Field service management

Offer good service, keep customers happy

Reducing the cost of service delivery and improving customer satisfaction means finding better ways to manage and control processes for enabling field service workers to do their jobs. Manual and/or paper-based processes can be readily replaced with more efficient, automated electronic workflows using Adobe solutions. By replacing paper with electronic documents and implementing a digital rights management (DRM) solution, you can gain greater control over field operations and protect sensitive information. With Adobe solutions, you can:

Increase operational efficiency

Leverage information already available in your enterprise systems for the automated generation of service manuals, and generate manuals earlier in the process to help meet rapid delivery schedules. By enabling service professionals to view manuals electronically with free Adobe® Reader® software, you can reduce the costs to print and deliver manuals. You can also help ensure that service professionals are using the latest version of repair manuals so service can be performed correctly the first time.

Identify and solve customer problems faster

Consolidate all relevant information into one easy-to read case file. The information can be viewed online using a rich Internet application (RIA) or saved as a PDF for easy sharing. In the field, service professionals can download the PDF case file and any additional content — 3D designs, datasheets, repair manuals — right from the RIA. This effortless automation improves the efficiency and effectiveness of maintenance and repair.

Improve the quality of communication

Enable service professionals to view manuals with Adobe Reader so you can extend and reuse product information beyond engineering applications and PLM systems — including 3D data — and provide better information farther into the field.

Reduce the costs to print and deliver manuals

Reduce printing and distribution costs by providing more up-to-date, interactive manuals in electronic format.

Simplify archiving and compliance

Use electronic rather than paper processes so you can better meet long-term archiving and government compliance requirements — such as export controls, trade restrictions, arms regulations, and others.

Protect and control sensitive information anywhere it gets distributed

DRM can help you maintain information security and version control of sensitive documents, even after distribution. Use Adobe solutions to dynamically control who can open, edit, print, copy, or forward your PDFs. These controls remain with the document wherever it goes — online, offline, and even outside the firewall. Learn more about Adobe solutions for digital rights management.

Solution benefits

Improve the quality and efficiency of maintenance and repair services.
Transform manual and paper-centric processes into an efficient, managed, and controlled electronic workflow.
Integrate 2D and 3D product and process information into a single and universally accessible format — PDF.
Accelerate ROI due to faster adoption of new processes by service professionals.
Reduce the risk of losing sensitive information by implementing DRM.
Improve long-term archiving, compliance, and auditability by replacing physical paper with digital documents.
Get the right information to the right people at the right time, so you can resolve service issues faster than ever before.