Coresystems is a proven innovator and a leading provider of workforce management software and field service software that works for organizations of all sizes and for field service businesses in any industry.
Enterprise resource planning (ERP) is process management software that businesses use to integrate applications, manage business functions and automate back-office chores that involve customer service, technology and human resources. Although today's businesses understand that technology is essential for success, service teams are still falling short in delivering value to customers.
Disconnected technological infrastructures have limited value and high costs. ERP, CRM and services must communicate with each other to keep the functions that depend on them from working in a vacuum. Disconnected systems are expensive; when one system upgrades, the other systems must be individually upgraded as well. System maintenance and upgrading processes quickly become unmanageable when too much must be synced in order for discrete systems to communicate with each other.
Sales people need to know if a customer has experienced frequent service failures or lengthy downtime before they approach that customer about service renewal. Inventory personnel need to know about defective products and parts that are causing equipment failures in the field. Service technicians need to know when a contract is expiring before heading over to a customer's site.
Access to an integrated source of information can make a huge difference for manufacturers and service organizations. The entire team can use this data to glean insights and to make real-time decisions that positively impact productivity, performance and the customer service experience.
The benefits of any field service solution will depend on how well the new software will sync with existing systems. Although many businesses already have ERP and CRM systems in place, field service management is all too often paper-based.
Imagine a field service solution where management can schedule and assign large teams of engineers to the most crucial jobs, track the status of equipment warranties for expiration, and determine when equipment needs upgrading, servicing and/or replacement.
Jobs can be effectively managed; the right team manager can be dispatched to the right job. Ongoing data production can be captured for analysis, and checklists can be utilized to assure that proper procedures and best practices are followed. Day-to-day field service issues almost seem to take care of themselves.
However, what happens when ERP and CRM solutions are already on board, or when a company wants to add these systems on top of a field service solution? What happens when there are complex technical challenges beneath the surface that must be addressed before the company can implement effective field service management?
ERP and CRM solutions can be integrated with field service software to deliver a stronger field management platform. However, if these systems are to be effectively integrated, the company's CRM and ERP software must contain an open application programming interface (API) that can applied to a variety of different systems. At the same time, field service management software must also have an open API that allows it to interface with CRM and ERP.
A feature-rich ERP solution with tracking and coordinating processes will allow a complex organization to determine revenue, track jobs, simplify workflow and manage service and support departments. Being able to coordinate all service center processes means that field teams will always be using materials and resources that optimize customer satisfaction and generate the greatest return at the lowest cost.
Field engineers must have the means to interface with office systems via a mobile device. They need access to job scheduling, service histories and other customer information. They must be able to access manuals, record parts usage and asset details while interfacing with dispatchers, colleagues and managers. They also need a way to request additional time on a site when necessary.
Enterprise-level field service management software should allow dispatchers to create service schedules according to skill sets, historical job data and customer location.
Although today's businesses understand that technology is essential for success, service teams are still falling short in delivering value to customers.
"On average, technicians are scheduled for 3.7 jobs per day, but only 3.2 jobs are completed daily."
- Aberdeen Research, Field Service Excellence Depends on an Integrated Approach, Dec 2015
In today's competitive market, a great customer service experience can have a big impact. Having the best technology means little unless a company can leverage the data flow into information that benefits more than just a few. High performance companies have this to say about it:
1. Integrate the field with the rest of the company.
A technological infrastructure that's integrated allows groups and individuals to make decisions in accordance with other groups and individuals within the same organization. Integration makes it possible to give customers a consistently positive experience.
2. Prioritize access to insights. Integrated technology can access real-time input.
This helps the service team to base decisions on realities in the field.
3. Implement a unified approach to service delivery.
Technology helps service to move at a pace that's consistent with customer needs. Regular updates allow for flexible use of resources to meet changing requirements in the field.
Coresystems' open platform is designed to streamline and simplify the process of integrating our system with existing CRM, ERP and other business systems. Using the open platform approach, companies can implement applications that best serve their needs on a case-by-case basis. The outcome? An optimized system that helps you sell more, collects your money faster, and leaves a trail of happy customers in your wake.
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