Pegasystems New CRM Application Enhances Field Workforce Productivity

Pegasystems  announces the launch of Pega Field Service, a new application that allows organizations to extend superior customer service capabilities to their field technicians and agents. The new solution unifies and streamlines the entire field service operation from first call to final resolution on a single platform, providing a more satisfying customer experience and enabling a more productive field workforce while driving down operational costs.

With a comprehensive customer service dashboard and fully integrated native mobile app, Pega Field Service allows organizations to manage field interactions end-to-end to ensure each job is done right the first time in the fastest and most effective manner possible.

The company claims to provide out-of-the-box functionality enabling field service organizations to unify data and processes across the front and back office for a 360-degree view of the customer.

A centralized management control panel monitors activity from customer service reps on the phone through scheduling and dispatching technicians in the field. The fully integrated mobile app allows field workers to efficiently complete their job with advanced features such as digital signature capture to confirm completed work in real time and barcode scanning to ensure the right equipment is matched to the right part every time.

Pega Field Service is easily customized for a wide array of field service scenarios, such as:

• On-the-spot claims adjustments after an accident for insurance agents
• Broadband installations for media and communications technicians
• Home inspections and appraisals for mortgage bankers
• In-home wellness visits by healthcare professionals
• Emergency disaster response during a hurricane or earthquake for government agencies
• Equipment repair and maintenance for energy, life sciences, high tech, and numerous other industries

“With the introduction of Pega Field Service, Pegasystems is building on a decade of experience creating field service apps for many of the world’s leading service providers,” said Kerim Akgonul, Senior Vice President of Products, Pegasystems. “Now with Pega Field Service, we can provide a turnkey way for organizations to transform their field service operations and improve the customer experience while at the same time reducing operating costs.”

Built on the Pega 7 platform, Pega Field Service takes advantage of the latest Pega 7 platform capabilities to enable improved mobile functionality allowing  users to more effectively work in the application while offline in areas with limited connectivity. Mobile applications built on the platform such as Pega Field Service also support larger data sets in offline mode.