Field Force Tracker Enables Connected Devices Redefining Field Service for the Connected Era

Top Quote Updated software adds support for connected devices making it one of the first Field Service software to do so. End Quote
  • (1888PressRelease) June 08, 2016 - Field Force Tracker, a leading provider of cloud based Field Service Software, announced availability of new device interfaces to connect customer devices and equipment to its software system. This allows connected devices and equipment to make a service request in automated way.

    Harnessing technologies from connected devices and customer data, Field Service Tracker is a modern approach to field service that is built for mobile and the Internet of Things (IoT). With Field Service Tracker, companies can now unite customers, connected devices, agents, dispatchers, and employees in the field with one powerful service platform to deliver a seamless customer experience from phone to field.

    Defining the Future of Field Service: Connected, Mobile & Intelligent
    Field Force Tracker ( , a pioneer in mobile enabled field service space, has delivered mobile solutions for over 10 years. It has built the most comprehensive mobile application for field service that can take care of all service needs. The company has deep experience in developing mobile apps with the ability to customize them to the customer needs.

    Today, 6.5 billion connected things are in use and by 2020, that number will reach 20.8 billion, according to a Gartner Report. This has serious implications for field service companies and their service managers. As connected devices become smarter and more predictive, it will create new opportunities to reinvent the customer service experience. Field Force Tracker is designed to take care of emerging needs.

    Field Service Tracker: Connecting Phone-to-Field
    Built on Cloud, one of the world's most feature rich customer service platforms, Field Service Tracker enables companies to deliver mobile, intelligent customer service from phone to field. With Field Service Tracker, companies can:

    Connect Their Entire Service Workforce
    Field Service Tracker connects the entire service organization from call center to the field. Agents, dispatchers and mobile employees in the field are on a single, centralized platform, bringing a new level of transparency and efficiency to customer service.

    Service agents have a 360-degree view of the customer and can create a work order from any case. Mobile employees in the field now have access to the customer's full service and purchasing history, empowering them to easily resolve any issue that may arise and possibly upsell the customer on another product.

    For instance, a homeowner requests a service visit because their Internet connection has gone down. After resolving the issue, the technician sees within the field service app that the homeowner has previously asked about a faster Internet connection. Using this insight, the technician presents new packaging options and the customer upgrades to a faster Internet speed at a discounted rate.

    Intelligently Schedule and Dispatch Work
    At the core of field service is scheduling and dispatching. Leveraging features like scheduling and optimization, Field Service Tracker takes dispatching one step further by applying a layer of intelligence. Scheduling is automated based on skills, availability, and location to optimize on-site service. Rules can be put into place to automatically assign senior field employees to complex service issues, and junior field employees to the routine service calls. Because scheduling is automated, dispatchers can focus on the real-time view of service operations and adjust resources accordingly.

    For example, if the first job of the day ends up taking longer than anticipated, a dispatcher can assign a different field employee to the next job so the customer's appointment does not get delayed. Or if a mobile employee gets delayed by traffic, a dispatcher could route another field technician to the job.

    Track and Manage Jobs in Real-Time
    Customer service moves fast and forward-thinking companies need real-time access to their service data. Field Service Tracker enables all service employees to update work orders, issue change requests and adjust job status, anytime, anywhere and on any device. A staggering 65% of field service workers still print out their service tickets and bring them in their vehicles, slowing down the service process.

    Now, an employee in the field can see their open work orders on their mobile device; update them throughout the day as they complete jobs, and all the information is seamlessly updated in System.

    New features and integration available in the latest release of Field Force Tracker include:
    - Expanded Field Resource Manager: Using a mobile device, field supervisors can now manage all field activities in real time with additional insights into field service team capacity. These new capabilities enable the field workforce to quickly respond to changing customer needs, while streamlining collaboration between resources in the field.

    - Automated Work Assignment: Companies can now respond to emergency situations using Field Force Tracker. When an event occurs, the application automatically locates the field resource nearest to the job and immediately routes them to the urgent event. The ability to take action automatically, without requiring human intervention, will help companies ensure relevant resources are quickly deployed - which in emergency situations, can make all the difference.

    Field Force Tracker ( delivers a complete service experience across a wide range of modern contact center channels including web, phone, email, chat, social and the in-person field service interaction, all powered by the latest technology. This cross channel, connected and mobile service experience is something that competitive products fail to deliver.

    Comments on the News
    "We are just beginning to see what customer service can look like in the era of mobile and IoT," said Mark Robinson, Director Sales at Field Force Tracker. "Field Service Tracker gives companies the ability to reinvent their approach to service by connecting the phone to the field on a single platform, resulting in an amazing customer experience."

    About Field Force Tracker
    Field Force Tracker ( is a leading global provider of its award winning mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses to meet the challenges associated with managing and running complex service operations. It helps improving the productivity of their mobile workforces.

    With Field Force Tracker customers can create service schedule and route quickly, dispatch sooner, collect accurate information immediately in the field and invoice faster. The field service software makes it easy for users to eliminate waste, get more done in less time and be more profitable.

    Field Force Tracker is a wholly owned unit of Rapidsoft Systems Inc. ( Rapidsoft Systems, Inc. has its main office in Princeton, NJ, USA, a US R&D Center in Mercerville NJ, and sales, support and development offices in Palo Alto, CA, USA, Singapore, Dubai (UAE), Bombay, and Noida (India).

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