Call Center-driven Field Service

"Sometimes all it takes is a reboot of a modem to do the trick, but better and more effective decisions require immediate access to information not just from the customer's call but from many other systems as well..."
- VP Field Service, US Top 10 Cable Company

Your Mandate

"We've got a problem." When that call comes, customer service agents (CSRs) in the Call Center are usually the "first responders." In a perfect world, they'd resolve the problem right away. In the real world, often the agents don't have all the information they need and CSRs are inclined to "roll the trucks" to get field services involved. So how can you keep service quality high, while reducing your field services or technical operations costs? You need to:

Decrease service costs, yet improve customer satisfaction
Prevent unnecessary "truck rolls" by streamlining technical operations
Reduce service calls on install and repeat service calls
Automate cumbersome manual processes for reporting and analytics
Provide improved and specific coaching and training to field technicians

Your Opportunity

HardMetrics customers use our Field Service Performance Manager (FSPM) to do all the above - and more. They chose the FSPM analytics platform to:

Automate roll-up of operations / service metrics into broader financial KPIs, by combining call
center and other technical operations data
Empower front-line agents with self-service access to accurate and complete customer information
Get their system up and running in about 20% of the time of a typical custom-built "IT reporting
project"
Improve data accuracy, with real-time data integration - not static reports of last-period's data!

See how it works.