Monday, September 27, 2021
The COVID-19 pandemic rapidly disrupted several industries across the world while clearly accelerating digital transformation initiatives. When looking at the financial services industry, one of the players impacted the most were the field service organizations responsible for customer support. Travel restrictions and stay-at-home orders posed major challenges for these organizations considering the fact they could not physically attend to a device on-site. ATMs, Cash Dispensers, Interactive Teller Machines, Cash Recyclers, and Kiosks constitute the backbone of a financial institution’s self-service infrastructure and field service organizations remained accountable for both device uptime and maintenance – even during these unprecedented times.
Field service organizations were forced to respond to this unexpected change with innovative solutions to ensure their customer operations were not impacted. The ideal direction was to pivot to a digital mindset and service devices remotely. However, for many of these organizations, siloed operations, manual processes, and disparate legacy tools hindered their ability to successfully adjust and deliver frictionless customer service in such a challenging environment.
This past year highlighted the need to reimagine field service operations within the financial services industry. The conversations and strategies amongst various organizations dramatically changed simply because they had to. Thinking towards a post-pandemic digital world, customers will continue to expect better, faster, and more consistent field services. But how does an organization adapt to meet these anticipated requirements while also keeping costs at bay? The answer lies in leveraging the cloud and pursuing modern digital field service best practices.
Cloudexa is the Software as a Service (SaaS) platform designed to equip financial institutions and third-party support organizations with agile cloud-based solutions for digital field services. Embedded digital workflows empower users to automate mundane and repetitive tasks. Additionally, technicians can remotely diagnose and troubleshoot device issues through key features including remote restarts and reboots. This approach significantly reduces truck rolls, enhances productivity, and improves service margins.
Through a single pane of glass view, chronic faults can be identified for condition-based servicing of equipment. Technician productivity is optimized and dispatch management is streamlined due to service intelligence and real-time actionable insights. Field service managers can reduce support costs by 20-30% on average by utilizing workflow automation, remote incident resolutions, optimal scheduling, and efficient dispatch management.
Digital field service is quickly becoming the new normal. Are you ready to take advantage? Contact us to learn how Cloudexa can put you on the fast track.