Field Service Management

The place where the magic of customer experience happens

Field service: Getting started with field service 2.0

In many respects, current field service management tends to lag behind when it comes to fulfilling today’s requirements – the result of this is a corresponding decline in customer satisfaction. Skyrocketing energy prices are also providing a strong incentive to conserve resources. Thanks to AI-optimised route planning, virtual reality or remote assistance, on-site appointments can be achieved with the smallest possible ecological footprint and also at low cost. Customers also benefit from the fact that their concerns are resolved quickly with fewer fault clearance calls.

In addition, the expansion of IoT solutions is leading to increasingly networked customer service processes. By 2025, there are expected to be 497.3 million active smart home households – this offers a great opportunity for agile field organisations. In addition to fast, high-quality processing, individualised customer handling will be what sets competitors apart in the future.

We support you in developing and implementing a distinctive customer experience through the use of field service management.

The most important functions at a glance

Assignment of tasks and work activities (Central Dispatch)

Procurement and management of parts and goods

Scheduling and deployment via intelligent planning in terms of skills, routes, materials and team building

Completion of work and customer acceptance

Monitoring of activities

Transparency for customers regarding order status in the portal

Field service 2.0: Health check or taking stock

Regardless of whether you already use a field service management solution or not, our experts will thoroughly check your existing FSM solution or show you how your company can benefit from using field service management. Contact us now.

Our service

Scope:

Analysis of your day-to-day business
Requirements analysis
Development of a vision and strategy

Result:

Qualified list of requirements
Vision and/or mission statement
Fit-gap analysis
Recommended actions
Roadmap

Strategic partnerships

Key success criteria to ensure best-in-class solutions are strategic partnerships with technology suppliers and the certification of our solutions by major market partners. adesso works with all leading providers on the market on a basis of trust and has the highest level of certification with almost all technology partners. Benefit from the technical advancements of our partners and our excellent cooperation.

Field Service Management (FSM) – enabler of organisational transformation for product-oriented organisations

Many service organisations use field service management solutions in their after-sales service. Processes, resources and tools must be sensibly coordinated in order to successfully implement the field service management strategy.

Read our blog article to find out what the status quo looks like in terms of field service management and where exactly the journey is heading.

To the blog post

Do you have any questions?

No website and no brochure can replace a personal conversation about your goals and your issues. We look forward to an appointment with you on site.

Senior Business Developer Maximilian Ritzert +49 1716730662 maximilian.ritzert@adesso.de

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