Transforme a gestão dos serviços em campo com a expertise da 4MATT e o poder da ServiceNow. Otimizamos fluxos de trabalho, conectamos equipes e aceleramos a entrega de serviços, com foco total em performance e experiência do cliente. Com as capacidades de Field Service Management (FSM), possibilitamos o planejamento inteligente de agendas, despacho eficiente de técnicos, acesso móvel a informações críticas e integração com ativos e contratos, garantindo maior taxa de resolução na primeira visita, redução de custos operacionais e visibilidade em tempo real das operações em campo.
Field Service Management (FSM) é a gestão de serviços realizados fora das instalações da empresa, como instalações, manutenções, reparos e atendimentos técnicos em campo.
With ServiceNow's FSM solution, you digitizes the entire service journey: from receiving the request to scheduling, routing, execution and real-time monitoring. All this with intelligent automation, mobile applications for technicians and complete dashboards for operations leaders.
Second MarketsandMarkets, the global Field Service Management (FSM) market is projected to grow from US$4.0 billion in 2023 to US$7.3 billion by 2028. This accelerated growth is a reflection of the growing need of enterprises in improve operational efficiency, optimize field service management and enhance the customer experience.
Evaluate existing field service processes, identify areas for improvement and map the specific needs of your operation.
Create a strategic implementation plan, defining workflows, automations, integrations with other tools and performance metrics.
Train technicians and support teams in the use of new tools and processes, ensuring everyone knows how to get the most out of the platform.
Put the FSM into operation, monitor its performance, collect feedback and make continuous adjustments to ensure optimized results.
When choosing the 4MATT, you benefit from the expertise of a highly qualified team with extensive experience and in-depth knowledge of ServiceNow solutions. As a Premier Partner, our team has direct access to the latest innovations and exclusive training, ensuring an effective Field Service Management (FSM) implementation aligned with industry best practices.
Transformação da operação em campo
A large retail company was looking to transform its field service operations, which were characterized by outdated processes, low visibility, and decentralized service. In partnership with 4MATT and using ServiceNow Field Service Management, the organization underwent a true operational turnaround.
With the new solution, more than 85% of work orders were automated, enabling a alocação inteligente de técnicos, com base em localização, habilidades e prioridade. Além disso, o tempo médio de resolução caiu 40%, and the índice de satisfação dos clientes saltou para mais de 90% em menos de seis meses.
Another relevant impact was the 60% reduction in operating costs, thanks to elimination of rework, intelligent routing and real-time monitoring of service execution. The strategic visibility achieved allowed for more informed decision-making. agile, boosting the efficiency of the business as a whole.
FSM is the management of field services, which involves scheduling, dispatching, executing and monitoring services performed outside the company — such as installations, maintenance and technical support. With FSM's solution ServiceNow, it is possible to automate processes, optimize the use of resources and ensure efficient, connected service with high customer satisfaction.
4MATT implements the FSM Basic module ServiceNow with a focus on agility, efficiency and governance. We structure essential field service flows, with monitoring panels, intelligent scheduling and routing. Fast and structured delivery allows your field operation to function with greater control, productivity and integration with other company processes.
Challenges include lack of real-time visibility, scheduling difficulties, poor team integration, and rework. Without digital management, there is wasted time, increased costs, and customer dissatisfaction. FSM solves this with automation, mobility, and traceability of work orders—from dispatch to completion.
