Integrating field service technology with original equipment manufacturers can enhance customer experience and improve service quality.

By: Samir Gulati, Chief Marketing and Product Officer, ServicePower

Original equipment manufacturers (OEMs) create parts or systems used in the construction of another company’s end product. These manufacturers and other third-party vendors often integrate processors or software they provide to their customers, which may need servicing once the end product is sold. Service-oriented retailers must provide fast and efficient field service to their customers should a third-party manufactured component of their product fail. Leveraging field service management software (FSM) to connect with the OEM’s employed or third-party workforce can ensure job requests are handled seamlessly for maximum customer satisfaction and retention.

This article explores the benefits of integrating FSM into service operations to help organizations exceed customer expectations while maintaining control of job dispatching and service for large manufacturers.

Automate workforce dispatching

Field service management software offers a platform that provides connectors to automate the seamless dispatching of jobs to the best resources for servicing OEM equipment, by providing a bidirectional flow of jobs and statuses between retailers, TPAs, home warranty companies, and their OEM partners. By eliminating the manual dispatch of jobs, companies can maintain control of job dispatching for large manufacturers and ensure that equipment service requests are delegated to the most skilled technician for the job. Automating job assignments also allows for faster dispatching, allowing technicians to begin jobs promptly and complete more assignments overall.

Expand flexibility with blended workforces

Today’s retailers are faced with shrinking workforces due to increased retirements and a shortage of skilled technicians. Field service management software that is integrated with the OEM network facilitates the connection between retailers and major OEM workforces. FSM can help leverage blended workforces that offer the flexibility to dispatch work, either to OEM’s employed workforce or to its third-party contractors. Intelligent dispatching also employs business rules logic to assign each job to the best technician – based on current workload, proximity to the job site and skill level. The ability to rely on multiple workforces also extends capacity for providers, allowing them to cover a larger geographical footprint and service more job requests.

Increase customer satisfaction

Since today’s marketplace offers customers endless options, many have grown accustomed to instant gratification and will expect excellent service every time they interact with a company. In fact, 61% of customers will switch brands for better customer service. By integrating retailer field service with OEM networks and workforces, businesses have various tools at their disposal to provide excellent customer service, embolden customer loyalty and increase revenue. By leveraging OEM-certified technicians and blended workforces, retailers can improve the quality of service provided and reduce time to schedule service. In turn, once customer service requests are dispatched to the appropriate OEM network, job statuses are returned to the customer via self-service portals, so they have a transparent view of expected timelines and job progression.

Customer portals let customers schedule installation and maintenance, check technicians’ whereabouts and and initiate direct communication.
Customer portals let customers schedule installation and maintenance, check technicians’ whereabouts and and initiate direct communication.

Connect with OEMs

Relying on the vast OEM service network ensures that businesses are dispatching the technicians that are best qualified to install, repair and maintain a manufacturer’s products. By investing in field service management software that automatically dispatches jobs to an OEM’s employed and third-party workforces, retailers can reduce turnaround time, improve quality of service, and extend capacity for all-around better customer service and brand loyalty.

samir gulati servicepower
Samir Gulati

About the Author
Samir Gulati was appointed Chief Marketing and Product Officer at ServicePower in 2017, where he is responsible for all aspects of Marketing and Product Management, including market strategy, product roadmaps, demand generation, product marketing, and corporate marketing. Samir brings over 25 years of experience in global product and marketing leadership roles in technology companies.