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Spring 2006
Field service system that rings next customer automatically
A "ring ahead" feature has been added as an optional extra to the ServiceNet mobile field service package from Telepartner Systems. It allows a field engineer with a wireless device to make an automated phone call to a customer to notify an expected time of arrival. When the engineer enters the appropriate code into the mobile device, it triggers an outbound call to the customer's contact phone number by an interactive voice response (IVR) system, detailing the time of expected arrival. The customer's response is recorded and relayed back to the engineer; and if the call fails, the engineer is alerted, so that a decision can be made to proceed anyway or reschedule the visit. Alternatively, the system can be set up so that the engineer will not be sent to the location at all unless the call is successful. The company reckons the ability to do most of this automatically, without any intervention by the contact centre, can save several attended phone calls, optimising the use of everyone's time. There is also an added benefit in being able to keep customers informed - something increasingly regarded as a key performance indicator in the field service market. 
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