As more companies compete to offer innovative services that make their clients’ lives easier and more comfortable, their operations naturally get more complex. In fact, several businesses, especially those operating in the field services industry, have discovered a secret weapon that is giving them a considerable advantage over their competition, aligning people, data, and processes.

“We are aware that businesses are constantly on the lookout for tools that render their operations more streamlined and efficient. In an increasingly competitive field services market, businesses need to be quick on their toes to take on new opportunities, and they can’t get lost in the detail of the operation,” explains industry expert Robert Gambin, Solution Manager at Exigy, who brings with him 10 years experience in the area. “This is no easy task though, and that is where we can help.”

In fact, Exigy has become one of Malta’s preferred solutions partners for the field services industry, having operated in the field for some 20 years, offering specialised assistance to help businesses get organised and never miss a beat.

“By field services industry we mean any business that has a sizeable operation that takes place in multiple locations. These can be companies that import and install lifts, solar panels, or air conditioning units. They can also be IT companies who have a list of businesses they offer on-site support to, or even white-collar professionals offering bespoke services to companies. Naturally, considering all the moving parts, this sort of operation can quickly become a nightmare to coordinate, and that is how we can make a difference,” Mr Gambin continues.

Exigy brings a specialised expertise to the party, making sure that the software it uses, namely Microsoft Dynamics 365, is configured to the exact needs of the business using it.

“There is not one business that operates like another,” Mr Gambin asserts. “That’s why we start the process by understanding the operation of a business in minute detail, making sure that we have enough information to make the software work with their operations. Thankfully, the flexibility of Dynamics 365 as a platform also ensures that the needs of any client are met in accordance with the services they provide.”

Using the example of a hardware installation company, Mr Gambin explains how the software takes away a lot of organisational effort, which energy can, in time, be invested elsewhere.

“When a client decides to purchase a product that needs to be installed at their home, the company will normally take the details of the client, and agree on an installation date. This can already be organised through the system bringing otherwise errand lists together in one place. The manager will then need to assign an installer and make sure they have the required products in stock and in store. All this can be organised by the software itself,” Mr Gambin explains.

“Furthermore, on location, the installer can have a checklist during the installation process, to make sure they did everything required of them. This can even include the installation of specific parts, loading, testing, and even taking a photo of the room where the installation took place, to prove they cleaned up behind them!”

Dynamics 365 can even coordinate multiple personnel teams perfectly, who might also be using subcontractors or outsourcing. “We also helped clients who have, in the course of their business, farmed-out parts of their procedures such as specific parts of the installation or maintenance agreements, for more efficiency. This adds an extra layer of complexity, but with our help, it becomes a non-issue.”

“A faster and seamless resolution of field services also means better over all customer satisfaction, leading to happier customers and a more pleasant experience for all,” Mr Gambin ensures.

Optimal field services management goes beyond the organisation of people, resources, and tasks. Businesses will ultimately gain invaluable resources in the form of data.

“Once we would have helped a client for long enough, certain trends in the data generated from the software will no doubt start to emerge, based on which, the client may be able to take decisions to improve efficiency. Reports can be as specific to the client’s needs as necessary, adding more value to the investment,” Mr Gambin adds.

The future of Field Services

The advancement of technology is only expected to take this entire experience to a new level. “Internet of Things (IOT) will change the game completely for businesses who would literally have real-time knowledge of installed hardware. This means a piece of equipment could raise a ticket for maintenance even before the damage happens, guaranteeing no downtime for clients, as upkeep is moved from being reactive to pre-emptive,” he explains.

“This continues to be expounded by the advent of remote assistance and AR which might make the whole deal sound like science fiction, but it is really just within the realm of possibilities,” Mr Gambin concludes.

Companies looking to begin their digital evolution, can reach out to Exigy who are always ready to guide businesses towards through their digital transformation and towards the success that they deserve. For more info visit www.exigy.com/field-service/.