Managing a field service operation is no easy task. There are so many moving parts: You need to handle work orders, set schedules, dispatch employees and subcontractors, deal with demanding customers, manage assets in far-flung locations, send invoices, and manage contracts. And that’s just the beginning.
You’re constantly asked to perform on time and on budget, and there’s little tolerance for missteps and miscommunication.
The following scenarios describe sector-specific challenges our customers face and include details about how the Gomocha FMP360 solution alleviates the stress related to meeting – or exceeding – the demands that field service operations face every day.
Utility providers (water, electric and gas)
Whether these firms are public companies, private enterprises or partnerships, they must meet high expectations from the public they serve. Ideally, they deliver the product continuously, safely, and at a reasonable cost. The challenges they face are common across all forms of ownership and rate base: How do we ensure the flow our customers expect, without raising rates to compensate for hourly field staff?
Utility providers are typically hierarchical in every respect, including how they make decisions. The IT team is usually far from the customer, and not much closer to the field staff. Every capital expense must be presented to and approved by a board of directors or even county commissioners. But it’s becoming more obvious that best practices when sourcing and deploying software solutions demand roughly the exact opposite of both of these criteria.
The answer is to “dispatch smarter” with Gomocha’s cost-effective solution. Utility providers in our most populous states find that dispatching smarter – by iterating workflows and assets within the software – lets them deliver reliable service while incurring far less overtime expense. Sounds too good to be true, right? We can show you how in about an hour. The best part is, IT departments don’t have to do much, if anything!
Oil, gas and renewables
Profitable energy production looks easier than it is. Whether the fuel is flowing from a well or produced by solar panels or windmill farms, producers are expected to deliver on time, every time. These firms have dozens or hundreds of production sites, which they inspect and maintain on a schedule. That’s the known, predictable workflow.
But unpredictability happens. A broken pipe or a cable malfunction represents a large share of staffing costs. Field workers who know how to respond to one type of breakdown may need further support once they arrive at the site, and margin for error is thin: Fines for overflow are calculated by the hour in some states.
Let Gomocha put dispatch and maintenance in a cloud-based workflow that keeps your workforce moving. With GIS integration, Gomocha can deliver like your best dispatcher and your most experienced field tech – everywhere you operate. The best part is, you don’t need specialized IT skills to deploy our solution. Managers who know their department’s workflows can make the platform effective in a matter of hours.
Elevators, HVAC systems, retail systems, and warehouse sensors – a minute of down time is too long. The servitization of devices is under way. Demand is changing to the point where no longer is asset purchase the goal; rather, guaranteed uptime is the metric to deliver.
Commercial opportunities for those businesses are as large as the challenge to implement a reliable and efficient support process in the field. With this business trend toward servitization of devices afoot, the manufacturers who will come out on top are those that successfully build into their business architecture the ability to quickly and continually adapt to change.
Changeability of processes to optimize customer satisfaction is THE key in today’s changing landscape. Gomocha offers a comprehensive tool that some of the largest firms in the world are using to keep their products fully operational in the field, at costs that leave room for profit. And, as important, the tool can quickly respond to changes in business processes and shifts in customer expectations and demands.
In the near future, assets will no longer be on the customer’s balance sheet. Soon, the only rationale to use your brand’s products and services is customer satisfaction. The coolest thing is, the Gomocha solution doesn’t require a capital spend. The best reason to use it is to ensure satisfaction.