Field Service Management (FSM)
With ServiceNow FSM, field service operations can move from reactive to predictive, transforming each service call into an opportunity to strengthen customer relationships by offering a first-time fix. ServiceNow FSM helps:
Prevent service disruption
Maximize crew responsiveness
Deliver step-by-step mobile diagnostics through context-driven workflows
Ensure proactive fixes so crews are fully prepared to deliver, and business continuity is assured
Instead of wasting hours searching for task guidance, support teams can leverage AI insights to plan work more effectively. Technicians can arrive with the right tools, right parts, and the appropriate background and skills set. AI-enabled dispatching helps maximize crew time and adjust schedules on the fly in response to shifting customer needs.
Guesswork is eliminated through AI insights, monitoring of key metrics, and identification of workflow bottlenecks that can be targeted for improvement. Organizations can anticipate demand, adjust schedules and resources in real-time, optimize routes, and balance workloads across territories. Service delays are minimized, and the rate of first-time fixes is improved.
Saint Maclou reduces tech travel time and improves productivity
Problem: Saint Maclou, a leading French flooring and home décor company, needed to connect its seller, installer, and customer ecosystem with a digital approach to more easily balance stock, technician availability, and partner coordination.
Solution: Expanding use of the ServiceNow platform with FSM eliminates paper-based procedures and facilitates coordination with installers. Through the Posy mobile app, installers’ locations and availability are updated in real-time and viewable online by sales and order teams. Everything from customer details to site photos and technical specs are available instantly to installers so they are fully equipped to complete the job to a customer’s satisfaction. The company has shaved 1 million kilometers off technician travel time, accelerated invoicing time by 10%, and increased technician productivity.
Arqiva enhances productivity by 130%
Problem: Arqiva, a telecommunications provider supporting 98.5% of the UK population required skilled, prepared field engineers and fast response times to ensure the highest levels of service quality for its broad customer base.
Solution: With FSM as part of a broader ServiceNow CRM implementation, the provider has a digital representation of its network, allowing it to direct the nearest engineer with the right skill set to troubleshoot and resolve an incident in short order. The FSM agent app automates routine tasks, meaning technicians can scan an asset’s barcode to gain access to critical details for the job, including spare parts inventory required, along with an ability to seamlessly place orders. Productivity has improved close to 130% thanks to FSM and a single platform approach.
