Numerous processes, SLAs and individuals involved make it hard to keep track of what support and information are needed to assure quality in the field. An effective case and field service management solution ensures conformity with SLAs and quality metrics by standardising the field service processes and empowering the field service worker.

Photo: Thomas Åberg

Being properly prepared for each assignment and having the right tools and information easily accessible is crucial for field service workers. This is especially difficult when processes are confusing, bogged down by paperwork, and dependent on the back office, with many individuals and entities involved and confusion about who is responsible for what.

In addition, quality considerations are key for maintaining efficiency in installations and mass deployments like smart meters. One slip up on SLAs and other quality metrics, and efficiency can suffer immensely from having to redo work and suffer delays, neither of which are particularly tolerable for today’s demanding customers.

SLA compliance with standardised processes

A case and field service management solution can ensure conformity with SLAs and quality metrics by standardising field service processes. This gives field service workers access to accurate case information on the customer’s contract and assets, the property on which service is performed.

For instance, if a customer generates a maintenance work order for a solar panel, the field service technician will have task-specific information available in advance and process support on-site from a mobile device.

Mobile support

A case and field service management solution with an included mobile field service app or with integration to subcontractor system apps can empower field service workers with real-time information. This information should include work specifications, location, contacts, scheduled time, equipment requirements, and pre-defined workflows to ensure quality and safety.

Mobile apps can also include report forms adapted to each work order type, auto-filling of old measurements, validation of new values driven by AI algorithms, up-to-date logistics information and inventory status.

Having access to up-to-date logistics information on the location of equipment and the inventory status of parts in a single digital collaboration hub is crucial for field service technicians. This way, they can stay on top of progress, perform an emergency stop for repairs or installation, and be more efficient with mass deployments, such as smart electricity meters, which can require a large number of exchanges.