New system delivers faster, smarter field support
Published: July 7, 2021 - Updated: July 29, 2021
SAGE Automation has launched a new intelligent field services system that enables faster, more connected downtime resolution services.
The system allows for simultaneous triage, diagnostics and dispatching of technicians by support staff in the National Operations Centre (NOC). Faults can be logged on the system through a phone call, email, the SAGE GO App, or connected devices that trigger an automated response. Support staff can then leverage the new platform to respond rapidly to customer fault events.
“We are getting better and faster at what we do,” said SAGE Group’s Asset Operations General Manager,
“It’s about speed to resolution and increasing the efficiency and timeliness of response to customers so their operations can get up and running again,” he said.
Watch video: How the system works
SAGE’s field services system delivers:
- Faster fault resolution
- More uptime and availability of assets
- The right advice at the right time.
The platform harnesses the expertise of SAGE’s skilled service technicians to resolve faults with increased speed and efficiency. Remote connection enables faster triage, diagnostics and dispatch of a nearby service technician.
Speed of response is also improved through the platform’s real-time visibility of technician locations in the field and the ability to deliver the best fit for each customer based on skill set, inductions and distance from site.
“We can immediately triage and diagnose events with no loss of time,” Mr Muir said.
“This analysis ensures the right information is communicated to our resources in the field. We can process and understand what support our customer is requesting and ensure the right person with the right skills attends to deliver that response,” he said.
SAGE Service Technicians arrive at the site of a fault event, equipped with maintenance history, critical intelligence and live troubleshooting support from engineers and an AI knowledge base.
The platform also presents the opportunity for more predictive support as the data is captured and stored in a central location and used to inform future maintenance.
The field services system is supported by the increased efficiency of automated workflows which remove unnecessary data handling in the NOC, ultimately leading to faster support for customers.
The system builds upon the exceptional service SAGE support has provided for many years and provides a foundation for exciting opportunities to harness data in a customer-centric way for a new approach to field service.
To find out more about how SAGE’s field services system can support your business, contact your local service manager or fill out the form below: