The workplace as we know it is rapidly changing, and it is imperative that you adopt the right technology to help streamline your business and boost productivity. Investing in Field Service Management software should be a no-brainer. However, trying to decide which field service management software works best with your company takes a lot more thought.
A field service management software should take into consideration consumers, technicians and operations. The goal is a faster and smarter service. So how do you define that?
Here are three major factors that you should consider before buying a field service software:
The Mobile Capabilities
What is the point of adding technology to your field service communications team if a mobile option is not feasible? By providing smart mobile service, technicians are able to get real-time access to job details such as service requests, invoicing details and warranty details. Not to mention, this will streamline communication between upper management, technicians and customers.
Look for mobile services that use in-field triage and schedule adjustments based on domain knowledge, availability of parts, and proximity. Allowing technicians this sort of transparency can improve your first-time fix rate and create an opportunity for return customers.
Although the internet is powerful, it isn’t perfect. Management must consider the chances that the technicians performing the job may lose internet connectivity while in the field for a plethora of reasons. A capable work order management software needs to be accessible, even without the internet to ensure that work orders and fill updates can still be completed.
A customer portal is a digital self-service solution that brings choice and visibility to your customers. In the modern business market, a customer portal is no longer a special feature, it is a staple for any customer-centric solution. For instance, in the United States, 88% of customers expect brands to have an online self-service customer portal.
There are many benefits to having a customer portal, including reducing costs, increasing visibility, expediting cash flow, improving customer communication and enhancing customer experience and retention.
Having access to a customer portal has also been shown to increase revenues as well as overall customer satisfaction. By allowing customers to communicate directly with field service managers, problems can be resolved more easily due to direct communication. Especially during the COVID-19 pandemic, customers are going to want to feel like they are prepared and in control for any maintenance that is to take place within their homes.
Blended Dispatching Capabilities
This investment should make dispatching services easier. As the field service industry has grown more technologically advanced, it has also adapted to the rise of the gig economy. Currently, 27% of all service technicians are third-party contractors. This year, it is expected that 40% of field service work will be performed by third-party technicians.
If you have a blended workforce, you are going to need to find a company with third-party dispatch software that can cater to your company's needs. Dispatch software can automatically assign jobs to employed, third-party, or simultaneously to a blended workforce. A service like this can allow for more flexibility around delivery and improve profit margins.
Not to mention, suites like ServicePower can streamline on boarding and make the process of hiring and training new technicians faster and easier. This translates to more technicians in the field getting the job done.
A new field service software should make your life easier and give you a better return on investment. By combining blended dispatching capabilities, giving access to a customer portal and enabling better mobile capabilities, companies can see an increase in ROI. According to this study done by Gartner, ServicePower had the highest scores of any vendor in the Magic Quadrant for the time it takes to achieve an ROI.
Predictive Maintenance Capabilities
In an era of instant gratification, being there to solve the customer’s problem before they even know it’s a problem is top-notch service. Field service IoT Solutions provide high-quality predictive maintenance that can fix appliances before an issue even arises.
Connected device data can identify pre-failure conditions and predictive maintenance. Not only will this satisfy your customers, but it gives managers plenty of time to schedule a technician for the repair if one is needed on-site.
The way we live and work has been completely transformed. And this evolution of the home and office has major implications for the field technicians that service appliances, as well as the organizations connecting techs to customers. So it is best to get ahead of the IoT revolution.
If you want to even consider being a major player in the field service industry, then on boarding a field service software with IoT solutions is imperative for your future success.
As the field service industry continues to grow, you want to make sure that your business is growing with it. Choosing the right field service management software influences both long-term and short-term results of your field service business. Take these factors into consideration when shopping around. With these factors in mind, you are better enabled to understand the capabilities of the software that will transform your business.