ServiceNow Field Service Management

The field service challenge

Service quality is becoming more critical as organizations work to differentiate themselves from the competition. That extends to field service, whether that involves sending a technician to install or fix an asset or scheduling an on-site worker, like an insurance adjuster or home health aide. Unfortunately, customer service or the help desk isn’t always aligned with field service workers, resulting in reactive service, multiple service visits, and increased costs.

Without a good connection to the customer and understanding of their assets and history, your mobile workforce may not be prepared with the right skills or parts for the task. Limited visibility can also lead to missed maintenance and costly, unplanned break-fix work. Customers are inconvenienced by multiple visits and feel they’re out of the loop. In addition, safety is a key concern for everyone, and it can be hard to document compliance with safety protocols or ensure workers have access to proper safety equipment.

Meanwhile, management has little insight into field service performance and how to improve productivity. The result is a poor customer or employee experience, potential negative impact on customer loyalty and company revenue, and an inefficient use of time for customers and workers.