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Appcino Field Service2019 Appian AppMarket Award Winner

Digitally transform the way customer service requests are addressed by optimizing the best use of your field service agents, ensuring the customer request is resolved satisfactorily at first attempt and cut down the additional operational cost of your organization through Appcino’s intelligent Field Service application - safe, fast & accessible from anywhere, any time!

Technology Stack Appian SQL Server AWS Google Maps

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Overview

The field service application connects your entire workforce on mobile and web managing customer service requests, customers, inventory on a single unified platform to deliver an exceptional onsite experience.
The application is missioned to meet up your customers expectations by completing each of them before time, making your field service agents happy and productive by offering them powerful AI-powered mobile application to track and complete each service request in a much smarter way than ever before.
Simplify your maintenance process, reduce maintenance and service request cost, and at the same time make customers happy!

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Create work orders from any case

Intelligent assignment, resources optimized.

  • The back operations team and case agents can seamlessly convert cases coming from customers of service requests to work orders and tracking the real-time progress of work orders individually as well on cases.

  • Work orders are designed to closely integrate with core CRM accounts such as Case, Accounts, Contacts, etc.

  • Work orders are intelligently assigned based on the skills required to perform work orders, location of customer and field service agent and available capacity on the agents.

  • This helps in optimizing the cost of travel and results in better utilization of the workforce.

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Real-time work orders tracking

Manage work orders from any device!

  • This 100% responsive mobile application allows field agents to view their day at a glance with the scheduled work orders sorted based on the time at which they are scheduled.

  • The application lets field agents know if there are any due work orders from yesterday or before that were supposed to be completed so far, and hence can be actioned upon.

  • All the necessary details such as customer site, distance from current location, type of work, etc. can be seen from this view enabling them to prepare them for the day in the right way.

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Rich work order dashboard

Deliver class customer service experience!

  • Every work order dashboard offers agents to see the details around that work order on the single page, with the details such as customer details, any historical work orders performed on this customer site, step by step line items detailed required to perform by the agent in order to complete the work order with the capability to mark them as done, add comments against each line item, etc.

  • In case of any complex scenarios or questions, field service agents have a powerful searchable widget on the dashboard to look for any possible solutions, answers, and articles through Appcino’s knowledge base application integration.

  • Real-time progress monitoring for back operations time while agents are performing the jobs on customer site.

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Squeeze more jobs in a day

Full visibility of 365 days at a glance!

  • The new calendar and timeline charts present the sequential ordering of work orders in field service agents with the capability to view and navigate to the respective scheduled work orders and its dashboard directly from the calendar and timeline view.

  • This lets field agents to see their day at a glance along with the site address details and customer they need to go and perform the jobs at, and hence helps them in plan their day in a much better way.

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Customer 360 view

Know your customers closely!

  • Single Customer 360 view on field service application lets agents see all the customers without the need to search who have any open work orders scheduled.

  • Customer dashboard gives the key information for the customer including its real-time location, site address, customer details, historical and any open or scheduled work orders.