Software offers global customer service lifecycle management.

Press Release Summary:



FieldCentrix Enterprise Software v4.0 supports multiple currencies and locales with ability to localize dates, times, and numeric formats. Entitlement and SLA information is managed at contract and equipment level while customer obligations are accessible to office and field. Real-time call escalation helps monitor contractual obligations and customer satisfaction, and service engineers have ability to manage their own work order schedules.



Original Press Release:



Enhancements Expand Global Functionality of Leading Field Service Automation Software Suite



Irvine, Calif. - July 19, 2004 - FieldCentrix® Inc., the most experienced provider of Web-based automation solutions for customer service lifecycle management, today announced the general availability of version 4.0 of its FieldCentrix Enterprise software suite. This latest release extends FieldCentrix's leadership position in field service automation through strengthened support for global deployments and new markets including medical equipment and high tech.

With version 4.0, all FieldCentrix Enterprise products transparently support multiple currencies and locales. Dates, times and numeric formats can be localized by individual users. International clients can now use the same robust mobile product no matter which country they do business in, because service engineers are able to work and print customer documentation in their native language.

"FieldCentrix continues to evolve its solution with global business in mind," said Rick Roll, CEO of FieldCentrix. "Many of our enterprise customers have selected FieldCentrix as the field service platform of choice and are expanding their implementations on a global scale. Version 4.0's internationalization capabilities support clients on a worldwide level and allow them to rapidly and economically deploy a standardized solution that works the same in many different languages, currencies, and locales."

To better support the unique needs of the medical equipment and high technology industries, version 4.0 includes new functionality that provides faster access to customer and equipment intelligence and helps organizations offer more personalized and consistent customer care. New features include:

Entitlements/SLAs - With Version 4.0, entitlement and SLA information is now managed at the contract and equipment level. Customer obligations are clearly defined and instantly accessible to the office and the field. This helps avoid billing disputes and penalties and allows service engineers to better meet customer expectations. At the same time, service engineers only work on contracted equipment and service levels to better manage contract profitability.

Automated Call Escalation - Automatic, real-time call escalation helps service organizations proactively monitor contractual obligations and customer satisfaction by being made aware of potential issues before they happen. User-defined SLA risks automatically trigger call escalations to notify the appropriate personnel when a call is in danger of not being handled within the contracted entitlement.

Service Engineer Self Scheduling - Version 4.0 also gives service engineers the flexibility to manage their own work order schedules in the field. The office is automatically notified of any field initiated changes, so schedules and data are always current. Service engineers can also accept or reject work orders dispatched to them from the office, so rejected calls can be quickly rescheduled and contracted customer response times are better met.

Other 4.0 Highlights

Other new product features include a host of functionality for more profitably managing contracts, resources, and customer expectations.

Resource Utilization - Version 4.0 contains a comprehensive resource utilization tool that accurately plans, tracks, and analyzes field service resources in real time. The add-on capability allows users to establish planned schedules by job type, edit plans, monitor workloads and staffing requirements, track targeted service and PM hours, evaluate contracts, and more. Tracking and analyzing planned versus actual work helps minimize content administration and operations while increasing revenues.

RMA Processing - With version 4.0, return material authorization (RMA) numbers and shipping information are recorded by the service engineer in real time at the point of service. Automating the RMA tracking process decreases lost and misplaced parts and lost warranty revenue. It also reduces administrative overhead and establishes online history of equipment and material failures.

Custom Tasking - To better manage custom and aging contracts, version 4.0 provides on-site custom tasking. This capability allows service engineers to view unique requirements, as well as create and edit their own equipment tasks and readings in the field. More accurate tasking ensures customers always receive contracted service levels, service engineer utilization is optimized, and contracts remain profitable.

FieldCentrix Enterprise version 4.0 is available now.

About FieldCentrix

As a pioneer in field service automation, FieldCentrix Inc. has acquired deep domain expertise in real-time mobile and wireless technology and now offers one of the most advanced customer service lifecycle management-focused solutions in the industry. Its award-winning FieldCentrix Enterprise software suite strategically supports global organizations who want to automate key service processes and optimize mobile workforce resources to better control operational overhead and proactively increase customer service visibility, value, and revenue. FieldCentrix specializes in delivering solutions for the manufacturing, industrial equipment, commercial refrigeration, automation controls, medical equipment, high technology, communications, real estate services, and building trade sectors. Its growing client base of enterprise-class organizations includes Honeywell, Praxair and SourceOne Healthcare Technologies. The company is headquartered in Irvine, Calif. and has offices throughout North America and Europe. For more information, visit www.fieldcentrix.com.

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