WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?

TABLE OF CONTENTSWHAT DOES IT MEAN? .................................................................................................. 3

HOW DO WE DEFINE END-TO-END FSM? .................................................................... 4

THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS ....................................... 5

AUTOMATING & OPTIMIZING YOUR SERVICE PROCESSES ................................... 6

WHAT END-TO-END FIELD SERVICE MANAGEMENT SHOULD LOOK LIKE ........... 7

INTRODUCING IFS FIELD ............................................................................................... 8

SERVICE MANAGEMENT ................................................................................................ 8

ADDING TO THE VALUE AND MEANING OF END-TO-END... .................................... 9

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In the Magic Quadrant for Field Service, Gartner defines end-to-end field service management as: • Receipt of requests for a field service technician over

the Internet, over the telephone or from an intelli-gent device

• Scheduling and assigning a service technician (long, midrange, weekly and intraday optimization of the technician, factoring in assets and improved service-level agreement [SLA] compliance)

• Complete mobilization of that technician to perform end-to-end service tasks, including the ability to look up inventory status in real time or cached on a wireless device

• Field service functionality that supports a continuum of field service models, from reactive to preventive, to predictive, to reliability-centered maintenance

In addition to the core scheduling component and the mobile support mentioned above, an end-to-end field service management (FSM) solution also may contain the following:• Route optimization• Entitlements and contract management• Product and pricing configuration• Case-based reasoning/knowledge management• Project management software• Reporting and service analytics• Bill/invoice preparation• Field parts, tools and material/parts management

(essentially a field supply chain management [SCM] system)

• Intelligent device management and fleet management• Depot repair• Software for mobile application support that

includes a user experience that maps to mobile workflow

• A service integration framework or platform

WHAT DOES IT MEAN?

DOES END-TO-END FIELD SERVICE MANAGEMENT (FSM) MEAN:A. All existing systems under one platform?B. The ability for each of the various field service components to talk to each other? There are inconsistencies in the marketplace as to what exactly end-to-end field service management is…

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HOW DO WE DEFINE END-TO-END FSM?

IFS thinks that end-to-end field service management should automate and optimize all aspects of the

service delivery process in order to maximize margin and customer delight.

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As a field service organization, the service process typi-cally starts with taking a service request and ends with billing. Service delivery is complex and multi-faceted —especially if repair and reverse logistics are involved. The most efficient service businesses have the ability to easily access and share information from one step of the process to the next, seamlessly.

• THE SERVICE REQUEST: Does your software have the ability to capture all important customer information —and transfer that to the tech? Can your customers use more than one venue to contact you (i.e. social media, online booking requests, etc.)?

• PREVENTATIVE & PREDICTIVE MAINTENANCE: Can your software solution communicate with your devices? Does your software automatically respond to intelli-gence from the field?

• SCHEDULE OPTIMIZATION: Can you get the right tech, to the right job, with the right tools, at the right time? Does your system use personalized constraints to accurately dispatch technicians?

• MOBILITY: Do your technicians have access to all the right information (schematics, parts needs, customer history, upsell information, checklists, etc.) Can they take pictures and videos? Can they finish a job on-site, with mobile invoicing and signature capture?

• PARTS MANAGEMENT: Do you have the right inventory, in the right location to complete jobs first time around? Can technicians locate parts on-demand?

• COMMUNICATING BACK TO HQ: Is dispatch alerted when a technician finishes a job? Are metrics being measured? Can the technician clock in and out from the field?

THE FIELD SERVICE MANAGEMENTDELIVERY PROCESS

CUSTOMER MANAGEMENT

CONTRACTS &INVOICES

WORKFORCEMANAGEMENT

MOBILESERVICE

INVENTORY &LOGISTICS

SCHEDULEOPTIMIZATION

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AUTOMATING & OPTIMIZING YOUR SERVICE PROCESSES

HAPPY CUSTOMERSAutomating and optimizing your service processes directly affects your delivery, and thus your customers’ experience. Shorter appointment windows, online booking capabilities, real-time updates, and better communication are all made possible by software automation. Why end-to-end? The more your system communicates throughout the process, the more tailored an experience you can provide your customer. Customer preferences, location, etc. are powerful pieces of data that should affect how your service is carried out.

BETTER ROIWith a unified field service platform, efficiency is more easily achievable because the higher visibility leads to better precision, more informed decisions, and faster delivery. Some of the reported business benefits include improvement in planned maintenance performance, reduction in admin overhead, reduction in service response time, increase in SLAs met, increase in first-time fix rate, and increase in jobs performed per day.

COMPETITIVE EDGEEnd-to-end field service management is a differentiator for service organizations. Why? While best-in-breed software products provide a fix for a specific problem (i.e. eliminating a manual dispatch system) an end-to-end solution focuses on improving the whole process. Not only does this increase your visibility of your field force, but it also empowers your technicians with everything they need to get the job done. That puts you years ahead of competitors who don’t have a full solution for all of their complex processes.

76% of customers have to contact the call center to find out the status of their service request (Field Service News).

Organizations that achieved 80% or higher levels of customer satisfaction reported greater revenues than their peers in 2014ABERDEEN

The average service margin for profitable organizations in 2014 was

Best-in-class organizations achieved an average of

ABERDEEN

Competition in product and service was listed as the leading challenge for service organizations in 2014.

ABERDEEN 22%

35%

Finding the right field service management software can be a long, expensive process, so why do it?

And why invest in an end-to-end solution?

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WHAT END-TO-END FIELD SERVICE MANAGEMENT SHOULD LOOK LIKE

CONTACT CENTER

SERVICE PARTS LOGISTICS

CONTRACTS & WARRANTY MANAGEMENT

MOBILIZATION

DISPATCH & SCHEDULE OPTIMIZATION

RMA RETURN & REPAIR

FIELD SERVICE MANAGEMENT

FINANCIALS & BI

Customer records, customer portal, seamless CRM integration, etc.

Inventory management, barcode tracking, van stock, cycle counting, etc.

SLAs, coverages, pricing, PM’s, metering, benefits, etc.

Job synchronization, schematics, photos & videos, signature capture, online/offline, etc.

Schedule board, maps, break/fix, crews, work orders, workforce management, etc.

Reverse logistics, advanced exchange, return materials, depot repair, claims, etc.

Skill sets, compliance, time & expenses, projects, products & assets, etc.

GL codes, payments, invoicing, planning, forecasting, analytics KPIs, etc.

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INTRODUCING IFS FIELDSERVICE MANAGEMENT

IFS Field Service Management intelligently manages the entire process to minimize a business’s total cost of service delivery.

• Handles all service interactions while keeping management in touch with the field workforce• Reduces costs associated with complying to contractual agreements• Maximizes service revenue streams for T&M and proactive services• Optimizes comprehensive service supply chain, reverse logistics and depot repair • Empowers your workforce with agile, real-time mobile capabilities that change to fit your business (not the other way around)

THE END-TO-END FIELD SERVICE SOLUTION

Our service automation software is designed to work with your organization’s unique requirements and strategies, while optimizing your service delivery and business processes.

We give service organizations a unique solution that is flexible, upgradeable, mobile and modular—on premise or in the cloud. IFS Field Service Management supports any ERP

system, any asset, any deployment and any mobile device.

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ADDING TO THE VALUE AND MEANING OF END-TO-END...

IOT & M2MMachine sensors and device interaction will make preventive main-tenance a breeze, reduce down-time and eliminate unnecessary site visits.

FOCUS ON IFS FSM: Our solution will work with any IOT vendor thanks to flexible APIs, completely configurable software, and built-for-service parts management.

SOCIALSocial connects dispatch with the technicians and the technicians with your customers. It is a venue for real-time communication and updates that can be used throughout the field service process.

FOCUS ON IFS FSM: Customers receive text message when technician starts to travel with an estimated arrival time. Follow-up text message when technician is nearby with first/last name, cell phone and vehicle license id.

EMBEDDED MOBILITYMobility is no longer a exciting buzzword when it comes to field service, it is a crucial element of an end-to-end solution.

FOCUS ON IFS FSM:1. Request is entered and a solution is instantly suggested by the system.2. Solution adds the parts needed, skills, documentation and instructions to the dispatch.3. Dynamically optimized schedule.4. Technician receives work order on their smartphone along with the solution.

IFS AB ©2015

IFS is a globally recognized leader in developing and delivering enterprise software for enterprise resource planning (ERP), enterprise asset management (EAM) and enterprise service management (ESM). IFS brings customers in targeted sectors closer to their business, helps them be more agile and enables them to profit from change. IFS is a public company (XSTO: IFS) that was founded in 1983 and currently has over 2,700 employees. IFS supports more than 2,400 customers worldwide from local offices and through a growing ecosystem of partners. For more information about IFS, visit www.IFSWORLD.com

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