Companies that provide technologies intended for use in remote locations – whether that involves operations at an isolated oil field or in a suburban shopping mall’s storefront – face a number of challenges in supplying the technical expertise required to properly install and repair those technologies. Business process outsourcers (BPO) that deliver best practices in Field Service Management (FSM) offer those companies a way to access the technical support they need without having to build their own team of field technicians.
What is Field Service Management?
Field service management programs are designed to support companies who provide equipment that needs professional assistance to get it running as designed. For example, if your company offers a device that your customers merely need to plug into a standard outlet, you could probably get by without field service management.
But suppose your product is an add-on to the existing or replacing your company’s Point-of-sale (POS) systems located in a retail chain’s stores. Your product needs to be properly installed to provide the reliability your customers expect and to reflect the customer satisfaction you want to support from entry to exit.
Take a look at how we install POS machines around the nation here.
For example, Netfor’s field service management team offers customers an established network of skilled technicians throughout the U.S. and Canadian provinces. That network is carefully vetted and tracked to ensure those technicians have both the expertise they need to get the job done and a strong sense of customer service.
How Field Service Management Works
Suppose your company makes a product intended for use in sports medicine clinics. It must be professionally installed to provide the desired performance and ensure it won’t interfere with the equipment it’s designed to work with. This week, you have orders in Morro Bay, California; Hamilton, Ontario; Bessemer, Alabama; and Laurel, Montana. You can imagine how challenging it would be to find the right technicians in all those places.
Fortunately, Netfor has handled the hard part for you, and quickly identifies the technicians closest to your installation locations. After confirming dates and times, Netfor ships the materials the technician will need, along with detailed instructions, then follows up with a phone call to ensure the technician completely grasps the task. The technician shows up on time with everything needed to get the job done efficiently and expertly.
Field Service Management Best Practices
Netfor’s approach to field service management reflects the best practices we’ve developed over many years of serving companies throughout North America. While every field service management provider has its own approach to serving customers, our approach provides an excellent basis for comparison.
Geographic Scope
Your company’s FSM provider should be able to provide technical support everywhere you need it. A so-called nationwide network with large gaps is of little help to busy companies that want to meet their customers’ needs.
As noted earlier, Netfor has an established network with skilled and vetted technicians throughout the U.S. and Canada. You may not be completely sure where Laurel, Montana is, but you can count on us to get a technician there when promised. A provider who can’t deliver in certain areas isn’t a good choice.
Thorough Communication
As mentioned, Netfor works closely with its FSM staff to make sure they have the information, components, and tools needed to get the job done, nearly always on the first visit. (The few projects that don’t get handled immediately are generally caused by unforeseen or external issues like weather and power failures.)
Our clients’ customers are kept apprised of the timing and who will arrive at their site. While working, the technician is connected to our headquarters, so we know when they arrive and leave, plus whether the work was completed. Our client contacts know all that, too, because they receive progress updates in real-time. Experience teaches us that clear communication reduces problems and builds peace of mind.
Saftey & Compliance
We make sure all work performed by our field services operations team complies with technical standards and any industry or local requirements. We also place a strong emphasis on following proper safety procedures and ensuring you won’t have to clean up after our technicians.
