Field Service Rapid Response (FSR 2 )

There are too many times when your current ability to respond to outside service events just isn't good or fast enough.  These service events can be as simple as a failed part that is annoying the product user, or as serious as customer downtime.  Most people rely on phone calls, emails, and voice mails, which often end up with the wrong person or get buried on someone's desk. You need to give a voice to those people who are on the front lines of your service chain.  And that voice needs to be captured and moved through a structured process - - -a process that assures that the right people respond, the issue is escalated to guarantee rapid response, and the problem is eliminated as quickly as possible.  

What can be done to avoid these circumstances?

4CS, the leader in advanced systems for the service chain, has created a solution that effectively manages these critical situations.  This solution, called Field Service Rapid Response or FSR 2 , is a collaborative, proactive, business focused solution that is woven into the fabric of the entire service chain solution.

It is a solution that allows your people(employee, service provider, or even customer) to voice their concerns about your product on an immediate and structured basis.

Here's how it works:

1. Your stakeholder detects an event that needs attention

2. Your stakeholder completes a field service report Web form

3. The form contains the critical information you need,

such as:

Event details

* Product information

* Cost estimates

* Follow-up suggestions

* Related information and attachments 

4. The web form then travels to your next designated approver across the entire service chain, including tech support, warranty personnel, engineering, quality and others.

5. The event is captured in a queue of your choice and escalated per your rules

6. Each person can refine the information as they see fit

7. The path through your organization is designed by you

8. The detailed information can be used to forecast your potential exposure

9. If decided, the event can be automatically turned into a campaign

10. The resultant campaign can manage incoming claims for correct parts and labor content   

Your stakeholder is the person of your choice, be it customer, dealer, or field employee.  All information is contained in the system, and structured per your requirements. By being aware of potential hazards upfront, you can get a jump start.  Get ahead of your problems, and implement FSR 2  in your company!