igitalisation is a fast-moving process that forces companies to constantly implement new technology. Rollout and training cost organisations time; but in the end, these efforts facilitate processes and workflows that become competitive advantages. Seeking new process and transparency technology is an essential, ongoing project for any company. One of the most in-demand technologies is a mobile connection between field operatives through a field service management app. How is a field service management app used, what goals can be achieved, and what are the hallmarks of a 'winning' rollout?
To survive in an increasingly competitive environment, companies need to embrace technology now. Although the thought of switching to mobile technology may be daunting for some, the transition should never be as difficult as first imagined.
For a start, by equipping all relevant instances with a mobile device and an integrated app, better communication between dispatchers, service managers and technicians. Depending on your company's specific needs, mobile field service management apps have proven to be versatile members of your team. There are currently countless apps to choose from, many of which optimise a specific function of your business, such as communication scheduling, appointment scheduling and even invoicing. Here, we show what’s possible with a field service management app and give 5 reasons to use such technology.
CUSTOMER INFORMATION ALWAYS AVAILABLE
Instead of time- and space-consuming filing cabinets and endless paperwork, field service management apps create smart, transparent and digital document management and facilitate the collection of customer information directly on site. This ensures considerable efficiency for your technicians through permanent access to all data relevant to the job and customer, thus improving customer satisfaction. After all, repeated visits to customers are often a result of incorrect material handling - the service technician simply does not have the necessary tools or spare parts - or insufficient information and inadequate preparation for the appointment. With digital order data, real-time material handling and, for example, signature capture, your competitors save valuable working time as well as a lot of paper.
MAKING ACCOUNTING MORE EFFICIENT
Worked hour logs, work orders, material handling and equipment usage. A service technician has to transmit all kinds of information to the back office in the course of a working day. Between the accounting department and the field service employee, this is a time-consuming and error-prone job that can cause frustration and inefficiency. With an intelligent field service management app, companies create transparency and efficiency, because all relevant data can be entered directly via the app or are even recorded automatically and pass the relevant information directly to the back office. In this way, you maintain a transparent and real-time overview of order situations, working hours, overtime and holidays, and ensure consistent, punctual and accurate payrolls.
AGILE REACTIONS WITH REAL-TIME DATA
It is far more efficient for service managers to make decisions based on real-time data than to make assumptions or use outdated information. With a field service management app, you can access data such as technician utilisation, service speed and even technician location via GPS. This allows you to respond immediately to emergencies or outages and always have the right technician on the right job at the right time.
DIRECT CUSTOMER FEEDBACK
Your service technicians usually have the first and direct contact with your customers. Your compeitors take advantage of this. Try to understand your customers' wishes, permanently optimise your service and promote your service technicians. With a field service management app, you can prepare targeted questions that collect detailed feedback from your customer. Your field service employee is guided through all questions in the app and can enter the customer's feedback directly. Or you can ask your customers to give feedback online after the completed job and save the relevant evaluations in the job data. Technicians know at the next appointment what to look out for, what they can do better or what they should keep doing well. In this way, short surveys and customer feedback quickly turn into business intelligence.
KEEP EVERYONE CONNECTED
A field service mobile app keeps your entire team, from dispatchers to service managers to technicians, connected throughout the day. With field service management apps, you can communicate with each other constantly and make last-minute adjustments directly. Direct the most appropriate technician to a specific job. An emergency comes in? Direct the technician with the shortest route or the right skillset directly to the job and redistribute their orders. Inform your customers early about delays or rescheduling and increase customer satisfaction. Increase the productivity of your employees with transparent information and a daily digital companion that guides them through all process steps, avoids errors and takes work off their hands.