Digital Transformation in the Field Service Management World



Last updated Jan 3, 2020 at 2:21PM | Published on Feb 7, 2018 | Blog

When field service enterprises choose a field service management software, it’s a digital transformation that offers plenty more than just going paperless or adding the ability to use a smartphone in the field. It’s a true digital approach to field service operations, and every department, manager, and technician is going to be affected by the change.

A change to a digital platform and field service software solution can be a drastic change for enterprises that are used to doing things their own way. Your organization can still do things the way you want to in your software, however, those need to come through customizations and alterations to your workflow and system, and not just because members of your field service team don’t want to accept a switch to a digital platform.

You can’t just look digital when adding a field service management software to your field service organization, but rather you have to be digital. You must fully embrace the technology you have purchased, recognizing how it will revolutionize your service delivery, help you grow new streams of revenue, and cut expenses from the bottom line.

field service management software

It all starts from the top, as management needs to communicate to their entire field service team about how the process will work moving forward. They must ensure that everyone is on board and ready to cooperate with the direction in which the industry is going. Going digital means less communication between dispatchers and technicians in the field, while also empowering technicians with mobile field service apps that come loaded with features to improve their working environment and increase the speed at which they finish repairs and close out work orders.

Some technicians could be intimidated by mobility and the digital approach in which the organization is heading.  The company culture must foster the promotion of new innovations in technology. You need to want to improve the lives of their workers and train them on how to operate their field service software. This will make the transition easier, and your organization will be fully digital in short-time.

If you’re going to move to a digital approach with a field service management software, proper planning will ensure a successful implementation. Customizations are limitless. You can still do things the way you are used to doing them, as long as you communicate with your consultant to have them build an integration or customization that will benefit the entire field service software. Talk to your technicians, dispatchers, and service managers to learn about their individual needs and where they think adding a digital field service software will add improvements.

With proper communication, planning, and trust in your field service management software, the possibilities are wide open to improve your field service delivery, change your corporate culture to one that embraces innovation, and make your way towards a completely digital field service operation. This will ensure you’re a truly digital enterprise, as opposed to just looking like one.