When your organization employs a mobile workforce, you have what feels like a million moving parts to track, monitor, and respond to at any given time. In other words, your job is inherently complex.
Before field service management (FSM) software was developed, tasks of logging, evaluating, and controlling every operational variable that presented itself were the responsibility of people.
The introduction of FSM software changed all of that.
What field service management technology means for your business
An automated and integrated system at its core, FSM makes it possible for increased efficiency on the job, improved communication across all channels, the access of critical information in real-time on-demand, and accurate tracking of inventory, vehicles, scheduling and customer portals.
Is your mobile workforce facing challenges in communication, productivity, efficiency, or customer service? You’re not alone. The right Field Service Management software can help.
1. Better communication across teams
One of the most commonly experienced issues faced by field service businesses is poor (or nonexistent) lines of communication between those on the road and those in the office. And let’s not forget about your all-important customer.
If one of your technicians is running behind because their current job is taking longer than expected or because traffic is heavier than usual, how can a new ETA be calculated and communicated in a timely manner?
Or one field service worker needs to inform a colleague of an important change to their next job. How can they do this?
FSM software gives you the ability to:
- Make information available and accessible to all relevant people
- Have your field workers interact seamlessly with managers, co-workers, head office and customers
- Use mobile apps to fully sync with the FSM system
- Solve issues on the job by equipping your field workers with remote help
When your internal teams communicate better, external communications with your customers become effortless. And solutions, no matter how complex, are possible.
2. Boost efficiency, boost revenue
Field service management is laden with unforeseen circumstances, complications and issues to be solved on the fly. From scheduling a dispatch to determining which professional is the best for the job considering customer needs, expertise, location, and availability – this is no easy, nor fast task.
The quicker your managers can come to these conclusions, the more customers you can service in a day, therefore driving revenues up.
FSM software combined with the power of mobile technology is what makes it possible to automate the vast majority of processes that were once only possible for human laborers to complete. FSM tools can be used to increase the productivity of managers and field workers by using algorithmic scheduling systems and real-time data access. Through FSM software, managers can effectively monitor the status of any given job with ease thanks to up-to-the-minute analytics and video feeds.
Back to your customer: when your technicians are more efficient, so are your managers and your schedule, which results in customers who are serviced faster and more effectively.
3. The importance of software that can evolve with your business
As you seek to enhance your communications and improve efficiency, while it is important to think about your company’s immediate needs, it is equally important to consider what your future needs may be.
Will your chosen FSM software accommodate your business as it grows? Is it easily customizable? Are there specific features designed to support your field service work when it evolves over time?
You can start with the basics of:
- Service/work order management
- Parts / inventory
The next logical step may be:
- Increasing the number of jobs you can successfully manage in a day
- Reducing the time spent on calls by providing your technicians with all the information they need in advance
- Optimizing your scheduling to assign the right worker to the right job
- Giving customers arrival time information and relevant in-field details (push notifications)
And finally, getting ahead of your competition might look something like this:
- Performance analysis sensors built into your equipment (Internet of Things)
- Optimizing your service routes to serve more customers effectively and efficiently
- Custom-tailored best practices for your company (AI and machine learning)
4. Solid implementation and adoption
Once you’ve done your due diligence and selected the best FSM software for you and your business, your hefty time and money investments will only go to waste if your system isn’t properly implemented and adopted by your employees.
The truth is, what is considered to be good – better yet, great – FSM software can be overwhelming to navigate. By taking on the task of implementation and adoption, you subsequently tear yourself away from running your business. And while a basic implementation may seem infinitely better than your current antiquated processes, a truly optimized solution can take you to an extraordinary level of success.
Consider an FSM consultant to work alongside you and your staff in the implementation, training and all-in adoption of your new system. This will ensure that your business goals are reached, your ROI is maximized and your operations are future-proofed, enabling your organization to thrive.
Empodio specializes in the implementation, project management and consultation of Salesforce Field Service Lightning solutions.
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