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Best practices that will transform your company’s field service

October 29, 2021

By transforming your field service organization, you can drive down costs while increasing customer satisfaction. Let’s look at six best practices that will transform your company’s field service:

#1 Provide an effortless service experience

Give customers access to a personalized self-service portal to easily book and manage service appointments and visibility into the ongoing status of their requests. Deliver proactive communications to customers, including product notices or technician status.

#2 Arm technicians with easy-to-use tools

Provide field service technicians quick and easy access to work order information, parts management, service history, and collaboration tools. Help them manage their tasks and schedules, as well as track travel and time worked in the field. When work is complete, provide the ability to capture and record the customer’s signature for acknowledgment of completed work.

#3 Connect field service to the entire organization

Ensure full visibility of customer issues across the entire organization by connecting field service, customer service, and beyond. When your entire organization is connected, the root cause of customer issues can be solved. Assign tasks to the appropriate personnel in other departments and track status to ensure a complete and successful resolution.

#4 Optimize resources and scheduling

Assign work to technicians automatically based on proximity, availability, and the specific parts and skills required. Provide dispatchers the ability to easily modify assignments, track SLAs, and manage exceptions. Support onboarding and project rollout with structured project management. Track and manage simple to complex work orders that involve individual technicians or teams of people completing tasks in sequence.

#5 Maximize uptime through maintenance

Automatically schedule preventive maintenance to avoid costly break-fix work. Create schedules for each asset based on time or use to ensure maintenance is completed on time and to avoid service interruption and meet SLAs.

#6 Monitor and improve team performance

Use analytics, reports, and dashboards to track team performance and identify bottlenecks. Get insights from measuring technician utilization and capacity, first-time fix rate, and work order data such as assets, customers, locations, time, and cost.

Improve your customer experience with modernized field service management

ServiceNow® Field Service Management helps you manage location-based work efficiently and safely. It works seamlessly with ServiceNow® Customer Servic Management and ServiceNow® IT Service Management to connect customer service and the help desk with field service processes, or it can be used stand-alone. With Field Service Management you can:

•Complete work the first time by scheduling the most qualified worker for the task. Manual or automated scheduling considers their skills, location, parts on hand, and availability.

•Fix problems before your customers know they have them with preventive maintenance and asset management.

• Improve mobile worker efficiency to meet service level agreements with an intuitive, native mobile app for iOS or Android with work order information, directions, parts locations, knowledge base articles, and safety checklists.

Learn more



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