Services such as ATMs, payment terminal maintenance and customer services related to financial products can be optimized using advanced scheduling, real-time tracking and enterprise mobility. Comarch Field Service Management software for financial institutions, together with integrations with internal systems, builds an environment that improves customer experience and lowers the total cost of the process.
Field service management in financial institutions such as debt collection agencies or other services which require well-planned execution of their agents’ visits may benefit from advanced scheduling with real-time calendar updates according to the progress of field staff. Such activities rely on large databases of locations that must be visited without precise knowledge of how long each visit might take. Real-time scheduling allows on the fly adjustments, change planning and effective field service management in debt collection services.
Support of debt collection in the field covers the areas related to bulk scheduling of a large database of field visits and optimal assignment of customer advisors’ visits. All the assigned tasks are visible in the mobile app for advisors, used for settlement agreement processing. Additionally, payment and cash transport tracking, combined with comprehensive reporting of the visits, allow constant monitoring of the performance and identification of possible misuse. Also, with real-time calendar adjustments caused for instance by the lack of customer presence or other visit duration changes, the schedule remains full and daily performance is maintained at a high level.
Cash collection or cash transport between bank branches and ATMs requires optimal routes, engagement of key personnel at the right time, and visiting different locations in a strictly defined sequence. Comarch FSM enables ad hoc or planned scheduling of cash transport, taking into consideration all aspects of the process and including advanced convoy tracking.
The system features support activities such as cash transport (cash points and ATMs), according to relevant procedures, optimal route planning, online confirmation of task status, and real-time registration of escalations and delays, together with online tracking of convoy location and transport status.
Comarch FSM with asset management supports the installation, periodic maintenance and service call management for equipment such as cash dispensing devices and payment terminals. The system automatically assigns appropriate resources according to priority, and supports the execution of tasks. Complete visit histories and comprehensive records of servicing are stored in the system. For periodic maintenance, the system creates tasks automatically and optimizes their scheduling.
The system supports technical maintenance of cash machines and payment terminals, service call registration, field service scheduling and optimization of field staff utilization, and ensures updates on tasks on mobile devices. The solution also improves communication thanks to online confirmations and completion reports. All data are processed in real time, which enables advanced field service analysis and constant KPI and SLA tracking.
