Correctly chosen and implemented field service management software can minimize service delivery issues while increasing customer satisfaction. Incomplete and often inaccurate information, resource scheduling, and technician competence are issues that plague many organizations. There are many software offerings, which makes evaluating them tricky. To help you get started, here are ten factors to consider when choosing your field service management software.
Service delivery to customers in the field requires that any software used should be accessible from the field. Having a cloud-hosted software solution enhances availability and increases reliability.
It is essential that the software chosen can be used on mobile devices through native or responsive web applications. This significantly improves communication and provides vital real-time data on progress in the field.
3. Resource allocation
Effective field service delivery requires optimization on several levels. Of particular importance is matching your technicians to jobs such that skills are correctly matched with service issues. By increasing first-time issue resolution, this improves customer satisfaction and reduces the cost of service delivery.
4. Dynamic scheduling
Capability to respond dynamically to issues is a must for field service delivery software. The system should be able to effectively balance complaints arising versus critical issues to enable the best possible use of available resources. Correct routing also reduces the distance covered for a series of service requests significantly reducing costs.
Smartphones have increased the availability of location data, which organizations engaged in field service delivery should take advantage of. For instance, technicians typically log arrival at customer location and time spent on site for billing and other purposes. The capture of this information can be automated using GPS, ensuring accuracy.
6. Support paperless billing
Paperless billing is better for the environment, reduces costs and administrative overheads while reducing the time taken by clients to pay.
7. Support for third-party services
On occasion, most field service organizations will have to outsource services to a third-party. Even then, companies need to keep track of the progress. Similarly, the contractors need access to information on the issues and resources available.
8. Ticket management
If all analytics for service delivery had to be narrowed, it would come down to Time To Resolution (TTR). Ticket management is all about TTR or the time taken from the raising of an issue to resolution.
9. Inventory management
Being able to track what is where and what was used where is essential for cost control and billing. Data arising from inventory usage can be used to cut costs using the just in time inventory management feature.
10. Analysis and reports
Data is the basis for informed management decisions. Field service management software should have a robust and extensible suite of data analysis functions that allow reports on the key metrics. This is particularly important since first looks are often deceiving in the service delivery industry.