This field service management post is on behalf of Regional Sales Reps, Michael Cox:
Michael recently attended the Commercial Food Equipment Service Association (CFESA) and North American Association of Food Equipment Manufacturers Association (NAFEM) trade shows in Orlando, FL. Here are his thoughts on how field service management software fits in with these shows…
What Recession?
Both CFESA and NAFEM had record setting attendance. CFESA continues to grow in both membership as well as in recognition as the premier organization for commercial food equipment service providers. NAFEM had nearly 700 exhibitors occupying the floor with as many as 20,000 attendees. The NAFEM event concluded with a concert by everyone’s favorite island hopper, Jimmy Buffet.
Everything – and the Kitchen Sink:
I continue to be impressed as well as overwhelmed by the sheer size and attendance of the shows. One vendor occupied nearly 10,000 square feet of floor space with a full working kitchen. Construction of the booth took a team of eight nearly six days.
Thoughts About Field Service Management
While I was in Orlando, I realized that these industries are full of companies that can benefit from Field Service Management software. I see the key requirements as a comprehensive and easy-to-use solution that automates all facets of customer support including call center, resource management, dispatching, RMA and reverse logistics, claims entitlements, parts/inventory supported by easily accessible reporting tools. It is especially important that the solution provides the ability for non-IT users to quickly and easily adjust the system to account for new products and customer demands. The service industry is dynamic and competitive. The ability to make simple adjustments such as changing the name of a field or more complex changes such as creating and implementing new rules can be the difference between a satisfied customer or a disgruntled OEM.
Companies that use a field service management software can benefit immensely. The adage that “time is money” is even more important in the service business than it is in other industries. First time fix is every organization’s goal. Ideally, a solution will guide the service organization’s CSR through a series of questions that might resolve the customers concern without the need to send a technician on site. If a dispatch is required, ensuring that the right technician, armed with the right products, parts, and skills, dramatically increases the chances that the issue will be resolved the first time.
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