Prevalent frauds in field service management -1

I will write a few stories – based on personal and professional experience- where I see how fraudulent practices impact the companies providing services and/ or the consumer.

All cases are real and from my first hand experience. Today is the first, the case of the air-purifier field service management.

A few days back we wanted our room air purifiers serviced. It is one of the most well known white goods companies. We called their call center, a service ticket was logged and the technician was assigned to our case.

He landed up at about the appointed hour, did a thorough job with both ( we have two) and then asked for payment.

I paid in cash- he charged me for 2 services, got me to sign off on the “FSR” – which also doubled up as the receipt, and when he was tearing off the top page I saw what was odd.

Except for my signature and date, there was no other impression on the “self-carbon” copy- meant for submission back at his office.

See the possibilities.

He can fudge my rating; in this case, there was no need to, because I had rated him well; but, it is always a possibility.

He can misreport the time of arrival and departure.

He can claim that he serviced only one air purifier rather than 2. And pocket the charges of 1 service.

He can claim that he used some consumables- non-chargeable to the consumer, but obviously costing his company something.

Prevalent but preventable

Now, shameless plug for Saleswah Service CRM- field service management software.

If this company was using Saleswah CRM mobile enabled field service management software, this would not have happened.

  1. I would sign on the mobile screen, after I rate him- also on the phone. So, no chance of a fudged rating. Oh, and if your company policy demands that he takes a picture of the client, or the equipment, he can- and the pictures will be sent along with location tags, address etc to your database.
  2. The mobile app will record the start and end time and location of the service call/ visit. And the location.
  3. The receipt can be generated right from the app; configured by the type and quantity of the service availed. No more revenue loss for the company.
  4. You can specify in your service policy that all spares or consumables being used must be entered in the mobile app and and have that implemented/ enforced.

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