Field Service Management Systems

For Consumer Services

For consumer service industries that include Retail, Wholesale, Logistics, Delivery and Communications, Kirona enables you to deliver the best possible service to your customers in their homes.

Our Field Service Management Systems for Consumer Services combines a powerful Dynamic Resource Scheduling (DRS) application with Job Manager (JM). Together they provide a comprehensive field workforce management solution that enables you to optimise each appointment, track your geographically dispersed workforce and gain valuable holistic insight into your operation.

Dynamic Planning & Scheduling

Whether you are providing appointed services or responsive call-outs, we enable you to ensure that each work item is allocated to the most appropriate resource while minimising travel and maximising the productivity of the resources available to you.

We do this through Dynamic Resource Scheduling (DRS) software that enables you to take into account every attribute of your resources when allocating work. In particular, by leveraging our leading route-planner capability, you are able to schedule visits in the optimum way, significantly increasing productivity and reducing travel time.

Optimising Appointments

Where you offer customer appointments from retail locations, online or through your call centre, Kirona Field Service Management Systems for Consumer Services helps you to do this in the most efficient way to reduce the costs of service delivery. We do this by linking the appointment system with the dynamic scheduler in order to provide customers with guaranteed appointments at the first point of enquiry.

Our Dynamic Resource Scheduling (DRS) application takes each request and identifies the best possible time slot within the existing schedule, based on resource availability and location, and prompts the customer service representative to offer this appointment.

Operational Insight

By utilising Kirona InfoSuite (IS), organisations gain end-to-end visibility of the complete field-service lifecycle and what’s more, this insight is real-time.

This enables managers to track performance against KPIs and SLAs, taking corrective action immediately where necessary. It also enables them to gain a holistic view of their operation, understanding resource availability and the cost implications of fulfilling customer demands.

Streamlining Multi-Visit

By empowering the field workforce with a mobile application, activities that require multiple and interdependent visits can be streamlined. To expedite processes, inspectors can authorise work while still onsite. Field workers can order parts and materials, or follow up visits can be booked while in front of the customer.

All of these factors ensure that work is completed in the shortest possible time, improving customer satisfaction and in many cases reducing the cost of service delivery.

Mobile Working

Using our Job Manager (JM) mobile working application, you are able to seamlessly connect your field-based workers with your centralised systems. Managers gain real-time visibility of daily activity and progress against the schedule. Paperwork can be eliminated with jobs presented on mobile devices and onsite information, including forms, photos and signatures, are synchronised in real-time with centralised systems.

This enables customers to be kept fully updated. For example, text messages can be used to inform them of arrival times, reducing the number of cases where no one is home, and if delays do arise, for proactive management of the customer to take place.