Field Service Performance Manager (FSPM) from HardMetrics bridges the ‘intelligence’ gap and aligns field service and customer service processes to:

• Improve first call resolution and prevent ‘truck rolls’
• Decrease the cost of servicing the customer
• Improve customer satisfaction

Your Mandate
When the customer calls, make the “right call.”

“We’ve got a problem.”  When that call comes, customer service agents (CSRs) in the call center are usually the “first responders” to the crisis. In a perfect world, they’d resolve the problem right away. In the real world, when agents do not have ready access to the information they need to solve the customer’s problem, the CSR could be more inclined to “roll the trucks” for an on-site equipment check.

Dispatching field service to customer sites is necessary – but not always.  It increases servicing costs and cuts into your bottom line.  So is a hundred-dollar solution the “right call” to solve what is potentially a ten-dollar problem? 

What information does your service organization need to make that “right call” and where is that information buried?

Your Challenge
Bridging the intelligence gap between field service and the contact center.

Beyond immediate call information, CSRs often have poor, limited, or no access to critical, problem-solving customer data. Service intelligence often resides in a multitude of sources and systems:  fault detection, billing/dispatch, RFID, ERP, CRM, corporate data warehouse, even customer locations.  Just as important, the right information has to be in the hands of management, field techs and supervisors at the right time to enable collaboration and a coordinated response. 

Connecting, consolidating, and retaining this data for on-the-spot problem solving as well as historical analysis presents a multitude of challenges … and more than likely, IT resources are already over-extended and unable to help in a pinch.

Your Solution 
HardMetrics FSPM:  Helping you trend, anticipate and solve customer problems before they escalate into a crisis

HardMetrics FSPM takes a proactive approach that allows your field service and customer service organization to collaborate and solve customer problems before they escalate into a crisis.

FSPM enables all service representatives, in-house and in the field to take a self-service approach to define, drill and analyze in real time any analytic view of the customer’s problem – in dashboards, scorecards, reports and alerts. With FSPM, you can proactively monitor, measure, align and manage any service activity to drive better customer outcomes whether that is first call resolution, outage prevention, fault reporting, solution mapping, billing or proactive customer outreach.

With FSPM, there’s no need to wait for critical information “after the fact.” Best of all, HardMetrics has engineered out 80% of the time, effort and cost involved in deploying a field service performance management solution.  HardMetrics is the industry’s FIRST and ONLY performance management company to offer a “codeless implementation.”  That means your service organization can have a production ready system in hours or days and not have to wait weeks or months.

Offering unparalleled levels of information richness, usability, and reach, FSPM will help your organization to;

• Empower “front-line” agents with self-service access to customer data regardless system or location of where the data resides
• Consolidate/correlate/ aggregate service data with any other data source, including finance, ERP, CRM and supply chain
• Analyze and align field service and contact center activity and assess the impact on the business
• Automate roll-up of field service metrics into broader financial KPIs
• Automate formerly cumbersome manual process for reporting and analytics
• Reduce the IT reporting burden, freeing up valuable technical resources
• Drive measurement and accountability at every level of the service organization