by Brianna Crandall — October 2, 2017 — ServiceChannel, a software-as-a-service (SaaS) service automation platform for facilities managers (FMs), contractors, and technicians, recently announced a broad roadmap and a new set of artificial intelligence features at its annual user conference in Las Vegas. The new features presented at ServiceChannel CONNECT include discrete capabilities for FMs, contractors, and technicians, empowering them to provide a more efficient, consistent, and positive experience for their store, hotel, restaurant, or healthcare facility visitors.
At the forefront of the new capabilities is an extended focus on machine learning, artificial intelligence (AI), and predictive analytics to drive new levels of automation, transparency, visibility and efficiency. ServiceChannel’s unique and detailed data set of over 70 million maintenance transactions is the basis for its innovative Decision Engine, which combines data on assets, pricing, and empirical performance to assist facilities professionals in making decisions more accurately and efficiently, in a fraction of the time it takes today.
Specifically, the new Decision Engine capabilities provide enriched data-driven insights to better inform decisions such as whether to replace or repair an asset, accept or challenge an invoice, or choose to update pricing controls more proactively. Combined with additional ServiceChannel product enhancements presented at ServiceChannel CONNECT, these new features will help customers identify and save on their annual repair and maintenance activities, while driving continual quality improvements, says the company.
User Alan Donohoe, senior manager, Store Planning Preservation Department, Louis Vuitton, remarked:
Decision Engine has been a great tool to not only advise on proposals, but also easily find the detail behind it. This has been extremely helpful with our small facilities management team.
In addition to the expanded Decision Engine, other enhancements to ServiceChannel’s Service Automation suite include:
- ServiceChannel Site Access: Increases compliance, efficiency and safety — Site Access offers a new level of transparency and visibility into technician-level performance, including photo-based identification, background credentials, arrival and departure information, validation of performance, and safety controls. Site Access is available in the Android and Apple app stores, and seamlessly integrates with the ServiceChannel platform.
- ServiceChannel Field Tech Manager: Improves efficiency of internal workforce — Field Tech Manager is a new workflow management feature designed to provide the same level of objective data tracking for internal workforces as for external contractors, including internal technicians and field service managers. It enables field service managers to more efficiently assign, track, and measure internal technicians’ workflow from their mobile device, and is supported by robust analytics.
- ServiceChannel Resident Facility Manager: Boosts FM team and assists transitions from outsourcers — Resident Facility Manager provides a dedicated resource to supplement any FM team in managing their program with ServiceChannel technology. Specifically designed for clients who are migrating from an outsourced model, the Resident Facility Manager can oversee a host of program and technology initiatives, depending on the needs of the client.
Tom Buiocchi, ServiceChannel CEO, stated:
The evidence is clear: physical locations, particularly retail stores, are central to the all-important customer experience. Whether you own a store, restaurant, hotel, gym, or healthcare location, facilities maintenance is a critical and strategic — yet often overlooked — element of ensuring positive brand perception. We are committed to providing our customers with revolutionary solutions and tools that deliver unprecedented value.
More information about Decision Engine is available on the ServiceChannel Web site.
ServiceChannel provides FMs with a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors across their enterprise. By delivering unprecedented transparency and data-driven analytics of service quality, across all trades, locations and contractors, FMs can drive significant brand equity and return on investment (ROI) for their organizations without outsourcing or investing in new infrastructure. Many of the world’s leading global brands use ServiceChannel and Big Sky solutions daily to help optimize millions of transactions and billions of dollars of spend annually, says the company.
