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.
Service Firms are Taking ActionIt’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 StillAccording 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.
4 Field Service Automation ScenariosWith 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.
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
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.
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