ServiceNow Field Service Management
20 February 2023
With ServiceNow’s Field Service Management (FSM), Evora connects field service with teams inside the business as well as mobile tools to quickly respond to and prevent issues, ensuring the safety of both customers and workers. This solution allows the breakdown of silos, automation of workflows and streamlining of processes. Reduce costs and increase revenue by adding route optimization to minimize travel time of technicians, all while decreasing efforts for customers and employees.
Connect Processes
Increase Scheduling Efficiency
Improve Workforce Management
Empower Technicians
Enhance Service Delivery
Strengthen Contactless Service
Integrated Quoting & Billing
Manage Parts & Inventory
Know & Control Assets
Basic Features
- Dynamic Scheduling
- Mobile & Virtual Agent
- Planned Maintenance
- Asset & Cost Management
- Field Service Contractor Management
- Dispatcher Workspace
- Inventory Management
Advanced Features
- Field Service Crew Operations
- Capacity and Reservations Management
- Continual Improvement Management
- Predictive Intelligence
- Performance Analytics
- Field Service Multi-Day Task Scheduling
- Schedule Optimization
- Field Service Territory Planning
- AR for Remote Support
improvement in first contact resolution for a security services customer
productivity improvement in daily work order for a telecommunications customer
decrease in technician administrative time for a retail customer
Are your employees or customers frustrated by asset downtime, causing in low satisfaction and high costs? Are you experiencing high technician turnover resulting in a lack of tribal knowledge? Increasing service and support costs due to lack of resources, repeat visits, scheduling inefficiencies or asset visibility?
With Evora’s FSM transformation offering for ServiceNow, you will be guided through your digital field service transformation with a methodology based on the experience of over 800 successful projects. Our team identifies the key business challenges and financial drivers hindering an organization’s ability to automate processes and delivers best-in-class experiences for customers and employees. We assist customers with moving from manual processes to digital workflows that allow for greater visibility into technician operations and customer delivery. We connect field service with other teams and mobile tools to quickly respond to and prevent issues, ensuring the safety of both customers and workers. The offering is a cross-platform system for both mobile and desktop, and showcases embedded technologies to drive customer-centricity, influence loyalty and streamline automation.
This offering digitizes, connects and automates field service processes, including automated technician dispatching/scheduling and increased time allocation for dispatchers, managers, technicians, etc., resulting in faster time to value, consistency and repeatability, scalability and adaptability, and more.
Time to Value
With Evora, organizations can realize value faster through our repeatable and prebuilt deployment processes that focus on best practices.
A Market Leader
Evora’s expertise and certifications allows you to deploy a new system which delights users and delivers functionality while staying on time and on budget.
Scale Faster
Evora’s implementations meet the demands of the largest and most complex organizations that focus on future growth while minimizing rework.
Ongoing Support
In addition to delivering outstanding outcomes, Evora offers ongoing maintenance and support to meet your evolving business demands.
Lack of Efficiency or Disconnected Processes
Increasing Service & Support Costs
SLA Accountability for Technicians & Contractors
High Technician Turnover
Manual Processes (Dispatching, Scheduling, etc.)
Visibility & Reporting for Performance Tracking
Technician Inefficiencies in Administrative Tasks
Planned & Preventative Maintenance
High-Tech Tools for the New Generation of Technicians
Accuracy in Skills-Based Assignments
Technical Support for Technicians on the Job Site
Parts & Inventory Management
Problem: Manual processes and tribal knowledge led to high costs and efforts, inefficient work assignments resulted in long repair times and repetitive tasks decreased team motivation.
Offering: Evora implemented ServiceNow’s Field Service Management solution which was focused on creating a smooth experience by automating processes and creating a new request portal.
Value Realized: More efficient scheduling based on skills and capacity reduced the amount of spend on assets across campus.
Problem: As healthcare goes virtual, the company was challenged by evolving customer expectations to deliver a seamless experience. They were bogged down by manual processes, distributed teams, and multiple systems.
Offering: Evora supported the development of a custom automated solution leveraging ServiceNow’s Customer Service Management (CSM).
Value Realized: The company is now able to implement new solutions/services far more quickly and service agents can deliver high-touch service that helps hospitals and healthcare providers focus efforts on taking care of patients.
Technical
- Skill-based Routing
- Intelligent Assignment
- AI Search Experience
- Offline Technician Workflows
- Workflow Aware Escalations
- Low-code/No-code Guided Process Automation
- Crew Location Monitoring
- Automated Scheduling & Dispatching
Functional
- Mobile/Desktop
- Dashboard & Reporting
- Intelligent Task Recommendations
- Predictive Intelligence
- Performance Analytics
- Process Automation
- Planned Maintenance
- Virtual Agent
- Dynamic Scheduling
- Dispatcher Workspace
- Schedule Optimization
- Territory Planning
- Contract & Contractor Management
- Inventory Management
- Route Optimization
Evora’s ServiceNow Field Service Management solution focuses on delivering a smooth experience by automating processes and creating a modern experience for the campus community. To make it easier for students and faculty members, Evora implements a request portal, integrated quoting and billing functionality and delivers the ability to manage assets across campuses. The solution is also focused on scheduling technicians for multiple days at a time based on skill and availability. As a result, you will be able to manage requests on a central dashboard while easily planning and scheduling technicians to reduce spend on assets across your campus.
work order tasks completed each year
day reduction by automating processes
community members accessing remote service support
Contact us to learn more about how we can help connect your field service with teams inside the business as well as mobile tools to quickly respond to and prevent issues, ensuring the safety of both customers and workers.
