Field service companies are always on the go because there’s always something that needs to be done. The problem is, it can be difficult to keep track of everything. How do you know which technician is supposed to be where, and when?
The answer is field service management software, and it can help your business in a number of ways:
Automated Work Order Processing and Scheduling
Traditionally, service requests were handled manually. This meant that back office staff needed to assess the request and its requirements, and create a work order ready to be assigned. Managers then had to find a technician who was able to do the job and schedule the work order accordingly. This was all very time-consuming, and it often led to errors.
Thanks to field service management software, these processes can be automated and expedited. When service requests are sent via email or an online form, they are automatically logged into the system and assigned a work order number. From there, the job can be scheduled according to its requirements. Field service management software will automatically assign the work order to the appropriate technician based on their skills, location, and availability.
Through its streamlined dispatching system, field service management software eliminates the need to check in with the office regularly for any new assignments.
Once a job is scheduled, the software will send technicians a push notification on their phone, informing them where they need to be and when. If they accept the job, the software will forward all the necessary instructions and requirements. This saves technicians a trip to the dispatch desk and ensures that they can start the job right away.
Reduced Travel Time
Field service management software leverages GPS technology and real-time traffic patterns to find optimal routes for technicians. This means that technicians are less likely to get stuck in traffic and waste time travelling between job sites. Instead, they can focus on serving more clients in a day, increasing your company’s revenue potential. Plus, shorter travel significantly reduces your business’s fuel costs.
Increased Job Proficiency and First-Time Fix Rates
Field service management software gives all the information technicians need to do the job correctly and efficiently. Managers can provide customer histories, material requirements, and checklists that outline the step-by-step process for each type of job. They can also include photos, videos, and other digital resources to help technicians complete the work to the required standard. All of these details are available on the technician’s mobile field app, so they’re always prepared for the job at hand.
Real-Time Visibility Into Field Operations
Technicians can upload progress reports, geo-tagged photos, compliance forms, inspection checklists, and other documentation onto field service management software. The data is then stored in cloud servers that you can access from any device with an internet connection.
That means you’ll always have complete visibility into field operations. You can see which technicians are currently on a job, where they are, and how long the job is taking. You can also see which jobs are scheduled for the day and track individual technician’s productivity levels. If there are delays or workplace incidents, field service management software helps you quickly identify the root cause so you can prevent future disruptions.
Field technicians are usually required to work in hazardous environments. They may be working with electrical equipment, climbing ladders, or operating heavy machinery. Field service management software helps managers mitigate risks by providing a way to track employee safety compliance.
WorkBuddy, in particular, allows companies to create safe work method statement checklists and compliance forms that technicians must complete for each job. These checklists ensure that everyone is following correct procedures and wearing the proper safety equipment. Technicians can even report safety incidents directly to managers on the software, so the issue can be addressed immediately.
Preventive Maintenance Scheduling
If your business manages and maintains large facilities or equipment, preventive maintenance is crucial to minimising downtime. By regularly servicing and inspecting equipment, you can prevent small problems from turning into big and costly disasters.
With field service management software, you can easily schedule recurring preventive maintenance appointments based on service histories, asset types, and manufacturers’ recommendations. You can also set up automatic reminders for when an inspection is due, so you never have to worry about missing a service.
Improved Customer Satisfaction
Since field service management software provides real-time visibility of job progress, you can keep customers updated on the status of their service appointment. If there are delays, you can immediately let them know and offer alternative options. The increased transparency helps build trust between your company and the customer, helping you better manage expectations.
What’s more, efficient processes designed around field service management software lead to shorter appointment times and fewer return visits. This results in satisfied customers who are more likely to use your services again in the future and recommend your company to others.
Field service management software helps your business move away from tedious paperwork. Instead of printing and filling out paper documents, technicians can simply enter data directly onto their phone or tablet. You can digitise checklists, compliance forms, customer signatures, reports, and other documentation. The software then stores the data securely in the cloud. Not only is this more efficient for technicians, but it also reduces the risk of losing important paperwork.
Better Insight Into Business Performance
With field service management software, you can analyse your team’s overall performance. The software provides valuable data on things like job completion rates, customer satisfaction levels, and technician productivity. You can then use this data to improve your processes and make more informed decisions about your business. For example, you might notice that certain technicians are consistently late to appointments. You can then work on addressing the root cause of the problem, whether it be a lack of communication or poor time management skills.
Field service management software is a key ingredient for a successful business. If you’re not already using field service management software, now is the time to invest in a quality solution like WorkBuddy. Schedule a free demo today to see its benefits in action.