Field Service

Networked service order management, field service scheduling, dispatch and routing

 

One Network for field service automatically controls all processes to manage service, repair, and maintenance activities of deployed equipment. Automating service order management, field service scheduling, dispatch and routing in one unified system helps you to reduce costs and improve efficiency. You can reduce overall service labor costs 10% to 25% — or increase your capacity and grow your business while keeping costs steady.

One Network integrates all the key aspects of field service. All companies involved in the service network — manufacturers, distributors, dealers and third-party service providers — share networked processes and information. You will complete more calls on time, the first time.

Field Service Capabilities

  • Customer Management. Manage the “who, what, where, and how” of the service business. A fully integrated customer installed base database is automatically populated and updated any time service activity is recorded against the installed base.
  • Product Catalog. Suppliers can specify what parts are sold to the service company, in what unit and at what price. Both suppliers and service companies have access to the same product catalog. Both can view up-to-the-minute reports on purchases made. All price books are controlled, with a complete history of all revisions.
  • Contract Management. Develop and manage the complex Service Level Agreements (SLA) that customers demand. One Network correctly calculates service entitlements and penalties, such as part requirements, response time, fix time, and downtime. And it makes them easily accessible to everyone who needs to know.
  • Call Management. Intelligent call management provides complete call details and captures symptom, fault, cause, and remedy. It populates a historical database that you can query and use to develop knowledge bases such as diagnostic scripts.
  • Advanced Scheduling. A unique algorithm and configurable business rules send the right technician to the right place, at the right time, to resolve service requests on time, the first time. Considerations include parts, pricing, and existing service level agreements, along with the technicians’ skills, availability, prior commitments, travel time, and current location.
  • Web-based Dispatch. The Dispatch Board is an easy-to-use work area for managing scheduling assignments. Dispatchers can monitor and manually edit existing schedules, check for calls in jeopardy, update technicians' profiles and availability, view unscheduled calls, and track technicians' locations.
  • Optimal Routing. Find the most efficient travel route, with integrated mapping that displays driving directions, the location of field assignments, and recommended travel routes.
  • Mobility management. One Network gives service engineers immediate, real-time access to up-to-the-minute service information. You can scan parts using RFID tags or barcodes. Wirelessly view and manage the installed base and service parts in deployed vans, warehouses, and customer sites via standard PDAs, handheld computers, and mobile phones.

Get on the One Network

One Network connects all supply partners on a shared network with many-to-many connectivity. Join us and get immediate access to a global community – currently over a thousand manufacturers, retailers, carriers and equipment service providers already on board. Contact One Network today.

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