As service organizations seek to grow their revenue and satisfy customers, they are also looking for ways to boost the productivity of their technicians. Technicians today are being asked to do more in the same amount of time, such as servicing increasingly complex equipment.

Automated Notifications

Automated notifications in ServiceMax Go alert technicians when a work order or an appointment has changed — such as when a work order or schedule is postponed and rescheduled, or a work order priority has changed — and lets the technicians automatically accept these changes.

By using automated notifications, technicians are able to focus on the service job at hand while staying up to date so they never miss an appointment. In addition, they can be defined by an administrator, allowing you to enforce processes and standards across the mobile workforce.

The notifications are all configurable, allowing you to specify who will be notified, what the notification will say, and what action should be taken.

Geofencing

With geofencing, specific automated actions are triggered when a technician enters or leaves a defined location.

When a technician arrives on-site, a geofencing notification will automatically update the work order record with the technician’s arrival time and the work order status. No longer will your technicians be slowed down by having to log in and enter their arrival times and work order statuses.

When leaving the job location, a technician might forget to complete the work order debrief or email a customer satisfaction survey. With geofencing, the technician is automatically reminded to complete the debrief and send the customer survey.

In both instances, not performing these tasks can run contrary to the service organizations’ processes and impact their effort to grow revenue.

Connected Conversations

Connected conversations are automatically triggered when a technician views a specific work order or installed product record and taps the Zinc conversation icon. Each record has its own conversation thread that shows a history of the previous messages. Technicians are now able to access, leverage, and share historical knowledge and connect with other technicians who may have worked on the equipment in the past.

Bringing context to these issues reduces non-productive times and improves first-time fix rates by helping technicians find solutions that resolve customer issues quickly. The better you connect your employees with the people, information and systems they need, the faster they can get their jobs done. And the faster information and knowledge flows through your organization, the faster the organization itself can actually operate.

To learn more about the ServiceMax 19.2 release and how technicians can become more productive though automation, watch the replay of our ServiceMax 19.2 LinkedIn Live event!

About Dave Miklasevic

Dave MiklasevicAs a senior product marketing manager at ServiceMax, Dave Miklasevich is responsible for installed-base, parts management, proactive maintenance, and entitlements of the ServiceMax Execution Management platform. Dave has in-depth experience and knowledge with Big Data, IoT, Cloud, platform security and analytics. Dave has held product marketing and management positions in market leading organizations over the the past 15 years.

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