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Empower Your Field Workers To Be Superhereos

EMPOWER YOUR FIELD WWORKERS TO BE SUPER HEROES ASTEA iscover the strategies that will enable your back-office dispatch center to find the right technician for the right job, Y and provide better information to the field technicians to improve their service performance. DISPATCH CENTER All Others Best-in-Class* STRATEGIC ACTIONS 63% 53% Invest in mobile tools to provide technicians with better access to information in the field Make captured service information available across the enterprise 41% 37% 41% 47% Develop real-time visibility into field assets (equipment, vehicles, technicians) - in terms of location and capacity Leverage performance data to determine optimal selection, training and compensation practices 34% 18% 32% 44% 35% 45% Lower Shrinking Increasing product-based competition Increasing competition in service customer service spending margins *Best-in-Class (BIC): Organizations demonstrating the top 20% of industry performance GOAL OF MOBILE INVESTMENTS 55% 51% 36% Improve customer satisfaction Reduce cost Increase (labor) productivity ASTEA INFORMATION FOR SERVICE PRE-WORK v Work Requirements V Customer History v Parts availability V Best route DURING WORK V Resolution best practices V Order parts V Print receipts V up-sell POST-VISIT V Close tiokets Manage schedule V Rooord parts and TEE V Conduct survey 4.5 INTEGRATION IS AN ESSENTIAL FACTOR TO ENSURE SUCCESSFUL MOBILE FIELD SERVICE DEPLOYMENTS ON A SCALE OF 1 TO 5 (5 = EXTREMELY IMPORTANT) SLA Compliance 95% BIC BENEFITS 83% OTHERS Utilization 76% BIC from an integrated field service product 54% OTHERS Customer Retention 86% BIC 77% OTHERS First-time Fix 90% BIC 71% OTHERS Benefits of cloud solutions in field service (focus on mid-market) MID-SIZE (REV) LARGE (REV) SMALL (REV) 21% 26% 36% 41% 16% 26% 55% 42% 38% 38% 26% 43% 59% 58% 69% ACCESSIBILITY OF SOLUTIONS COST REDUCTION (UPFRONT) EASE OF SUPPORT AND UPDATES COST REDUCTION (SUPPORT) SCALABILITY Aberdeen Group POWERED WITH RESEARCH FROM A Harte-Hanks Company P RES S-RES P RESSURES

Empower Your Field Workers To Be Superhereos

shared by Astea_International on Jan 23
The infographic describes strategies that would enable back-office dispatch centers to find the appropriate technician and provide better information to field technicians to increase their efficiency....




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