The State of the Field: Improving Field Service Management

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How Mobile Field Service Solutions are Improving Productivity, Decreasing Costs and Increasing Effectiveness

Does your company service its products for your customers? If so, how do you keep track of service requests, service histories, and job schedules? If you are like most of the companies who service their products, you probably do the best you can with the limited tools you have available. Add-on modules to your ERP solution and separate field service solutions can certainly provide you with your basic field service management needs, but are they delivering the best possible solution for your business?

Field service operations, as a whole, is one of the most untapped markets in terms of technology and automation. Historically, field service technology has been limited, and companies have had to implement many workarounds just to keep track of service requests and histories. Due to the lack of quality field service solutions available, many companies have simply chosen to rely on paper-based processes in the field. The inefficiencies involved in maintaining paper records, however, are high, and companies are spending more time than necessary entering information into ERP systems.

Mobile technology, however, is changing field service operations as we know it. Unlike in many business areas and divisions, the field service industry has been using mobile devices (particularly phones) for a long time. For years, field service technicians have used cell phones to communicate with customers, obtain route directions, and correspond with office staff. Using mobile technology in day-to-day activities is not new to field service technicians. Using it to track service requests, access customer histories and view inventory levels back in the warehouse, however, is an entirely new phenomenon.

Using Mobile Technology to Improve Service

In order to serve customers well, field service technicians need to have access to important customer histories and business information. Mobile field service applications provide field service technicians with the ability to access pertinent information directly from the company’s ERP system via the Cloud. Work orders and invoices can be filled out electronically, customer information can be updated, jobs can be tracked, and schedules can be changed – all from a single mobile device.

Take a look at the many ways field service technicians can benefit from mobile field service solutions:

  • Increased productivity
  • Improved accuracy
  • Enhanced efficiency
  • Reduced operating expenses
  • Fewer customer complaints
  • Streamlined communication and information updates
  • Time savings both in the field and the office
  • Improved profitability
  • More satisfied customers

Determining Your Need for a Mobile Field Service Solution

As you can see, mobile field service solutions can improve your productivity, increase your efficiency, boost your customer satisfaction, and help you maintain more accurate ERP records. While all of these benefits are great for your business, we understand that investing in a new solution may not be what you need right at this moment. In order to determine your need for a mobile field service solution, ask yourself the following questions:

  • How much time are my field service technicians spending preparing invoices and filling out work orders?
  • How much time – both in and out of the office – is being spent on data entry?
  • Are service parts inventory records accurate? Are inaccuracies causing problems out in the field?
  • What happens in the office when handwritten work orders or invoices are not legible?
  • How often do customers call about billing disputes?
  • How long does it typically take to solve questions?
  • Can workers easily change dispatch schedules and job priorities during the day?
  • How do our customers rate our service?

These questions can tell you a lot about your current field service operation and your software’s capabilities. If your service is suffering to due lack of automation and efficiency, it’s time you investing in a mobile field service solution.

Contact us today to learn more and stay tuned to our blog for an important announcement regarding our expansion into the field service industry.