Word-Class Service Delivery with Field Service Management by inMorphis + ServiceNow

Field Service Management (FSM) is a powerful tool that helps businesses manage tasks and service performance on the worksite. This is a purpose-built app to help management teams respond quickly to urgent maintenance requests on the ground. It matches assigned tasks to agents in accordance with their skill sets, inventories available, and geographical territories assigned to them. FSM agents can keep records/logs of assigned tasks including their completion status, travel time, and time spent on the job.

FSM Key Features

1.     End User Portal - Technicians can access the portal through a mobile application that provides the capability to accept or reject a task. Also, they can track travel and work time.

2.     Provides a rules-based technician recommendation engine.

3.     Dispatch Agents - Agents can be dispatched by using Google Map with geolocation map views of technicians, the required work sites, and drive-time calculations.

4.     Asset and parts availability management - Visibility of parts the agents have on hand and what parts exist in the inventory. It allows the transfer of parts from available locations to the task location.

5.     Mobile Application - Manage field service tasks from anywhere by using the Field Service Management mobile application. When your device is not connected to the internet, you can still plan, execute and complete tasks. Your device will sync information when it next connects. The inMorphis Field Service Management mobile application runs on the ServiceNow mobile platform.

 

 

Empowering Field Force

1.     Asset and Cost Management - Problems that require on-site repair or maintenance are supposed to get resolved on a priority basis. The incurred cost will be higher for complex on-site issues if your system is unconnected. With inMorphis Field Service Management (FSM) more tasks will be resolved faster by streamlining task workflows resulting in a great Asset and Cost Management exercise.

2.     Virtual Agent - Virtual Agent for FSM increases the agent experience by addressing agent work-related queries immediately. Field service agents have the facility to chat anytime with the Virtual Agent using the Now Agent mobile application. This helps in getting quick information about their upcoming work schedules and they can also command Virtual Agent to update the tasks needed to be done or already done by them.

3.     Continual Improvement Management - Managers can get insights into important metrics like the meantime needed to resolve issues. They can also get different reports like utilization, capacity, customers, locations requesting work, and other metrics using the dashboard. It helps them in generating insights like technician utilization and capacity. Managers will be able to understand customers and employee work requests in a better way and can pave paths for improvement opportunities.

4.     Predictive Intelligence - Intelligence Task Recommendation recommends the best available tasks to an agent to fill the gaps in their schedule. It creates a recommendation score for all the tasks using pre-defined criteria.

5.     Performance Analytics - Users can use the Performance Analytics widgets on the dashboard to visualize data over time. One can analyze the entire business process and identify areas of improvement.  

inMorphis Making a Difference

1.     Integration - We have a proven track record of successfully integrating FSM with Customer Service Management, Financial Management, and Project Portfolio Management.

2.     Mobile Application - With FSM, we enable users in managing their field service tasks from anywhere by using the Field Service Management mobile application. Even when their device is not connected to the Internet, they can still plan, work on, and complete tasks. Devices will sync information when they next connect to the internet.

3.     Dynamic Scheduling - Dynamic Scheduling helps in optimizing the schedule. It gives dispatchers an option to auto-assign tasks, and adapt to changing conditions, and an option to focus only on exceptional cases.

4.     Virtual Agent Configuration - Virtual Agent for Field Service Management increases the agent experience by addressing agent work-related queries immediately.

Read More: Skills required for servicenow developer

 

Domains of Expertise

Manufacturing | Engineering | Telecom

 

Read More: Top 5 Benefits of partnering with ServiceNow partners

Benefits to Businesses

1.     Initiate work - Create work orders from cases, project tasks, maintenance plans, or in real-time while monitoring device or service disruptions.

2.     Source parts - Track parts available in your inventory or transfer parts from an available location.

3.     Schedule and dispatch - Assign work to your agents based on their schedule and track agent and task information using the dispatch map.

4.     Get the work done - Navigate the task site, communicate with customers, get help using knowledge, execute work, and get customer sign-off.

5.     Monitor operations in real-time - Analyze data and track the progress of field service operations against set goals using performance.