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Field Service Management (FSM) in the Connected Workplace

Solution Overview
Nov 06, 2020
By Leslie O'Connell

More than 83% of executives agree that the service department plays a strategic role in the overall business. (ReachOut)

Your field services team is the face of your organization.  You need to ensure they deliver excellent service in every customer interaction.

Effectively managing a team of field service technicians is complex.  It involved managing work order scheduling and dispatching with accuracies.  It involves tracking skills, tasks, assets, hours, service levels, vehicles, parts, and the list goes on.

Siloed field management systems have not kept up with the demands that facilities and field service teams need to deliver exceptional customer service.  If you’re using outdated legacy field management software, there will be delays and miscommunications, resulting in poor service.

Excellent customer service starts with a connected workplace platform for field services.

Nuvolo FSM seamlessly shares information, work scheduling and dispatching, with the customer, field technician, and the service desk.

Technicians are given a modern mobile app to track and report their work.

Easily dispatch & schedule technicians to customer locations for installation or maintenance on equipment or
systems. Enable smart dispatch routing to optimize the experience for call center agents and dispatchers. Automate work order management while keeping track of assets and parts inventory.

Using a rules-based recommendation engine built on a robust mobile application, Nuvolo provides clear prioritization, easy engagement, and efficient completion of work orders.

Nuvolo effortlessly includes FSM as part of our Connected Workplace suite (Maintenance, Space, Projects, Real Estate, Sustainability and OT Cyber Security, built on the ServiceNow platform.) Integrations with ERP, parts, financial and procurement systems are simple.

Having a modern, connected field service management capability means you can provide exceptional service to your customers.

Key Features

  • Mobile App
  • Warehouse Management
  • PartsSource Integration
  • Warranties & Contracts
  • Dynamic creation/fulfillment templates
  • Utilization/asset metric-based maintenance
  • Skills & competency management
  • Work order management app
  • Return Goods Authorization
  • Online part ordering and receiving directly from a catalog
  • Hierarchical views of assets
  • Procedure checklists and active knowledge
  • Invoice management and automated invoice generation