Francois Grech

Director, Brightspark

Francois Grech is a tech entrepreneur with over 15 years’ experience in corporate IT strategy, digital transformation, and solution delivery. As a founding partner and Executive Director of Exigy, one of Malta’s leading software companies, his involvement with multi-industry clientele provided him with the desire to make HR more than just a one-person job, thus developing the Brightspark platform.


On the importance of modernising field service operations

Monday 22nd March 2021

The past year has certainly offered its challenges. It is through these challenges that many realized how important it is to have effective field service operations. From servicing MRI machines and ventilators to servicing food delivery vehicles, the current situation brought about by COVID-19 is a stark reminder of how valuable effective field service is to your business.

The ability to reliably offer high-quality service from your technicians whenever a customer’s equipment breaks down is crucial to businesses looking to improve their reputation among customers.

So how are leading businesses able to deliver speedy responses without compromising on efficiency? One clear indicator points towards the successful implementation of digital transformation for Field Service processes. Here are some benefits to implementing technology within your field service operations.

Automated Scheduling

Scheduling the dispatch of technicians is no simple task. Therefore, making use of a system that allows for automatic scheduling and dispatch is especially beneficial as it avoids common problems such as double-booking of dispatches. All the while, this also frees up the resource time spent on scheduling which could be invested elsewhere.

Technician Time Optimisation

Your technicians’ time is also valuable. Therefore, optimizing a technician’s time in the field is an action that is well worth the investment. Utilizing tools that allow the technician to know all the relevant information needed before and during dispatch will allow for much faster resolution times, and an overall improvement in service quality.

Technician Matchmaking

Assure that technicians have the right parts and tools for a first-time fix— and that the best, closest technician for the job is dispatched. This can be easily achieved when key technician data such as location, tools and skills are all available to your system to generate automated matchmaking.

Customer Communication

Lastly, the ability to notify customers of potential performance issues and the estimated time of arrival for a field tech is also crucial when working towards a positive field service experience for your clients. Having a system that can act as a collaboration tool between your organisation and your customers paves the way for many more clients satisfied with your service.

In conclusion, it has never been a better time to invest in digitally transforming your field service operations. While it is no simple task, your efforts in taking your field service operations to the next level will pave the way for your company’s evolution.

Exigy is a Microsoft Gold Partner, comprised of industry experts that have been implementing digital transformation projects for over 18 years. Our expertise in digital transformation has allowed us to lend a hand to the evolution of several companies utilizing field service processes.

Interested in learning more about how you can help your field service is able to achieve a successful digital transformation? Take part in our newest webinar titled “Digitally Transforming Field Service Processes” in collaboration with EY Malta! Learn more by clicking here.


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