ServicePower, a major player in Field Service Management (FSM), announced at the end of May the availability of its solutions on the French market. With this new subsidiary in Paris, it thus confirms its rise to power in Europe and its ambition to help players in retail, insurance, consumer electronics and all companies that offer services for the home to offer powerful personalized experiences. to their customers, while achieving significant operational efficiencies. .
Founded in 2000, headquartered in McLean, Virginia, ServicePower is a field service management software company focused on delivering an enhanced customer experience, while delivering significant operational efficiencies. Trusted by companies around the world including GE Appliances, LG, AIG, Allstate, and Siemens, provides a field service optimization SaaS platform that combines internal and external resources to help companies effectively manage technicians internal and contracted. Operating in the UK, the Netherlands and now France, ServicePower is deployed in 36 countries across Europe and North America and secures more than 20 million missions per year for more than 18,000 customers and 100,000 users. Named a Visionary in the 2021 Gartner® Magic Quadrant for Field Service Management for the fifth consecutive year.
In Europe, ServicePower already has prestigious clients such as AIG, Baxi, Electrolux, CostCo, Hartford Steam Boiler, Castelan Group, Northern Ireland Electricity Networks, Sector Alarm, Siemens…
Home after-sales service gains ground
Field Service Management, which aims to optimize material and human resources for mobile work, such as maintenance or after-sales service, thanks to the coordination of employees in the field, is a market whose growth has been exacerbated by the pandemic. Although confinement is no longer on the agenda, companies are using remote work more than before the Covid crisis, which is pushing consumers to invest more in products that improve their comfort. These new consumption habits thus increase the need for an after-sales service at home, such as roadside assistance.
The ServicePower platform, which is based on advanced AI optimization algorithms, offers a set of powerful solutions to manage customer requests, related to the warranty, repair or exchange of their products. It makes it possible to record complaints, assign them to the appropriate department, assign them a specialized technician and determine an intervention window that suits the client and adjusts to the intervener’s schedule, taking into account road traffic conditions.
In addition, the labor market is undergoing unprecedented change, companies are increasingly turning to outsourcing resources, the ServicePower SaaS platform helps companies effectively plan field interventions with a mixed workforce combining employees and contractors.
Expand European portfolio
Gartner’s recognition and ServicePower’s customer portfolio of some of the world’s most recognizable brands encourages it to leverage its leadership position in transforming field service experiences to attract new customers in Europe.
Patrick Van Osta, Commercial Director of Europe ServicePower, concludes:
“The opening of this new office in France allows us to get closer to our European clients to better support them in transforming their approach to customer service, a change that is based on the integration of collaborative technologies, intelligent use of data and immediate access to organized information information, from anywhere and at any time It is this ease of interaction that customers expect and what companies aspire to establish, the most visionary organizations are those that realize that the customer experience is not stops in the purchase order. »