Comarch Field Service Management

Comarch Field Service Management

The Comarch Field Service Management system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is achieved by selecting the most suitable resources for each task as well as accounting for scheduling issues. The decision is made taking into consideration modifiable and adjustable ratings, according to a company’s unique business model.

Through implementation of the Comarch Field Service Management system, your business can increase the efficiency of its resource usage and team coordination e.g. the impact of geographical location, by selecting the most highly-skilled team for a particular project and thereby improve its service quality. This system addresses the expectations and needs of managers allowing for the effortless management of resources, tasks, time and knowledge within an enterprise.

Comarch FSM will help take service management to the next level through:

* System comprehensiveness (schedules, work time, skills, resources, network data, order data, and SLA information, all in one single system)
* Automated tasks-resources matching based on technician calendar availability, skills, location, etc.
* Utilization of supporting mobile technologies, GPS and geographical information systems (GIS)
* SOA enabling effortless integration with third-party systems

Comarch Field Service Management includes seven functional modules. The basic core elements are Orders and Tasks, Resources, Time Management and optionally: Maps, Reporting, Automatic Dispatcher and FSM Mobile.

Scheduling
ComarchField Service Management allows for both the initial estimate of task duration, as well as determination of the actual task duration. The estimate is based on automatic system suggestions, depending on the task type and employee skills, availability, and location. The field service manager has access to real-time information regarding tasks currently being executed and available resources.

Employees, Competences
Employee monitoring data is used for optimal allocation of employees based on their current physical location. The system stores employee competences, which are automatically linked with upcoming tasks.

Communication & Mobility
In remote locations, employees have the ability to log into the system via FSM Mobile. This allows technicians to access the most accurate and up-to-date data necessary to handle each order. Order dispatch occurs in real-time and technicians are able to complete the service process in the field. Due to cross- and up-sell functionalities, technicians can also offer the customer additional services and print relevant materials directly from the mobile device.

Support & Automation
Specific task types and properly allocated resources allow for more efficient and standardized task performance. This also enables customer support services to be executed according to ITIL guidelines, and ease of adherence to ISO 20000 or CMMI. Automatic dispatching facilitates skill-based scheduling and task assignment, resource availability, overall field service cost optimization, and adherence to service level agreements.

Location
The Geographical Information System (GIS) simplifies task execution in a large territory. The system processes information regarding employee location, presenting both employee and task location. Integration with vehicle tracking, or with information from the global positioning system (GPS) via FSM Mobile, allows field managers to know exactly where their field force is currently located and enables accurate and real-time dispatching.

Analysis & Control

An advanced reporting module facilitates the analysis of employee data and tasks. The system supports both scheduled and ad-hoc reporting. Information regarding the status of tasks is available online. The field manager has access to all essential data and the ability to take necessary action if a problem arises.

Benefits of Comarch FSM:

* Cost optimization due to well-informed task assigning and route planning
* Reduction in paper and phone usage thanks to mobile access for technicians in remote locations
* Decrease in dispatcher workload due to the Automatic Dispatcher module and order completion reporting performed directly by service technicians
* Maximization of total workforce productivity resulting from improved time and resource management
* Reduction of unsuccessful truck rolls – all data for technicians is available in FSM Mobile
* Increase in revenue resulting from a higher number of installations per day and the ability to complete the service activation process in real-time
* Boost in sales due to new up-sell and cross-sell offers to customers through the field service
* Improved customer satisfaction as a result of heightened service efficiency

Company Overview