Pegasystems Takes Topnotch Customer Experience To The Field

Software firm Pegasystems has introduced Pega Field Service, an application that aims to allow organisations to extend superior customer service capabilities to their field technicians and agents.

Pega Field Service has been designed to unify and streamline the entire field service operation from first call to final resolution on a single platform. In turn, it could provide a more satisfying customer experience and enable a more productive field workforce while driving down operational costs, according to Pegasystems.

Customer expectations

As businesses scramble to meet soaring customer expectations, field service represents a relatively untapped but growing opportunity to differentiate brand experiences and improve customer satisfaction while driving more revenue. With a comprehensive customer service dashboard and fully integrated native mobile app, Pega Field Service allows organisations to manage field interactions end-to-end to ensure each job is done right the first time in the fastest and most effective manner possible, Pegasystems added.

Kerim Akgonul, senior VP of Products, Pegasystems, explained: “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.

“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.”

Pega Field Service provides out-of-the-box functionally that enables field service organisations to unify data and processes across the front and back office for a 360-degree view of the customer. By tapping into Pega’s predictive analytics and guided interactions, customer service reps can figure out the 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 integrated mobile app allows field workers to 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 can be customised for a wide array of field service scenarios, such as:

· On-the-spot claims adjustments after an accident for insurance agents
· Broadband installations for media and communications technicians
· Home inspections and appraisals for mortgage bankers
· In-home wellness visits by healthcare professionals
· Emergency disaster response during a hurricane or earthquake for government agencies
· Equipment repair and maintenance for energy, life sciences, high tech, and numerous other industries

Built on the Pega 7 platform, Pega Field Service takes advantage of the latest Pega 7 platform capabilities to enable improved mobile functionality. These capabilities could allow users to more effectively work in the application while offline in areas with limited connectivity.

Mobile applications built on the platform such as Pega Field Service also support larger data sets in offline mode. This means end users can access data such as entire parts catalogues or full customer lists on the go. Lastly, users will experience faster, more responsive touch interactions along with new features such as auto complete.

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