ServiceNow innovates on-site service management to promote excellent experience

Santa Clara, California–(Business Information) –ServiceNow (NYSE: NOW) today announced the innovation of its field service management solution at Knowledge 2021, which is ServiceNow’s flagship digital experience for its customers, partners, and developer communities. These updates provide a modern digital workflow to provide a better overall customer experience and manage increasingly complex field service tasks, while helping to ensure the safety of technicians and customers.

The COVID-19 pandemic has stimulated the originality and level of innovation in field service, and it is expected that investment in field service technology will continue to increase. The annual market for field service management software is currently valued at approximately US$3 billion and is expected to more than double by 2027.

Companies from all walks of life, including Xerox, TPX, TAPCO, and Cubic Transportation, have turned to ServiceNow to help provide an excellent customer service experience in this area.

Xerox chooses ServiceNow to achieve a modern, mobile-first field service experience

Xerox is using ServiceNow field service management to transform the service industry, using augmented reality and AI to proactively solve customer problems remotely in a faster, smarter, and safer way. ServiceNow Field Service Management provides a single platform to easily manage assets, provides a detailed view of field time and cost analysis, and facilitates communication between teams.

Xerox is leveraging the integration of CareAR’s augmented reality platform and ServiceNow field service management to enable technicians to instantly access real-time visual and contextual expertise through desktops, mobile devices, smart glasses, and drone devices. Xerox recently acquired CareAR and sees augmented reality as the future of field services to provide better customer outcomes.

Sam Waicberg, general manager of Xerox Digital Services, said: “Connecting field service teams with the right mobile technology so that they can respond quickly and prevent problems is essential for a frictionless customer experience. “We are very interested in AR and AI technology. The investment allows us to enhance the intelligence of technical personnel, thereby accelerating knowledge transfer, performance and efficiency. ServiceNow has always been an important partner in our field service management transformation. ”

Xerox is embarking on a digital transformation journey with ServiceNow, using the Now platform to improve their IT operations and field services. In the future, Xerox will expand to its global contact centers through customer service management. With customer service and field service teams on the same platform, Xerox will be able to provide a seamless customer experience from problem to solution.

ServiceNow changes field service management

Field service work is becoming more and more complex and often outsourced to third parties. To help organizations manage these groups, ServiceNow has launched:

• Dispatcher workspace You can easily schedule and track tasks, technicians, and locations in one place to provide faster solutions and higher first-time repair rates.
• Capacity and reservation management Allow field service managers to create fine-grained scheduling rules for teams and contractors to help ensure that work is prioritized correctly and contracts are adhered to. Then, dynamic scheduling will automatically assign technicians to perform tasks based on skills, availability, location, customer preferences, and contracts. This helps to ensure that the right resources are in the right work at the right time.
• Contractor management Supporting the end-to-end contractor process—from onboarding to project completion—improves communication between the organization and its third-party service providers, and makes it easier to understand, troubleshoot, and complete work.
• Offline access to mobile field service applications Provide the information needed by information technicians to complete their work, even if the technicians cannot access the Internet on site, from customer and task data to knowledge articles and questionnaires.
• Local asset management Providing a single repository for inventory assets and inventory control helps ensure that parts are always available. It also provides technicians with better visibility into the asset history, including the time of the last service.

ServiceNow also invests in emerging technologies such as the Internet of Things and augmented reality to improve the customer and employee experience on-site, including:

• Serve immediately Connect operation IoT solutions It integrates locally with field service management, connects IoT data with digital workflow, and automatically creates work orders based on the data. The Internet of Things improves the safety of field technicians through remote monitoring, allows predictive and proactive maintenance, and improves efficiency, cost savings, and customer and employee satisfaction.

• Xerox’s CareAR Local integration with field service management provides augmented reality to visually support the technician experience, and enables inexperienced technicians to receive real-time guidance from the most experienced technicians, reducing downtime while saving travel and transportation costs.

“As organizations strive to differentiate themselves from the competition, service quality becomes more and more important,” said John Ball, Senior Vice President and General Manager of Customer Workflow at ServiceNow. “Today, field service and customer service are increasingly intertwined. ServiceNow field service management helps companies ensure that field service technicians are supported across teams and equipment, matching tasks, skills, and components with the right technicians. As a result, workers can By completing work safely and effectively, customers can also get better service.”

Digital workflows will continue to transform field services, enabling technicians to solve problems faster anytime, anywhere, improving customer experience, and helping companies manage an increasingly large and complex field service team.

Availability and additional information

• New field service management functions are now available

About current service:

ServiceNow (NYSE: NOW) is building a world of work to work better for people. Our cloud-based platforms and solutions provide digital workflows to create outstanding experiences and release productivity for employees and businesses. For more information, please visit: www.servicenow.com.

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