How Field Service Management Systems Helped A Company With It’s Customer Support



Case Study 1

By The Custella Team


The Challenge


Let’s take a look at a company that specializes in the procurement, management, and delivery of end-to-end marketing solutions. It previously managed queries on Google spreadsheets, with no customer service solution in place. This meant there were problems such as:

  1. no visibility into query statuses

  2. no way to track repeat queries

  3. no insights to make informed decisions on staffing, training, or process improvement



Reinventing legacy processes


Shortly after Catherine Thomas joined the company as Support Team Manager, she started looking for alternatives to excel systems and evaluated a number of Field Service Management Systems that had integrated customer support features. When she made her choice, she found the transition to be a lot smoother than expected.

“I thought I would need our internal IT team’s support, but I was surprised to find that I could do it all myself.”

Catherine Thomas

Support Team Manager



From Archaic to Agile


With a Field Service Management System, Catherine has been able to automate query assignment to the right teams by setting up groups and geofencing rules. This has empowered agents to support the unique needs of suppliers and end customers with ease and speed. Hence, Field Service Management has allowed the company to:

  1. effectively monitor queries across their lifecycle

  2. track recurring queries to find long term solutions

  3. oversee agent and group performances to making staffing decisions

Catherine is keen to explore advanced routing capabilities like round-robin and skill-based assignment. She is also looking forward to making processes more efficient and reduce response times with these features.


As a mobile and web application, Custella’s Field Service Management Systems replaces archaic practices, through its digital smart features and gives you the tools to improve your customer service.



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Need a field service management system like Custella? If you’re in Malaysia, Indonesia, or the ASEAN region, drop us an email to schedule your demo: ask@custella.com.

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