Field service managers spend enormous amounts of time designing and implementing routes for field teams which attempt to increase productivity and quality of service.
But, now, when customer service is acknowledged as the number one metric every field service organization needs to be concerned with, you must look to automation and dispatch software to ensure your customer’s expectations are met, the jobs are completed faster, and in one truck roll. Field Service Management solutions with Mobile Dispatch software can help you achieve those goals, improve efficiency and productivity of techs, and improve the customer experience.
With so many field service management options available today, though, what should you focus on in your selection process? Here are the top features that are essential to an effective field service management solution:
Work Order Management
The software should enable your organization to create and manage all work orders, in the cloud, so your techs know what to do, in what order and have all of the details in hand, including the job description, location, priority, job type, and job duration. You should also be able to see the job status so you can keep the customer informed.
The field service management software should enable your tech to captures parts used from their truck inventory, return parts to inventory or order additional parts from the supply chain. Predicting the right mix of parts for truck stock is critical to improving first time fix rates. But, perhaps just as importantly being able to secure additional parts quickly goes a long way towards a positive customer experience.
The best field service management software enables your dispatchers to automatically and intelligently assign work orders to techs, and send details through Mobile Dispatch Software, such that techs know when and where jobs are scheduled, and have the details in hand to complete them.
The field service management software should also enable managers to graphically view the entire schedule and drag-and-drop jobs when they need to be re-assigned– in real time – to other techs or to a different day and/or time.
The mobile dispatch software should support full mobilization of onsite process, even in a disconnected state, including job management, the schedule, inventory management, parts information, schematic diagrams, timesheets, signature capture, photographs, offline working capabilities, mapping, note-taking, estimates and payments, and customer surveys.
It’s critical to the customer experience for the onsite tech to be able to handle everything they need directly from onsite in the customer’s home or business.
As your business and field teams change over time, your field service management software must adapt and grow to support the changes, through configuration- not customization or development.
Unless your business can support the IT infrastructure needed to create and maintain a custom application, or do development on the same, the best field service management and dispatch software should provide the opportunity to turn functionality on or off, as needed, or to configure new functionality as business processes change.
Field service management software is really something you cannot overlook. It enables your team to more intelligently and automatically handle customer requests, schedule field technicians and support every process they need, onsite, from any connected mobile device, to take care of your customer, today. The best customer experience yields improved satisfaction, higher brand loyalty and repeat sales.