
Improving Customer Service Through Better Routing
Companies providing field services dedicate significant resources to monitoring whether incoming tasks are being allocated effectively according to their service capabilities.
This time-consuming activity can delay problem resolution for customers and impact their satisfaction. Field service management software allows companies to create customized rules and apply various models to analyze incoming customer requests, automatically classify the issue, and then assign it to the appropriate teams.
The relevant rules and models can be created and directed toward the right technicians based on various criteria, such as:
● Specific skills required for task execution
● Nearest location
● Available resources the technician has to complete the task
The ability for efficient routing offered by this type of specialized field service management software eliminates the need for constant oversight and manual task distribution. Agents can resolve issues faster when using their strongest skills. This ensures that customer issues are handled as quickly as possible by the best available technician, leading to increased satisfaction and the development of long-term relationships.
Additional benefits include:
- Reducing errors
- Increasing customer satisfaction
- Boosting overall productivity
- Reducing costs through optimization of time and resources needed for service delivery
SBS Field Service is a specialized task management software that reduces costs and increases efficiency through process and activity optimization and automation. All actions are reflected in real time without data loss. The full digitization of the process ensures better control and faster invoicing. In real time, you can track the effective engagement of employees, their location, and the services and materials used on service sites. The built-in BI analytics are easy to use and help make quick and accurate decisions.
The software has a web version and an Android app. It can be integrated with the ERP.NET platform for full process automation – from request creation to invoicing and payment.