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Field Service Action & Communication Plan

Steven Tripp

Created on August 22, 2024

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Transcript

Interactive Field Service Action & Communication Plan

Communication:Rental confirmation & field service information

Equipment breaks & customer requests service

Communication: Service request confirmation

Rental team reviews service request & decides on action

Troubleshoot

Assign Mechanic

Replace Equipment

Communication: Troublshoot with customer

Communication: Field service mechanic assigned

Communication: Pickup/delivery scheduled

Solved?

Start logistics action & communication plan

No

Yes

Communication: Mechanic dispatched

Communication: Mechanic arrival

Communication: Service complete

CommunicationService complete

Send to: Customer contact, jobsite contact, rental team Channel: Email & text message Include:

  • Notification that field service mechanic has completed service
  • Contact info of rental branch & field service mechanic
  • Link to customer experience survey

CommunicationField Service Mechanic Assigned

Send to: Customer contact and jobsite contact Channel: Email & text message Include:

  • Notification that field service mechanic is scheduled to come out
  • When & where the field service mechanic will arrive
  • Contact info of rental branch & field service mechanic

CommunicationMechanic dispatched

Send to: Customer contact and jobsite contact Channel: Email & text message Include:

  • Notification that field service mechanic is on their way
  • When & where the field service mechanic will arrive
  • Estimated fix time
  • Contact info of rental branch & field service mechanic

CommunicationPickup/delivery scheduled

Send to: Customer contact and jobsite contact Channel: Email & text message Include:

  • Information about new equipment
  • When & where the equipment will be arriving
  • Contact info for of rental branch & driver

CommunicationService Request Confirmation

Send to: Customer contact and jobsite contact Channel: Email & text message Include:

  • Confirmation that the form was recieved
  • Emergency contact information

CommunicationTroubleshoot with customer

Send to: Customer jobsite contact Channel: Phone call Include:

  • Troubleshoot problem
  • Leave a voicemail if no answer

CommunicationRental confirmation & field service information

Send to: Customer contact and jobsite contact Channel: Email & text message Include:

  • Rental Summary
    • Equipment being rented
    • Rental dates
    • Jobsite location
  • Field Service Info
    • Expectations & availability times
    • Service request form, phone number, email address
    • Routine maintenance or check in schedule (ie. weekly cleanings for porta-johns)

CommunicationMechanic arrival

Send to: Customer contact, jobsite contact, rental team Channel: Email & text message Include:

  • Notification that field service mechanic has arrived
  • Mechanic location
  • Estimated fix time
  • Contact info of rental branch & field service mechanic