ServicePower, a major player in Field Service Management (FSM), announced at the end of May the availability of its solutions on the French market. With this new subsidiary in Paris, the company confirms its growth in Europe and its ambition to help players in the retail, insurance, consumer electronics and all companies that offer home services, to offer personalized and effective experiences to their customers, while achieving significant operational efficiency gains.

Founded in 2000 and headquartered in McLean, Virginia, ServicePower is a field service management software company focused on providing an enhanced customer experience while delivering significant operational efficiencies. Endorsed by companies around the world such as GE Appliances, LG, AIG, Allstate and Siemens, it provides a SaaS field service optimization platform that combines internal and external resources to help companies effectively manage internal and contract technicians. Operating in the United Kingdom, the Netherlands and now France, ServicePower is deployed in 36 countries in Europe and North America and performs more than 20 million missions per year for over 18,000 customers and 100,000 users. In fact, it has been named a Visionary in the Gartner® Magic Quadrant™ 2021 for Field Service Management for the fifth consecutive year.

In Europe, ServicePower already has prestigious customers such as AIG, Baxi, Electrolux, CostCo, Hartford Steam Boiler, Castelan Group, Northern Ireland Electricity Networks, Sector Alarm, Siemens…

In-home after-sales service is gaining ground

Field Service Management, which aims to optimize material and human resources for mobile work, such as maintenance or after-sales service, through the coordination of employees in the field, is a market whose growth has been exacerbated by the pandemic. Although lockdowns are no longer the order of the day, companies are making more use of telecommuting than they did before the Covid crisis, leading consumers to invest more in products that improve their comfort. These new consumer habits are thus increasing the need for in-home service, such as troubleshooting.

The ServicePower platform, based on advanced AI optimization algorithms, offers a suite of powerful solutions for managing customer requests related to warranty, repair or exchange of their products. It allows to register claims, assign them to the right department, assign a specialized technician and determine a suitable intervention window for the customer that fits into the technician’s schedule while taking into account the traffic conditions.

In addition, the labor market is undergoing unprecedented change, and companies are increasingly turning to outsourcing of resources. ServicePower’s SaaS platform helps companies efficiently plan field interventions of a mixed workforce of employees and contractors.

Expand European portfolio

Gartner’s recognition and ServicePower’s customer portfolio of some of the world’s most recognized brands encourage it to leverage its leadership position in transforming field service experiences to win new customers in Europe.

Patrick Van Osta, ServicePower European Sales Director, concludes:

“The opening of this new office in France allows us to get closer to our European customers to best support them in transforming their approach to customer service, a shift that relies on the integration of collaborative technologies, the intelligent use of data and immediate access to organized information from anywhere at any time. It’s this ease of interaction that customers expect and that companies aspire to implement; the most visionary organizations are those that realize that the customer experience doesn’t stop at the order form.”

Translated from ServicePower, spécialiste du Field Service Management, s’implante en France