Facilities management acts as the service system support for all organizations that it serves, providing services such as: Industrial cleaning Repair & maintenance Construction services Janitorial services and more. To ensure success, facilities management...
How Fieldpoint Helped Change the Landscape of Field Service Management
If you listen to your consumers, you’ll know what they want. This statement holds true for field service businesses. Customer service is all about decoding customers’ expectations and meeting or exceeding those expectations. A service benchmark is created or...
To achieve efficiency in field service operations, you need to embrace the uncertainties, and build systems to work around the ground realities. One such uncertainty is the lack of internet availability for your mobile field service app. Right now, you may think of it...
Dispatching is the most powerful link between your HVAC service team and your customers. The reason being, it is the dispatcher's goal to ensure the right technician reaches the customer as quickly as possible; achieving this goal will make your customer service...
We are about halfway through the year 2020, and each organization is moving towards their individual goals. There are distinct goals that the industry as a whole finds valuable, and businesses adopt these goals depending upon their growth structure and capabilities....
In a high-growth company, technology is the link to streamlining people and processes at every stage.Each department of the business adopts a 'best-in-breed' software to improve its day-to-day productivity. A CRM software to manage customers, an accounting system...
The FSM (Field Service Management) landscape is changing. Business leaders are evaluating their organizational strengths and weaknesses and searching for new and cost-effective ways to boost efficiency, maximize productivity, realize their cash flow, and reduce the margin of error. When we say end-to-end field service management, what do we really mean?
Many companies have first generation systems in place that give you basic field service dispatch and scheduling with limited mobility. Others use extensions of their ERP systems for better optimization of their field service activities, while there are still enterprises that rely on manual processes and spreadsheets which means a lot of paper management. In relying on ad hoc methods and outdated systems, enterprises will face challenges in meeting their end-to-end management goals. Service management solutions stay in silos rather than being shared across the enterprise through a fully integrated solution. Managing complex customer service contract requirements is a demanding task that is only made more complicated by manual processes.
A New Era in Field Service Management – True End-to-End Management
At Fieldpoint when we say end-to-end management, we mean that our system has the capability to manage the entire Field Service Management process, giving our customers the capability to automate their service management right from the time the service call is received to the time when the invoice is generated from your ERP system. It simplifies management of the complete Field Service lifecycle, including work orders, labor, parts, expenses, equipment, warranties, and contracts. Its robust planning and scheduling capabilities provides the ability to adapt to changes throughout the cycle.
Once a service call comes in, it is entered into the system either manually or through support, and then scheduled by creating an appointment – the goal here is to get the right resource, with the right skillset to the right place with the required parts in the least amount of time. Dispatch optimization allows technicians to attend to more service calls minimizing travel times and increasing profitability.
Fieldpoint’s solution is mobile, and we have a native mobile app through which the technician can enter the service call information in real-time. They can add any parts being used, associated costs, capture images associated with the call, and close off the work order with a digital signature from the customer. All this information is immediately synced with the back-end office. Increasingly, mobility is providing workforce optimization solutions and valuable tools to help them achieve their goals.
Integrations, Automated Cost Management, and Invoicing
Now we have all the information to generate an invoice to the customer, and the system expedites invoicing and customer billing. There are out of the box integrations with Microsoft GP and NetSuite as well as an open API so we can build integrations to other ERP and CRM systems. You can have a complete view into your financials, and data recorded within the software is immediately available. Actual labor, parts, and service costs can be recorded instantly. The system can tell you if an asset is under warranty or a service level agreement. You can see whether there are any pricing considerations, labor rates, contractual commitments, and discounts that apply to the invoicing. This takes the burden off the technician.
Project Job Costing and Management
We can’t ignore organizations that sell, install complex projects, as well as provide recurring professional services and repairs. Fieldpoint’s project management and job costing solution is perfect for these enterprises. Traditionally many enterprise solutions provide silo project and service modules that don’t speak to each other. Service teams that do break and fix work one day and project installations the next need service software that can schedule, track inventory, and invoice both operations at the same time.
How We Can Help Your Bottom Line
Customer satisfaction and retention becomes a reality as there is real-time information exchange between the back end and field.
With ERP integration and mobility, the technicians have a view into inventory and can access or order parts immediately. This reduces the service time and number of callbacks and saves money on maintenance contracts.
Eliminates the risk of double data entry and paperwork, improving communications
Overheads are reduced, cash flow is increased by faster billing that can be generated in seconds
Flexible recurring and repair billing options that can be generated in real time and referenced to a contract
Consistent SLA performance will increase the chances of winning contract renewals. Scalability helps expand field service offerings into new regions and markets.