Pegasystems Pega Field Service CRM application

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Pegasystems has launched the Pega Field Service, a CRM application that allows organisations to extend greater customer service capabilities to field technician agents.

The service unifies and streamlines the entire field service operation from first call to final resolution on a single platform. It is designed to support sales, marketing service and operations while providing a more simplified customer experience and productive field workforce, as well as decreasing operational costs.

With a customer service dashboard and fully integrated native mobile app, the product allows organisations to manage field interactions end-to-end. A centralised management control panel monitors activity from customer service representatives on the phone through to scheduling and dispatching technicians in the field. The mobile app offers features such as digital signature capture, to confirm completed work in real time, and barcode scanning, to ensure the right equipment is matched to the right part.

Built on the Pega 7 platform, users can still work effectively in the application while offline in areas with limited connectivity. Mobile applications built on the platform, such as Pega Field Service, also support larger datasets in offline mode.