Any company, in any sector, has a number of common needs or objectives with respect to the services it offers: optimize efficiency, provide good customer service and save costs which are the basis of The 5 steps to a successful Field Service.
In some sectors, such as logistics and transport, there are also some particularities such as improving the safety of vehicles and drivers, the need to keep the load in good condition and reduce the environmental footprint as much as possible.
Today the way to manage any type of service has evolved a lot and in the market, we already find powerful tools that help us to have a successful field service.
These are the main steps for your company to perform a successful service:
Step 1. Use Field Service Management Software
This type of tool allows you to optimize and give a better service to your customers. It integrates, in the same platform aspects of the service that influence its outcome: information about the customer, required skill sets of the field staff, information about the planning and allocation of services, route optimization, monitoring of assigned tasks, etc.
These systems, which in the paper-driven world tended to be separate “silos” that did not speak directly to each other, can now be transparently connected on the same platform.
Using a powerful Field Service Management Software, someone in the office who is focused on programming service windows also has access to the availability of each technician, their skills, or their proximity to send the one closest to perform the concerted service. These tools help to reduce idle times or unnecessary travel thanks to the workforce scheduling feature or the advanced route optimization features they incorporate.
Step 2. Connect your service technicians’ company mobiles or tablets with the Field Service Management Software
The best Field Service Management Software is complemented by the mobile device of the field workforce. This facilitates on-site reporting of technicians and monitoring and management of the service in real time from anywhere, reducing time, which improves customer satisfaction and productivity of the company.
In addition, the connected Field Service Management Software makes it possible to take advantage of the potential of predictive maintenance, even detecting problems before the customer himself.
So, it is not the client who requests the service, but rather the company itself who anticipates and calls its client to say: “We have detected a problem and a technician has been sent to solve it”.
Cost savings in this area occur because most devices can be repaired remotely and, in most cases, without human intervention, meaning that technicians are sent only when necessary and, while customers experience an optimal experience.
As we can see, connected field service changes the very definition of service. Instead of being reactive, it is now proactive and predictive.
Step 3. Integrate the field service workforce into your business
Managing your business on a single platform is a real competitive advantage because it allows you access to quality information in real time (backed by the cloud) and gives you the ability to share it and use it for decision making.
In addition, having all the information on a single platform allows your technicians the ability to identify opportunities and request follow-up sales. It also ensures that they have a full 360-degree view of the status of what the customer has requested so that they have all the information when they arrive at the place where they have to perform the service.
Step 4. Leverages data to improve the service
The key to using big data is being able to make best decisions. Platforms such as Work&Track Mobile help to do this, as it provides real-time information of each of the services and can turn the offer of your service into something predictive.
If your company can predict when the service is needed, you can make a better inventory order, plan the work of technicians more effectively and even easily know which services have a higher or lower performance.
Automating your business processes allows you to be more effective and perform more services.
Step 5. Let the service itself be the engine of innovation for your business
The innovation of the products and services of each company comes from understanding how customers use the service your company is offering and get value from it, is known as, servitization, a concept that begins to spread in the business world. Having a 360-degree view of the needs and interactions of your customers through the traceability of your services allows you to have clues to know where to innovate.
Much of the growth of a business comes from asking the right questions and solving them. Field Service Management Software helps. Some of those questions are:
- Where is the service working well? Where not so well?
- Are we meeting our customers expectations?
- Should we change to a provider or one of our services? Should we improve to a more reliable system or offer a better guarantee?
- Should we redesign the service to increase margins?
- What features are being used? What aren’t? Is this an opportunity to redesign the service? Do we need to define more parameters to better understand how our customers use and get value from our service?
- Where are our competitors succeeding and failing? What can our technicians tell us about our service? What about our competitors?
Work&Track Mobile, the new way to manage Field Services
Work&Track Mobile is the perfect tool that helps to improve the quality of service and improve the efficiency of your business.
Save time. Provide an intuitive beneficial tool to your field workforce, forget manual processes and access all information quickly and easily from any device.
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