CRM - 现场服务-Improve Field Engineer Productivity

现场服务——降低服务提供成本

通过自动为远程服务请求分派现场技术人员而提高了企业的盈利能力。 现场服务通过更准确地预测服务时间提高了客户满意度，它包括一个分派管理器，消除了对每一个现场服务技术人员的资格、可用性和地理位置的猜测。

主要益处
	提供一个集中的视图和控制点，用于监控现场服务活动，以提高生产力并降低成本。
	确保人员充足、现场服务人员准时到达，以提高客户满意度。
	在分派现场服务资源之前，先要对服务请求的问题及可能的解决办法进行判断，以防止不必要的服务请求。

Oracle现场服务是Oracle电子商务套件的一部分，后者是一套集成的商务应用程序，提供了全面的流程自动化和完整的信息。 无论一次实施一个模块、多个模块，还是实施整个套件，Oracle电子商务套件都可帮您做出更科学的决策，在减少开支的同时改善业务运营。

Mobile Field Service enables customer service agents to access and update key information via both hand-held and laptop devices. While offline, agents can access completecustomer, product, and service request data; manage schedules; order spare parts; record material, costs, and labor; and enter counter readings. Benefits include improved service levels, reduced service costs, faster billing cycles, and optimized inventory levels.

Mobile Field Service Lets You:
	Speed Resolution with Complete Information Access
	Enable agents to access and update complete customer, product, and service request information.
	Respond Quickly to Last-Minute Schedule Changes
	Provide agents with updated schedules while on the road. Enable agents to anticipate additional requests with complete information about all installed products.
	Replenish Parts Based on Actual Inventory Levels
	Enable agents to view parts on hand, order new parts, and view order status to reduce costs associated with over- and under-stocking.
	Speed Billing Cycles
	Enable agents to record time, labor, materials, and expenses upon job completion, so billing process begins even before agent returns.

Wireless Option for Service drives profitability and improves customer service:

• Improve communication between dispatcher and technicians, for increased productivity
• Provide field technician access to customer information logged on behalf of the customer, for increased customer satisfaction
• Capture counter readings to monitor usage of customer products and services installed at customer locations, to ensure accurate revenue .