Customer’s Corner May 2015

5.26.2015, Written by fieldnation
Field Nation's Vice President of Customer Service, Art Jenkin
Field Nation’s Vice President of Customer Service, Art Jenkin

Greetings Professional Providers and Buyers,

I am coming off of a very relaxing Memorial Day weekend – I trust all of you are doing the same. I enjoyed the three-day weekend as it gives us a chance to reflect on the past, present and future service and protection our Armed Forces provides for us all. To the ladies and gentlemen who have served and who continue to serve, I say “Thank You!” for your services and for keeping us safe from harm. We are all greatly indebted to you.

I am sure by now most of you have heard about our recent acquisition of FieldSolutions. This is an exciting time for all involved. As our CEO, Mynul Khan, recently stated: “As a company, we think big and we think long-term. The acquisition of FieldSolutions strengthens our position in the FMS platform space. The project and program management strengths of FieldSolutions fit well with the visibility, accountability and control that Field Nation customers demand. We are pleased to bring FieldSolutions into the Field Nation family.”

This is a win-win situation for all of our current and future users. As stated in our press release regarding the acquisition, the combination of Field Nation and FieldSolutions make up the most advanced FMS available. Field Nation’s long-term objective is to be the dominant SaaS ecosystem used for work. The acquisition of Field Solutions, with its highly developed service programs and delivery capabilities, helps Field Nation move toward this goal.

This is great news and I could not be more excited! Be sure to keep an eye on us as Field Nation continues to grow and will quickly become the logical solution for many regarding the services they need and those we now provide – the possibilities are limitless!

Continuing on, I would like to address some provider and buyer concerns. Everyone knows that even with a seamless and robust platform such as ours, we are still in the people business and issues do sometimes arise when there are humans involved.

None of us are perfect and mistakes and miscommunications are bound to happen. It is everyone’s responsibility to work together to limit the instances where friction occurs. We always want to ensure a pleasant experience, and if conflict does arrive we strive to achieve a positive outcome. With that being said, please remember that the good old telephone is by far the best means of communication in an urgent situation. Also, be sure to record anything you have agreed to verbally in the message section of a work order since it is much easier to recall what was agreed upon if there is a hard copy. Messages are time and date-stamped, which also comes in handy; when there is a trail to follow, resolution and clarity of events that have occurred are more easily realized.

I have heard a lot about counter offer conflicts and delays on the approval of work orders. Try to keep your counter offers as simple as possible to avoid any confusion and masking anything within the verbiage. Always read the counter offer in its entirety before accepting since if you accept the offer, you are agreeing to it and it now becomes part of the work order. Regarding approvals, users simply must communicate better on this issue. Many times, the message that is sent is not read nor is an answer provided to the request for approval. If we can all keep each other informed of progress and any issues preventing approval, the work order process will flow much smoother. Service buyers expect to be updated and service providers expect to be paid for their efforts – let’s all try to put in an extra effort on this concept and see if we can make our Tuesday and Friday mornings a bit easier to handle. Agreed? GREAT! And personally, “Thank You” for your assistance. We are also currently reviewing both of these processes to see how Field Nation can make them work better for all in the near future, so stay tuned!

Lastly, I would like to remind all about our PPEM system. Provider Performance Event Management is a big part of our day-to-day here at Field Nation. Anytime a provider is late, cancels a work order, is a no-call/no-show, etc., it is recorded and penalties are applied. These include, but are not limited to: verbal warnings, 30/60/90-day suspensions from the open marketplace and even termination from Field Nation. So remember there are terms and conditions you have agreed to abide by and you simply must do so for the system to work. Always keep the buyer and Field Nation informed when there is a possibility of a problem. We are here to help. Buyers and providers should always rate the experience of working together since this is important and reflects the relationship. Relationship Management is the name of the game on both sides of the work order. Let’s keep everyone informed of the good and when it does pop up, the bad as well. Please always try to reach out to the party you are rating to get a complete understanding of the situation; as we all know, things are not always what they seem.

Well that is it for this month. Please feel free to send me an email at or a phone call if you want to join my group “VP Customer Service Corner” in Field Nation.

HELLO SUMMER!

Thanks to all for your continued support of Field Nation, and as always, BE SAFE.

Sincerely,

Art