Field Service Action & Communication Plan

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