Field Service Industry

Whether your company does installation, repair, or maintenance, all field service companies struggle with improving customer satisfaction and operational efficiency despite rising labor and fuel costs. Customers hate service appointment windows because they feel like a prisoner in their own home waiting for the mobile worker to arrive. When the worker does show up, frequently they don’t have the correct skills or parts to complete the task.

Industry Segments: Appliance and Equipment Repair Building Maintenance and Cleaning Carpeting and Flooring Installation and Repair Electrical Repair and Installation Elevator Repair HVAC Installation and Repair Landscaping Lock and Key Painting Companies Pest control Plumbing Service and Repair Pool Maintenance Security Utilities Windsheild and Glass Repair
		Success Stories:
		•	HVAC
		•	Telecommunications
		•	Fleet Management
		Solution Sheets:
		•	Utility Industry
		•	Door-to-Door Sales
		Spotlights:
		•	HVAC

COMMON FIELD SERVICE ISSUES:

Issue Solutions Benefits I need to find the closest worker with the required skills for this emergency job. SmartLOCATE quickly identifies qualified mobile workers closest to a job. Improve customer service with reduced ‘time to service’ with proper personnel. Our mobile workers complain about too much paperwork. SmartDISPATCH enables instant data communications of job details and updates from the field to virtually eliminate driver paperwork. Faster and more accurate billing while completing more jobs per day. I need to make it easier for my techs to find efficient routes to their jobs SmartROUTE and SmartCALL creates the most efficient routes all day long based on the location of each confirmed customer appointment. Reduce fuel and maintenance cost. More jobs per day. Increase customer satisfaction. I don’t know how accurate the mileage reimbursement reports are. SmartROUTE reports miles required to complete jobs in the order handled. Reduce operating expenses. A lot of my customers not home when a technician arrives. SmartCALL automatically calls the customer to confirm they will be home. Eliminate ‘dead’ truck rolls which can cost as much as $75 per truck roll. Our invoice process is slow, making our cash flow tight SmartPAY allows the mobile worker to accept credit cards using their mobile device Payment can be recieved when services are rendered allowing a quicker cash flow. We always seem to have too much overtime by our field workers. SmartDISPATCH alerts dispatchers when field workers are approaching overtime thresholds. Reduce payroll expense. My Drivers get lost. SmartNAVIGATE provides audible turn-by-turn directions to the handset. Save gas, time and mileage while increasing productivity. I need a better way of ensuring that our fleet vehicles are kept in good shape. SmartDIAGNOSTICS uses the computer in the vehicle to detect anything wrong in the system. Understanding which vehicles need what preventative and routine maintenance keeps your vehicles in tip-top shape.

Agilis Solution

	Suggested Solutions:   • SmartWORKS   • SmartDISPATCH   • SmartLOCATE       Suggested Add Ons:   • SmartNAVIGATE   • SmartCALL   • SmartPAY   • SmartDIAGNOSTICS

Agilis’ solution sets your customers free by automatically calling just prior to a service call allowing the customer to easily confirm, postpone, or re-schedule the appointment for another day. As soon as the Agilis system receives a confirmed appointment, SmartDISPATCH instantly notifies the mobile worker of their next destination and re-optimizes the remaining appointments to minimize mileage and drive time. This revolutionary approach to field service is repeated throughout the day, eliminating wasted time for both the customer and the mobile worker, driving up customer satisfaction and operational efficiency while reducing overall costs.

The complete Agilis solution not only sets the customer free but also dramatically improves management control of mobile workers. Agilis gives your technician instant access via SmartDISPATCH to the necessary job details required to correctly complete the job the first time. SmartLOCATE assists the dispatcher by matching jobs with workers that have the appropriate skills and parts to ensure first time quality. Field productivity is greatly increased through enhanced communications and the

reduction of service calls when no one is home. The mobile worker, via SmartNAVIGATE, can also receive turn by turn driving instructions from their present location to their next service stop. According to Driscoll and Associates, companies that re-optimize their service schedules on a real-time basis have achieved up to a 30% increase in work orders completed per day.