Field Service Management

Provide your customers with the best overall service experience. Manage your customer’s service and efficiently schedule service calls and maintenance items.

  • Drive customer satisfaction and retention
  • Optimize service inventory management
  • Maximize product quality
  • Improve service resource utilization, reduce costs

Key Challenges

  • Service scheduling - Scheduling your service appointments efficiently and ensuring the right technician with the necessary skills and tools is dispatched to the correct job site at the right time is difficult without the real-time visibility into the service team's availability, location, and workload.

  • Inventory management - Managing your inventory and spare parts and ensuring that the right parts and equipment are available when and where they are needed to minimize downtime is difficult without real-time visibility into inventory levels, reorder points, and lead times.

  • Service quality - Delivering high-quality service to your customers is difficult without robust quality control measures and the ability to track performance metrics about your service technicians.

  • Data management - Without critical data and analytics around your customers, service records, inventory levels, and service technician performance metrics it is difficult to manage efficiently,  improve service delivery, optimize processes and make data-driven decisions.

Capabilities

  • Action Requests
  • Control, manage and track all your service incidents including service orders, depot orders and RMAs
  • Service Contracts and Warranty
  • Provide your customers with service contracts and warranty coverage details for their products

  • Service Orders
  • Manage service delivery at your customer’s site
  • Depot Repair
  • Manage your customer’s return-to-base repairs with integrated RMAs

IMRIS

Learn how QAD enabled a global life science leader in intraoperative imaging technologies to increase productivity by reducing time to record service calls with Field Service Management on the Adaptive UX platform.

Further Information

Actionable Insights: Customer Support

Understanding how customers are faring as they use your products and support services is crucial to customer retention and brand image. Learn about the KPIs included with the Customer Support Action Center and why they matter.

Field Service Management Overview

Drive customer satisfaction and retention with improved customer service. See how you can improve your service resource utilization and reduce costs.

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