Field Service Management refers to managing resources involved in the installation and servicing of equipment. In Field Service Management, Managers are under constant pressure to meet customer expectations, monitor the work done by service technicians and provide insightful data to management. Scheduling and dispatching service executives based on their availability is also cumbersome. Technicians / Service executives are also in need of tools to ease their work in the field. Getting the right information at the right time can improve their productivity. The service team requires access to real-time data to address customer queries and provide better service. Challenges faced by technicians on the field include lack of access to information about the customer and previous work order, delay in getting approval from supervisors, sending instant updates about the job status. This article briefs how a field service software accelerates business productivity.
What is Field Service Management Software?
Any Organization that deploys technicians to the client site can make use of Field Service Software. The software can assist your sales team to spend more time selling and have better communication with the customer. The application is conveniently installed on the technician’s mobile device. The application is integrated with back-office and technicians get access to customer history.
A field service application automates and manages end-to-end field service operations. The software aligns the service operation in line with your business goals. The software enables to effectively manage your workforce and schedule tasks. A good field service application allows Managers and Supervisors to spend less time monitoring the service operations on the field.
The goal of any business is to provide better customer service. A field service software helps to achieve higher customer satisfaction and customer retention. The software helps in effective work order scheduling by quickly assigning tickets based on the technician’s skill set, availability and current location. It reduces the delay in addressing customer tickets. It also allows the rescheduling of tickets if the customer / technician is not available and reduces downtime. The software allows managing the inventory of equipment and spare parts used while servicing.
The FSM application comes with a customer portal that can be installed on both Android and iOS devices. The portal allows customers to register a service request, view invoices, AMC and warranty details and make an online payment.
The FSM application is also integrated with call center operations allowing quick scheduling of tickets.
Advantages to the technicians
- Effective work planning for the day
- Assign tickets for the day
- Access to information from anywhere
- Improved communication between customer and technician
- Get Reminders and notifications
- Automates billing
- Captures Digital Signature
Benefits to the Organization
- Optimized task scheduling
- Higher Return on Investment
- Fully automated invoicing and billing
- Real-time Analytics
- Instant updates on the job status
- Speedy Issue Resolution
- Improved Customer Service
- Effective scheduling of tickets
- Reduces downtime /unproductive time
- Easy Inventory Management
- Dashboards and analytics
- Reports on service team performance
- Reports on Service History
- Insights for better decision making
- Integration with ERP
There are many FSM software available in the market. But one size doesn’t fit all. Finding the right field service application can be challenging.
If you are looking for a field service management software that can be customized for your business, contact us today.