2007 Articles
November 27, 2007
Directions Magazine: "Servigistics' Real-time Field Service Management Command Center"
Field service management involves sending technicians or other staff into the field to install or repair systems or equipment - for example, appliance repair. Servigistics offers field service solutions and serves the needs of automobile manufacturers, computer hardware providers, appliance companies and medical equipment companies.
by Nora Parker
Mike Landry, CTO, and Joe Berti, vice president of Workforce Management Products, showed me Servigistics' "Command Center" application. Command Center is a combination of a business intelligence dashboard and a "war room" application. Think of it as a real-time asset management system to ensure customer satisfaction. Landry cited research from the Aberdeen Group that specified the need for effective follow-on service as a requirement for customer satisfaction. In addition, he said, more and more revenue is coming, beyond the initial purchase, from follow-on service. Consumers who get stuck waiting interminably for a service repairman are unlikely to ever do business with that company again.
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