For an organization to achieve service delivery excellence, outstanding field service management is a crucial requirement. Impeccable service delivery is not just a USP for many field service organizations but is actually a fundamental requisite for modern consumers.
No wonder the field service management market is growing at unprecedented levels. Data from Markets and Markets show that it is projected to grow at 16.2% CAGR from 2019 to 2024. It translates to a five-year growth of $5.9 billion from $2.8 billion.
Artificial Intelligence (AI), machine learning (ML), the Internet of Things (IoT), and other advanced technologies are already making their way into the field service management software (FSM) industry. This results in a streamlined process that benefits both the client and the on-field technician.
A lot of field service management solutions available come with several specifications and features that ensure customer success, increase visibility and automate on-field operations. But are you making the most of it to enhance your business?
After all, while it’s essential to provide your field service technicians with advanced tools, you also need to make sure they are fully utilized to improve customer service and simplify processes.
Below are some of the best features and strategies on how to improve your field management software:
1. Connect your tool to a payment gateway
Modern consumers are now used to a mobile society that enables anybody to purchase any product or service anywhere and anytime at the click of a button. Billing your customers long after work does not only add an extra step for them but it also wastes time.
A lot of FSM software available comes with features that enable field technicians to keep invoices updated and request payments from customers to pay instantly. Customers immediately receive the receipts through their emails after paying. This could, in turn, save your staff a step and optimize your cash flow.
2. Oversee on-field schedules
Since you cannot be on all the jobs your company handles, trusting your field technicians to show up on time, provide prompt service and bill for their time accurately is crucial to stay on top of your operations.
With field service management software in place however, you can oversee your whole field service team through features that enable technicians to update their work status.
For instance, with service scheduling software, your technicians can notify you each time they’re on their way to the job site, as the work starts, or every time a particular task is completed. You may also keep an eye on the schedules of specific technicians to ensure your company is offering the optimal level of customer service.
3. Maximize your data
In the absence of an advanced field service management ecosystem, your field staff is most likely relying on invoice paperwork and order form that they pass along to the office staff responsible for organizing and updating files.
You can take this tedious task out of the business process through data integration.
With sophisticated system solutions, you can transfer data from your field workers to your in-office teams, and vice versa in real-time. You can also provide everyone from your marketing staff to administrators to technicians, with vital information that will help them make decisions to enhance your services. Such a field service management strategy is helpful for field service companies.
For instance, you can take advantage of field service management software to delegate tasks to your technicians who will be alerted via their mobile devices. As they access the calendar, they can see every job detail, including the nature of the job, the name and address of the customer, and so on. You can also require them to update their invoices with any extra line items as soon as they reach the job site, complete the job, and bill the customer. The office staff, on the other hand, gets a notification as the customer pays. They also get access to the receipt.
For instance, field service technicians who work on construction projects need a tool so they can stay on top of their operations. This CompareCamp article provides a guide for businesses to monitor and coordinate materials, equipment, and processes, among others.
4. Utilize contract management
Managing contracts is one of the essential aspects of a field service operation. The absence of wide-ranging visibility into your contracts for every party involved might cause you and your clients to struggle in answering the questions below:
- When is the renewal of the contract?
- Are variables such as spare part costs included in the contract?
- Is there a service warranty for the client?
- What does the service level agreement (SLA) cover?
Make sure your field service management software comes with a decent contract management feature to avoid running the risk of not meeting your client’s success objectives. On-field technicians who are not informed might also end up giving out a service for free while your organization might face legal suits for non-compliance with security laws.
Should you invest in field service management software?
Field service management solutions can enhance customer service and streamline business operations with proper employee training and implementation of the right strategies. The key is to look for the best field service management software that contains all the features you need the most.