ServiceBench Launches Field Service Management Solution

Provider of Web-based service supply chain automation now offering tools to strengthen quality service levels


Provider of Web-based service supply chain automation now offering tools to strengthen quality service levels

Fairfax, VA — May 11, 2005 — ServiceBench Inc., a provider of integrated service supply chain management applications, today announced the launch of Field Service Management for manufacturers, distributors, extended warranty providers and service providers to ensure quality service.

Service Network Center, Service Directory and Surveys are the three components that make up ServiceBench's Field Service Management solution, giving more control over key service-based activities via the Internet.

Service Network Center is designed to give users the ability to manage all of the normal interactions with their service provider network online. Historically, servicers have had to contact the field service representative (FSR) via phone, fax or e-mail to update information such as their service rate, coverage areas and the brands/products they service. ServiceBench said its Service Network Center allows this correspondence to be done completely online via the ServiceBench system.

Service Directory allows users to identify potential gaps in service areas/coverage, check the ServiceBench database of qualified servicers and even negotiate terms via the Web.

Surveys allows users to generate and send surveys to customers that are compiled by ServiceBench, and allows field services organization to monitor, measure and assess dealer/servicer performance as well as detect fraudulent claims via the site.

"The ability to improve the quality of customer service is the No. 1 reason companies want to automate the service side of the supply chain," stated Michael Dering, president and CEO of ServiceBench. "We look forward to helping our customers take their service operations to even greater levels of success."

Matt Dawes, National Service manager, Whirlpool Corp., commented, "As one of ServiceBench's earliest customers, Whirlpool is pleased to have the opportunity to be one of the first manufacturers to take advantage of the Field Service Management solution. The new ServiceBench offering will help the Whirlpool service network gain efficiencies and ensure that our customers continue to receive the high-quality service they deserve."

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