair, or maintain assets is critical to earning and preserving customer satisfaction and trust. And field service has come a long way since the early days of fragmented applications for call center, dispatch, scheduling, and routing. Today’s field service operations are interconnected and more mobile than ever, relying on innovative technologies such as artificial intelligence (AI), machine learning (ML), and the Internet of Things (IoT). But with progress comes complexity, and if any of these moving pieces become misaligned, customer happiness, team morale, and company profits can take a hit.

Field service optimization is the practice of refining how resources are deployed to achieve three primary goals: maintain seamless, efficient, cost-effective operations; make employees productive and engaged; and keep customers happy.