The Next-Gen FSM Platform covers end-to-end the entire Field Service Management process and provides the most advanced features for the smoothest integration with the customers’ application map, such as CRM, ERP, Asset Management, GIS, and IoT.
Not only it provides a Layer Foundation for further updates and configurations, but it triggers the potential of the modules specifically designed for Field Service Management processes and activities. This applies to a wide range of scenarios.
From asset maintenance, to managing the maintenance processes of highly complex organizations, plants, and assets, and tracking performed tasks (resources, timeline, warranties, materials, etc.).
The Next-Gen FSM Platform enables the schedule optimization of field resources, associating an appointment for an asset with the technician that best meets the requirements in terms of skills, optimized routing, materials and equipment, unexpected events, available/unavailable customers.
Finally, mobile empowerment provides technicians with a mobile app, also with offline access, needed for accurate and effective execution of work orders, as well as for collecting data offering the best possible service. Mobile empowerment applies to a wide range of scenarios, such as mobility, cooperation among users, Augmented Reality, Machine Learning, and further integrations.
The breadth and depth of our solution, together with an endless innovation and a strong differentiator in GIS offer advanced capabilities that can act as key elements and add unique value to our customers.
Reducing the gap between technician and customer by streamlining field interventions and aftersales experience to a whole new level.
Optimized management of field appointments with customers, in compliance with the SLAs and Authority regulations, and keeping in consideration emergencies, estimate overruns, cancelations and travel issues.
High configurable module designed for the orchestration and monitoring of construction site assigned to external contractors, getting continuous feedback, automatically collecting data in the field, and validating field works with quality inspections.
Some activities require multiple resources and multi-day planning. Project managers and dispatchers can orchestrate projects, and plan on a medium-long term, optimizing technicians’ allocation and tasks debriefing.
End-to-end management of work orders. Creation either internally or imported from external systems, such as ERP, CRM, IoT, assignment and manual dispatching to technicians, on daily and multiday dispatching consoles.
Management of used materials, spare parts and returns, warranty, warehouse consultation, and issuance of possible quotations/preparation of a first quotation for product upselling.
Fully configuration of job guides. This feature guides technicians in the execution of work orders, streamlining and accelerating data collection processes when it comes to managing mission-critical operations.
Scheduling engine, relying on sophisticated algorithms, gives the most effective allocation of resources, automating the schedule and proposing “best fit” solutions learnt from planner’s behavior and past technician experience. Moreover, it supports planners and technicians in order to quickly optimize the schedule by identifying any issues about not completed or not yet planned tasks.
Either nominal or dynamic configuration of crews, leveraging scheduling features and according to work demand vs resources availability.
Management, interaction, and scheduling of activities assigned to external contractors. Moreover, specific features for managing agreements and accounting are available.
Support to planners and technicians in order to simplify and automate the planning and management of multistage interdependent activities.
Identification of similar jobs (e.g., activity type, same customer, location or asset) that can be grouped into a bundle, assigning them to a single technician or a crew, both manually and automatically.
Deep integration with GIS features, both on back-end and on mobile, even offline. Work orders, asset data, customer information, and all Field Service details are displayed in a single map-based.
Work management both online and offline, as to enable the resources to complete and debrief activities, even when operating disconnected.
Integrated view among cartography, 2D and 3D GIS, assets, Work Orders and field resources to monitor the progress of activities.
End-to-end management and detailed debriefing of activities in the field, both for equipment and appointment-centric use cases. Offline capabilities, visual map, and resolution procedures ensure a great improvement in technicians’ productivity.
Planner support in easily accessing the main features for supervising and managing technicians, scheduling activities, and monitoring work progress from mobile, as in back-office mode.
Complete management of debriefing activities, relying on sophisticated procedures (e.g., task steps, useful pictures, videos, and manuals), as to guide the operator in the performance of activities. Furthermore, mobile forms allow advanced parametrization and mapping of the process.
Zero-touch FSM product, enabling vocal debriefing and workforce collaboration, while supporting the operating procedures of field technicians when executing complex or dangerous activities.
Advanced collaboration features to assist, guide, and train physically separate workers, leveraging AR features and annotations, content sharing features, and digital work instructions. Available even with “Hands-Free – RealWear device based”.
Step-by-step digital work instructions to guide technicians in the execution of tasks, directly in the field.
AI-driven knowledge management to capture, enhance, redistribute expertise and drive continuous improvement, aiding the sharing of learned expertise.
Training of employees on-the-job, hands-free, by connecting multiple users, sharing their point of view, advanced content, AR annotations, collecting and distributing knowledge, even where bandwidth is most challenged.
Introduction of a whole new perspective in training, both in-person and remotely by training users wherever they are: on-the-job, in Mixed Reality, and even leveraging immersive Virtual Reality, ensuring their remote interaction and sharing of know-how, the quick filling of any expertise gap and a proper knowledge transfer.
A dedicated team of professionals is ready to support you in boosting your Customer Service and extending your Field Technicians capabilities.