4 CAT Field Service Automation Scenarios from Mobile to CSAs with Service Pro from MSI: What’s New for 2016

From mobile, calls, and automated PM scheduling to CSAs, assets, and ERP integration, see how MSI can optimize your CAT dealership’s field service operations in our 2016 NADITA presentation.

In 2016 and beyond, product support will make up the majority of CAT dealer revenue, which is why it’s been getting so much attention from management over the last few years.

The good news: modern technology is making it easier than ever for CAT dealers to automate service and meet growing customer demands. See how new Service Pro features and technology from MSI provide Caterpillar dealers with the most comprehensive, advanced field service offering available.


Download MSI’s Free NADITA 2016 Presentation: Field Service Automation from Mobile to CSAs

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Service Firms are Taking Action

It’s important to remember that service automation doesn’t have to be an all or nothing proposition. For example, maybe you already have asset and warranty management systems running in the back-office, but not the scheduling and mobile capabilities to get field techs to the jobsite and resolve issues on time.

An FSM suite, like Service Pro, allows CAT dealers to work with legacy systems you’re already using and add integrated pieces to meet service needs on a platform designed specifically with CAT field service work in mind.

Neither Customers Nor Field Service Firms are Standing Still


According to a recent Salesforce study, 2016 Connected Manufacturing Service Report, which explores the role technology plays in the service departments of U.S. manufacturing companies:

  • 92% of organizations need to adapt their service models in order to keep up with customers’ needs.
  • 87% say it is important that my company invests in field service technology.

These statistics emphasize the growing need for CAT dealers to restructure and improve their service departments to keep up in today’s connected and automated world.

4 Field Service Automation Scenarios

With the importance of field service efficiency at an all-time high, CAT dealers are feeling pressure to automate processes in every aspect of their service business.

1. Request for Service


Scenario: Break/fix or contract driven work orders are streamlined from office to technician to billing.

Automate work orders from creation to close using Service Pro back office to generate the work order and dispatch to a technician’s mobile device. From the jobsite, techs can pull up the work order on their mobile device, document details like service notes, pictures, labor hours, parts used, etc. and sync when they’re done for immediate access. This automated process speeds invoicing and makes sure information is accurate and organized without anyone having to reenter data.

field service app caterpillar - field service management

2. Scheduling & Dispatching


Scenario: As new orders come in, dispatchers filter techs by skills, location, and availability and assign them to jobs with drag and drop visual scheduler tool.

The Visual Scheduler and Service Pro Mobile work together to create seamless communication between schedulers and technicians.

Service Pro visual scheduler allows schedulers to:

  • Maintain visibility into deployed field resources.
  • View technician location and work status.
  • Drag-and-Drop work orders to schedule technicians.
  • Add multiple technicians to a work order.
  • Log into the visual scheduler from anywhere
field service app caterpillar - visual scheduling software

3. Technician Mobile App


Scenario: Mobilize your workforce with mobile technician apps for iOS, Android, or windows smartphones and tablets.

In 2016, MSI announced its new, cloud-based version of Service Pro mobile technician app. In the app, field techs can receive assigned work, enter work order details (time, parts, notes, pictures, etc.), and complete service reports, inspections, etc. all from the field.

Use Service Pro Mobile, integrated with back office and ERP systems to:

  • Empower techs with instant call resolution information.
  • Relieve service techs and admin staff of cumbersome paperwork.
  • Invoice customers more quickly.
  • Deploy on iPad, iPhone, Android, or Windows mobile devices.
service pro mobile cat field service management

4. CSA’s/ PM Scheduling


Scenario: Auto-schedule recurring services and create reusable order templates.

Customer Support Agreements (CSAs) are an important piece of CAT Dealer service revenue. Service Pro manages CSAs and complex preventive maintenance needs for construction and power generation dealerships. Service Pro’s all in one FSM suite orchestrates the entire CAT dealer preventive maintenance process from back office, to scheduling, to field work through mobile.

Use Service Pro to:

  • Manage contracts and standard jobs
  • Auto-schedule PM work
  • Gain mobile tech access to CSAs
cat field service managment

Modernizing Your CAT Dealer Service Department

Within a typical CAT dealer service organization, management wants to see service operational improvements. Many dealers are feeling pressure to increase profit margins by improving service productivity with data and driving out cost and cumbersome processes. By automating the four scenarios listed above and more, your CAT dealer service organization will transform from cost center to profit center.

We had a great time and enjoyed connecting with many of you at NADITA 2016! Download our presentation from the show to learn what’s new in 2016 and how you can automate the entire service process from mobile to CSAs.

Free NADITA 2016 Presentation: Field Service Automation from Mobile to CSAs

Learn how CAT dealers can increase the performance of their service departments and boost their share of the global market with all-in-one service automation software.

Get the 2016  NADITA Presentation!
cat field service management


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