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PEGA FIELD SERVICE

MORE EFFICIENT FIELD WORKERS AND HAPPIER CUSTOMERS
A PEGA CUSTOMER SERVICE DATASHEET

Higher productivity, lower costs, CHALLENGE

Companies that provide on-site
improved customer satisfaction service for their products are
challenged from both ends. They’re
Pega Field Service streamlines and improves the service experience for employees and customers.
expected to provide service that
A centralized management control panel monitors activity from customer service reps on the phone
delivers the highest levels of
through the scheduling and dispatch of field workers to fix problems to the customer satisfaction rating customer satisfaction, engendering
upon closing a service request. loyalty and repeat purchases. At
the same time, service must be
Pega Field Service incorporates best practices for customer service workflow, from the first call through delivered efficiently and profitably
final resolution. CSRs can triage and troubleshoot via phone, while field technicians are able to review by technicians that are well trained
work lists, accept/reject work orders, retrieve optimized routing, record time and expense, and capture and prepared to solve any issue.

customer acceptance and satisfaction metrics directly on their mobile device.

SOLUTION
Because it’s built on the Pega 7 platform, business users can add to or modify the base workflow easily to Pega Field Service is an end-to-
adapt to their specific product or industry. Field organizations can achieve up to 50% reduction in time- end field service solution for
to-deploy by starting with Pega Field Service and adding workflow processes tailored to their business. managing the entire customer
interaction lifecycle from the first
The result is more customized than off-the-shelf packaged apps, but without the associated cost and
phone call or online request to
headache of custom development and maintenance. the closing of a service call. Pega
§§ Increase Customer Satisfaction Field Service enables companies
to serve customers better and
The basic tasks of every service operation and field worker are already incorporated in Pega Field
more cost effectively through a
Service, connecting the back office to the field force. Functioning as a native app on Android or single application that combines a
iOS devices, Pega Field Service presents an intuitive and familiar workflow to the mobile user from customer service dashboard with a
the very first tap. fully functional mobile app for field
workers.
§§ Make Employees More Productive
Pega Field Service is based on a decade of delivering mobile field enablement applications to ENABLING FIELD WORKERS,
the world’s largest and most complex organizations. Some successful Pega field workforce PLEASING CUSTOMERS

deployments include: Safelite AutoGlass, Xerox, Abbot Diagnostics, Coca-Cola Refreshments, Safelite AutoGlass® uses Pega to
provide its 5,500+ field technicians
Pitney Bowes, Canon, Toshiba, and ADT.
with a mobile app to handle
§§ Rapidly Deploy and Continuously Adapt job scheduling, routing, parts
Built on the Pega 7 platform, Pega Field Service can be adapted without hiring developers or writing management, and customer
satisfaction. After deploying Pega,
code. Functionality and/or workflow are modified by simply dragging-and dropping icons in a
productivity increased 30% and
browser-based Designer Studio. This produces an application tailored to the organization, without customer satisfaction, as measure
the time and expense associated with most custom development. by NPS, improved by 19%.
 Pega Field Service WWW.PEGA.COM

STREAMLINE OPERATIONS TO AUTOMATE AND MOBILIZE THE

IMPROVE PRODUCTIVITY & FIELD WORK FORCE
REDUCE COSTS §§ Integrated iOS and Android apps provide enterprise
authentication, assignment workflow, turn-by-turn directions,
§§ Acknowledge inbound service requests with a complete
and time and expense capture for mobile workers.
customer profile and history in a browser-based CSR dashboard.
§§ Signature capture on mobile devices for employees and
§§ Troubleshoot and provide potential fixes before
customers, including built-in customer satisfaction survey.
assigning resources.
§§ Parts management via mobile devices including barcode
§§ Automate work through effective workflow business rules.
scanning for search and data capture.
§§ Integrate data from disparate systems directly to mobile devices
§§ Offline functionality enabled through Pega Mobility platform
through Pega Live Data abstraction layer.
advanced data handling.
§§ Reduce training and improve employee satisfaction with
intelligently guided interactions.
ADAPT EASILY AS TECHNOLOGY
INCREASE CUSTOMER AND BUSINESS REQUIREMENTS
SATISFACTION BY GETTING THE CHANGE
JOB DONE RIGHT THE FIRST TIME §§ Easily modify functionality and/or workflow on the desktop or
mobile devices through a drag-and-drop interface, without
§§ Quickly and effectively acknowledge and respond to customer
additional coding.
service requests via 360-degree customer view.
§§ Immediately support new devices and platform releases with no
§§ Troubleshoot and diagnose problems through intelligently
action required by admins or end users.
guided interactions.
§§ Integrate with legacy and new data sources as business needs
§§ Streamline and automate work through effective workflow and
change without major app overhauls.
business rules.

Pega Field Service delivers a completely integrated field service solution from
service agent desktop to a fully functioning mobile app that guides technician
workflow and captures data in real time.

© 2015 Pegasystems, Inc. All rights reserved. All trademarks are the property of their respective owners.