Mapping Customer Locations to Support Field Service Agents
DOI:
https://doi.org/10.63282/3050-9246.IJETCSIT-V6I1P123Keywords:
Field Service Management, Gis, Location Intelligence, Customer Mapping, Route Optimization, Spatial Analytics, Workforce Planning, Service EfficiencyAbstract
The investigation represents how field service operations can become more efficient and effective through spatial mapping as well as location intelligence. Data-driven solutions are mainly aimed at dispatching the agents, cutting down the travel time, and raising the customer satisfaction level. Besides GIS, clustering, and route optimization algorithms were used in the analysis of customer locations for discovering patterns of service demand and creating balanced service territories. With the help of these spatial as well as analytical instruments, organizations can reduce the redundant travel, allocate resources more effectively, and streamline scheduling processes. The results show that spatial mapping leads to a significant decrease in operational costs and travel time and at the same time, agent utilization and service responsiveness are increased. Apart from that, location intelligence facilitates strategic decision-making as it delivers the insights which can be readily applied to the geographic service dynamics. On the one hand, the amalgamation of Artificial Intelligence (AI) and the Internet of Things IoT) is envisioned to bring about a paradigm shift in field service management by offering predictive maintenance, real-time tracking, and adaptive routing. Thus, organizations will be enabled to take preventive actions with respect to situations that keep changing and at the same time, the customer experience will be improved. In a nutshell, the present research highlights how essential spatial technologies are in turning conventional field operations into intelligent, efficient, and responsive service delivery systems that are driven by data and automation.
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