Oracle NetSuite today introduced NetSuite Field Service Management to help organisations in Singapore and the Philippines deliver seamless field service experiences to customers and employees. The new field management solution is intended to help organisations cut operational costs and increase customer satisfaction by improving field-to-office communications, simplifying scheduling and dispatch, automating inventory and customer asset management, and increasing visibility into real-time data.

“Manual workflows can negatively impact the performance of any organisation that is delivering service in the field,” said Gary Wiessinger, senior vice president of Application Development, Oracle NetSuite. “By automating key field service processes and enhancing visibility across operations, NetSuite Field Service Management will help our customers in Singapore and the Philippines reduce costs, increase productivity, and utltimately improve customer satisfaction and loyalty.”

NetSuite Field Service Management replaces the paperwork, spreadsheets, and other manual processes commonly used by field service organisations by streamlining the collection of data in the field and making it immediately available in NetSuite. NetSuite Field Service Management will help organisations improve:

• Scheduling and dispatch: Schedulers can easily assign and dispatch the technician with the right skills that is closest to the job in just a few clicks. In addition, schedulers can optimise the service for items such as warranty replacements, preventative maintenance, repair services, and installation by creating work orders from NetSuite cases, sales orders, projects, and customer assets.
• Field productivity: Field technicians can access real-time information on job details and customer and asset history via a mobile app on their preferred device, reducing time spent on calls back to the office for missing information. To help further increase productivity and simplify billing, expenses related to each job are automatically recorded.
• Asset management: Organisations can centralise the management of all customer assets and gain full visibility into asset hierarchy, historic usage, and maintenance. This enables each asset to be monitored from installation and commissioning to decommissioning or sale. In addition, asset costs can be tracked and managed at every stage, including manufacturing, bill of materials (BOM), and warranties. As a result, organisations can conduct timely preventative maintenance and ensure service is aligned with warranty schedules.
• Inventory management: Organisations can automate the entire inventory management lifecycle to accurately track truck inventory and confirm that all parts and equipment are available to meet customer service requirements. This helps increase first time-fix rates, reduce secondary truck rolls due to lack of inventory, and minimising  stock loss rates by reducing the likelihood of write-offs due to lost or missing components. In addition, a direct integration with NetSuite Inventory Management helps organisations further optimise inventory levels by enabling field service technicians to access and update inventory data in real time via a mobile app.
• Financial processes: Organisations can automatically generate invoices in real time based on work done and inventory used and set up automatic invoicing and payments for recurring jobs. This helps ensure accurate billing, reduce errors, and accelerate revenue recognition.
• Operational insights: Organisations can consolidate field service data within one system and leverage a dashboard of key performance indicators to measure business performance related to every job, customer, service contract, and technician. This helps improve decision making, uncover inventory leakage, track customer service improvements, and increase profitability.