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Users of this product have found it incredibly useful for managing and resolving field issues. They can easily submit incidents, including …
Overview
What is ServiceNow Field Service Management?
ServiceNow Field Service Management, available standalone or as part of ServiceNow's Customer Service solution, groups key applications and capabilities into scalable packages that can grow as a business's needs change. These include dynamic scheduling, a dispatcher workspace, a mobile agent,…
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What is ServiceNow Field Service Management?
ServiceNow Field Service Management, available standalone or as part of ServiceNow's Customer Service solution, groups key applications and capabilities into scalable packages that can grow as a business's needs change. These include dynamic scheduling, a dispatcher workspace, a mobile agent, asset…
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Product Details
- About
- Tech Details
What is ServiceNow Field Service Management?
The field service challenge
Service quality is becoming more critical as organizations work to differentiate themselves from the competition. That extends to field service, whether that involves sending a technician to install or fix an asset or scheduling an on-site worker, like an insurance adjuster or home health aide. Unfortunately, customer service or the help desk isn’t always aligned with field service workers, resulting in reactive service, multiple service visits, and increased costs.
Without a good connection to the customer and understanding of their assets and history, your mobile workforce may not be prepared with the right skills or parts for the task. Limited visibility can also lead to missed maintenance and costly, unplanned break-fix work. Customers are inconvenienced by multiple visits and feel they’re out of the loop. In addition, safety is a key concern for everyone, and it can be hard to document compliance with safety protocols or ensure workers have access to proper safety equipment.
Meanwhile, management has little insight into field service performance and how to improve productivity. The result is a poor customer or employee experience, potential negative impact on customer loyalty and company revenue, and an inefficient use of time for customers and workers.
Meanwhile, management has little insight into field service performance and how to improve productivity. The result is a poor customer or employee experience, potential negative impact on customer loyalty and company revenue, and an inefficient use of time for customers and workers.
The ServiceNow solution
ServiceNow® Field Service Management helps manage location-based work efficiently and is designed to work seamlessly with ServiceNow® Customer Service Management and ServiceNow® IT Service Management to connect customer service and the help desk with field service processes, or it can be used stand-alone.With Field Service Management the user can:
- Complete work the first time by scheduling the most qualified worker for the task.
- Manual or automated scheduling considers their skills, location, parts on hand, and availability.
- Fix problems before your customers know they have them with preventive maintenance and asset management.
- Improve mobile worker efficiency to meet service level agreements with a native mobile app for iOS or Android with work order information, directions, parts locations, knowledge base articles, and safety checklists.
ServiceNow Field Service Management Video
ServiceNow Field Service Management helps complete work the first time, proactively addresses issues, and improves customer experience through integration with the Now Platform. http://servicenow.com/fieldservice
ServiceNow Field Service Management Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
Users of this product have found it incredibly useful for managing and resolving field issues. They can easily submit incidents, including screenshots and attachments, and communicate with the requestor through continuous email threads until the issue is resolved. This feature has improved their ability to handle incoming tickets and has made the overall process more comfortable. Additionally, the software helps in automating work tasks, leading to increased efficiency. Users appreciate being able to assign and track task status on the go while at different sites, reducing task management hassle. The software also aids in organizing team structure and tracking the status of each task, resulting in increased productivity and time savings. Users have also found value in creating CAB requests and obtaining necessary approvals using this software. Overall, users find the product capable and enjoy using it, although some may have received limited training on its full potential.