Delivering superior field service management to customers isn’t an easy task and can leave many businesses overwhelmed with growing concerns from both their customers and from within their own organizations. Managing work tasks, keeping an eye on expenses, and trying to satisfy customers with speedy service and high first-time fix rates can make for a challenging day without the right tools to complete the job.
Executives are turning to field service management software solutions, and here are just some of the things they are saying about the field service industry.
92% of executives believe they need to adapt their service models in order to keep up with customers’ needs.
Customers are expecting more, and the old way of doing things with paper and pens, call center atmospheres and open time windows isn’t what a customer wants. Field service managers are having to adapt to a more on-demand style of service to keep their customers’ needs satisfied. That can be as simple as automating the process in which they call for service, such as scanning QR codes, emailing to a specific address to create a work order, or having a preventative maintenance contract setup that guarantees a service worker will be on-site on a specific timetable.
By taking a field service software approach to their organization, executives and managers can offer a higher standard of service that is as close to real-time as they can get, and give them mobile solutions and levels of automation that will make them more predictive to maintenance, as opposed to waiting for the customer to call with a problem.
52% of companies use manual methods to handle field service.
Some field technicians are still bringing pen and pencil to a mobile fight. As in, they are still jotting down comments and notes on paper-based work orders, as opposed to using a mobile field service app to enter information and submit work orders instantly. Customers are simply expecting a high quality of service and fast turnaround times in their invoices, and through paper and pen, those work orders need to be reviewed back at the head office, manually inputted into an accounting software and an invoice mailed out.
A field service management software, with mobility and financial integrations, would make the process near-instant, with field service technicians getting electronic signatures from the field, which can expedite the billing process, and cut down on the amount of review and manual input into a financial system. A field service software puts your customers first, speeding up the processing of their work orders, and changing how they get your technicians on site. It’s all about speed and quality service, and as technology continues to evolve, customers are expecting their field service organizations to evolve with it as well.