Customers today have high expectations regarding transparency and visibility into services, which includes field service appointments. Field service organizations recognize these rising customer expectations are most likely the result of digital transformation and the ubiquity of technology – and are trying to figure out how to meet these expectations. In short, field service organizations can improve service with field tech tracking software to engage with customers at high-value touchpoints.
In this post, we’ll take a look at the benefits of field tech tracking software for customers, field technicians, and field service organizations while also examining a few considerations for deploying the ideal field service tech tracking software.
What is Field Technician Tracking Software?
Field technician tracking software is simply defined as software that allows the customer (as well as the technicians and field service business) to track a field technician’s real-time location. The software can be deployed as a self-service customer portal or a field service mobile app that will show the technician’s location on a real-time map.
Other components may include automated communication that sends updates on the location-based information; for example, how far the field technician is from the customer location if there were any traffic delays, cancellations, etc.
What Challenges Does Field Technician Tracking Software Solve?
Before diving into the benefits of the software, it’s important to examine some of the challenges field service organizations face and how field tech tracking software helps businesses overcome these obstacles.
Field service businesses will often require field technicians to call or text customers to disclose their estimated arrival time. Meanwhile, as mentioned, customers have high expectations (and often demand immediate visibility) on when service will commence. Where is the field tech now? When will the field tech arrive at my location? Are there any delays? etc.
Deploying field tech tracking software eliminates the need for field techs to call/text the customer with updates on their arrival. As an example, the tech could be still engaged on another worksite and must stop to communicate directly with the customer, or the field tech could be driving and may have to stop the vehicle to safely respond. It’s important to note that this is not about disengaging the communication line between customer and field tech; in fact, field tech tracking software augments and automates visibility and communication.
Furthermore, with the rise of blended workforces, field service organizations may face the challenge of increasing visibility, communication, and control over field service technicians who may not be full-time with the organization. We’ll examine this challenge and the correlating benefits later, but it’s important to recognize this as an evolving need that the modern field service organization must address.
Top 3 Benefits of Field Engineer Tracking Software
Let’s take a closer look at the top benefits of field technician tracking software for customers, field techs, and field service organizations.
Customer benefits include:
Field tech benefits include:
- Visibility – Customers want to know when the field tech will be arriving to make all the proper preparation. This need has increased due to pandemic concerns.
- Control – Field tech tracking software provides customers autonomy and control over their schedules.
- Improved customer experience – Empowering the customer with knowledge of where the field tech is, timing and other details reassure them that the field service organization values their time and business.
Field service organization benefits include:
- Increased transparency and communication.
- Improved efficiency and safety – Field techs don’t need to constantly call customers with an ETA. This is especially important while they are driving.
- Real-time insights – Field techs, through the tracking software, can get real-time information on where the property is located, optimal route, property entry, service history, and customer data. This removes the need for the tech to communicate back and forth between the customer or field service organization.
- Automation over manual multi-tasking – Field service techs are busy and need to concentrate on the tasks at hand. Automating processes frees up the field tech to focus without distractions.
- Increased mean time to service – Mean time to service is one of the top three metrics in the field service industry, measuring the ability of a field service organization to have service technicians arrive at a customer appointment on time. This also measures the ability of businesses to schedule field service jobs quickly and efficiently.
- Improved visibility and communication for blended workforces – Many field service businesses deploy blended workforces so these non-full-time technicians exist primarily outside the standard business organization. Field tracking software augments engagement with this blended workforce and helps standardize processes (i.e. tracking location and communication).
- Increased technician productivity – As discussed, automated updates and status on field tech location help field techs focus on the job at hand and safely (and expediently) arriving at the customer location.
- Reduced failed appointments – Customers are busy and failed field service appointments can negatively impact a field service business’ brand. Field tech tracking software improves accountability.
What Field Service Technician Tracking Software is Ideal for me?
While there are various marketplace vendors, field service organizations need to take a moment to properly evaluate the technology solutions. Not all field technician tracking software is equal.
Top Considerations When Evaluating Software Solutions Include:
Integrated solution – Select a field tech tracking software that is integrated with a field service management solution. This reduces the need to try to hobble disparate solutions that may not integrate well and in doing so, create unnecessary complexity.
Easy deployment, easy adoption – Field tech tracking software needs to be powerful but simple to deploy, adapt, and maintain. If the software is too difficult to use (for customers, field techs, and businesses), the solution is likely not to be used. Then, unfortunately, it’s a wasted investment of time and money. Select a software solution that is intuitive for all the end-users.
Scale and adapt – The economic landscape, as well as the customer landscape, is rapidly evolving so you want to be sure the solution you select will evolve in accord. Consider solution providers who have the experience and expertise of working with field service businesses like yours and are dedicated to ongoing innovation.
Built for a blended workforce – As mentioned, the customer landscape is changing but so is your field tech workforce. Select a field tech tracking software that can be easily and securely deployed with your growing blended workforce.
Investing in Field Tech Tracking Software
Field tracking software benefits the customer, field technicians, and field service organizations. However, not all technology solutions are built the same, nor can handle the growing blended workforce. It’s important to partner with a field tracking software provider with the experience and experience of working with companies like yours – and, ultimately, can better position you to grow and adapt to the changing needs.
Get more insights on Why Third-Party Workforces are No Longer an Option.