Enterprise software company Pegasystems Inc. has unveiled Pega Field Service, a new CRM application that allows organisations to extend customer service capabilities to their field technicians and agents, improving customer service while reducing operational costs.
The out-of-the-box functionally enables field service organisations to unify data and processes across the front and back office for a 360-degree view of the customer. With predictive analytics and guided interactions, customer service reps will always know the next best action to take in real time based on a complete assessment of each situation.
A centralised management control panel monitors activity from customer service reps on the phone through scheduling and dispatching technicians in the field. The fully integrated mobile app allows field workers to efficiently complete their job with features such as digital signature capture to confirm completed work in real time and barcode scanning to ensure the right equipment is matched to the right part every time.
Pega Field Service is built on the Pega 7 platform, which incorporates improved mobile functionality including more responsive touch interactions. There is also support for larger data sets in offline mode which allows users to access data such as entire parts catalogues or full customer lists on the go.
The software can be customized to meet the requirements of specific verticals such as home inspections and appraisals, broadband installations for telecoms engineers and emergency services and equipment repair and maintenance.
“With the introduction of Pega Field Service, Pegasystems is building on a decade of experience creating field service apps for many of the world’s leading service providers,” said Kerim Akgonul, Senior Vice President of Products. “Now with Pega Field Service, we can provide a turnkey way for organisations to transform their field service operations and improve the customer experience while at the same time reducing operating costs.”