Field Service Management vsiadmin
Build a Better Service Operation with VServiceManagement
Service is in the spotlight – is your company positioned to capture revenues, streamline operations, and create new customer experiences? VServiceManagement™ can help you improve your entire service lifecycle. This end-to-end field service management solution leverages your existing back-office systems while seamlessly managing your business processes from work order creation to completion. Available for all environments – on-premise, via private cloud, or SaaS/public cloud.
You Provide the Complex Service Environment – VServiceManagement Brings the Technology You Need to Transform Your Field Service Environment
Workflow / Business Process Management
Build business processes to streamline operations, boost revenue, ensure consistency, and more.
Continually improve your service operations by creating new business processes, or by adjusting existing processes to adhere to best practices and enhance outcomes. The platform-layer technology of VServiceManagement makes it easy for business users to quickly and easily customize the application, meaning you get results faster at less cost.
Build a library of workflow templates using drag-and-drop functionality and manage processes seamlessly across integrated applications. VServiceManagement provides a conduit for total enterprise collaboration.
Dispatch & Scheduling / Workforce Management
Boost profitability with enhanced accountability and force utilization.
Flip your field service organization from a cost center to a profit center with seamless dispatch and scheduling. Choose from three levels:
Standard Dispatch – Associate service requests with the right service group by skill set, workload, availability, and more.
Tracker – Visual dispatch tool displays field tech proximity with real time updates using GPS and Google API; qualify based on skill sets, parts, and more.
VScheduler 2.0 – Our most advanced solution offers dynamic field scheduling, mapping, and routing using algorithms to find the most efficient and effective schedule.
Create and manage a powerful knowledge resource to support your team.
Use your own processes and parameters to build articles and customized knowledge bases, or integrate with external knowledge sources and communities. Use Wiki processes to format and tag, enable agents to rate articles, and manage versioning and editing for each document. Secure all information with customized permission levels for every system user type.
Service Guidance & Tip Expert
Guide techs through data capture and service processes for consistent practices.
Get new techs up to speed quicker, and ensure consistent practices for the entire team with targeted guidance. Gather the right data during the request-taking process, build in cross-sell and up-sell opportunities, and provide pertinent information for next steps. Alert multi-faceted support (sites, business lines, etc.) organizations with real-time information regarding clients, business, products, and more.
Support every contract in your portfolio, no matter how complex, for its full lifecycle from warranty through contract proposal, activation, and retirement.
Asset-based contracts, product-class based contracts, multiple draw-down types, integrated multi-tiered warranty management? No problem. VServiceManagement handles them all with ease. Tightly integrated with service / support operations for automatic application of entitlements including SLAs, billing terms and coverage plans, providing a seamless transition from initial warranty entitlements to ongoing contract coverage.
VServiceManagement’s Service Contracts accommodates periodic billing, remedial billing or a combination of both. Configure contract entitlements for every unique T&C, SLA response requirements, or any of a variety of criteria.
VServiceManagement’s Vendor Contracts manages negotiated terms with third-party service providers and equipment suppliers/manufacturers to assure that equipment warranty claims are processed in a timely manner and that vendors are meeting defined SLAs at the right rates.
RMA / Depot Repair
Make it easy to track and control all units sent for repair.
Your engineers need to enter RMAs and submit units for repair. Your customers want insight into the repair status of units. And you need to manage all information on repairs and where they are in the system, from parts used to time needed to final shipment to customer or stock. Rely on VServiceManagement for a complete depot solution that supports everything from routine repairs to advanced exchanges with escalations.
Inventory for Service
Access inventory throughout your ecosystem.
Gain insight into enterprise inventory from within your field service management system. VServiceManagement integrates with your ERP to enable FEs to view service parts availability throughout your ecosystem – in warehouses, van stock, or distribution centers – and place orders directly from their mobile device. Initiate parts orders via service requests, create automated rules and approval processes before passing orders to ERP.
Applied Social for Service
Track vital information in real-time information.
Monitor public social channels to track customer information as it happens, build channels to track internal information within your environment – VServiceManagement incorporates the latest private and public social technologies to enhance customer interactions, speed transactions, and build personalized communities. Follow information about companies, products, sales figures, and more to keep the entire team in the loop and up to speed.
Service Project Management
Single-point-of-access to create, monitor and manage complex service projects.
Your projects span multiple locations, teams, and products – your field service management system should, too. With VServiceManagement, you can track projects from a single resource to many, each with an extensive array of parts, labor and expense requirements. Track estimates against actual costs, configure automated notifications to stay ahead of potential overruns, and manage all aspects of your complex projects.
Field Tech Mobility with FieldCom
Bring your field service management to the field.
Your field techs are mobile – give them a solution that offers full access both off and online. Access knowledge, service request status, assignments, inventory, and more from the field via virtually any device. Post labor, parts, expenses, and other key information directly into VServiceManagement from the field. Extend your options with online signature capture and wearable technologies to offer advanced services.
Customer and Vendor Portals - MyServicePortal
Extend field service insight to customers and vendors.
Your customers and partners work closely with you – with MyServicePortal, you can offer them an extranet portal to open, view, and update their service requests and review prior history. Order parts, review KPIs, search knowledge – create the views and enable the access you want to deliver, all within a secure system.
Telephony & CTI
Improve call response and flow with screen pops.
VServiceManagement integrates with TI and UC so that you can automatically populate a request form with information from the customer’s phone system (PBX and ACD). Manage multi-channel communications such as phone, chat, fax, and email to enhance your customer’s experience. We work with providers such as Cisco, Avaya, Aspect, inContact, ShoreTel, Interactive Intelligence, and others to maximize value.
Creating partitions of data is as easy as adding a new customer.
Today’s post-service environments can touch multiple business units and even multiple clients. While some business processes and databases can be shared among these various groups, most contact centers have complex data management needs that require segmentation.
VServiceManagement offers a robust, innate data segmentation function that enables you to create partitions of data. Whether you require multiple segments for individual clients, or data security for various business units, VServiceManagement offers an easy-to-implement and easy-to-manage data segmentation option.
Automate email flow and response.
Not every email needs personal attention – automate the processing and response with VSP Broker. Use the workflow engine to develop intuitive actions based on the “from” or “to” address, subject, body of the email, and more. Create or update records, initiate processes in VSP applications or any other application.