Determining the most effective way to manage a team of service technicians can be a rather complication task for any organisation, large or small. Thankfully, field service management software now exists to help account for the large number of variables involved. Prior to this software existing, everything had to be logged, monitored, and controlled manually, this required a lot of time and precision and was largely susceptible to human error. Field service management software was created to streamline the process and significantly decrease the potential for fault.
1. Eliminating the margin for error
For most organizations, the task of field service management was a system plagued by miscommunication, delays, and incorrect or incomplete information. Although electronic databases helped, the margin for human error was still extremely high. Now, as permanently connected mobile devices has become the standard, systems are able to communicate with each other more and more easily.
2. The next step
Software developers have taken advantage of this situation and created programs that offer technological solutions which assist in managing field service operations, relieving frustrated leaders of many of the inefficiently that were part in parcel of the traditional process. The result of these efforts is extremely sophisticated field service management technology, which automates the field operations of a team of service professionals through mobile systems.
3. Tracking all components
FSM management software essentially keeps track of all the moving parts of field operations. This includes inventory management, vehicle tracking, scheduling, customer portals, and more. In terms of the software-as-a-service sector, management of these components is usually controlled through a cloud-based portal that can be accessed from mobile devices, while field technicians are on the jobs.
4. Improving customer relationships
One of the biggest benefits that organizations enjoy as a result of adopting FMS technology is an improvement in customer relationships. FSM solutions aloe employees at all levels of a company to engage with their customers in innovative ways, and it changing what is possible in terms of the customer experience. Due to the fact that the systems are automated and integrated, any employees can access and deliver the same information to customers on demand. When delays or unexpected hiccups occur, status updates can be instantly transmitted to the customer with revised expectations and alerts. IF a technician is behind schedule due to another job running over or unexpected traffic, new ETAs can be communicated quickly thanks to vehicle GPS and other innovations.
5. Empowering employees to excel
With the power of FSM technology at their fingertips, field service workers are also better equipped to deliver fully on promised customer experience and expectation. They are empowered with full access to knowledge which will allow them to answer practically any question that might arise. It removed obstacles that prevent them from doing their job to the best of their ability, ensuring that both customer and employee are happy and feel good about the experience. Customers will no longer have to wait in a state of growing frustration while service workers call multiple parties to piece together data that isn’t usually mission critical for their duties, or send requests through several chains of command.
6. A growing market
It has been estimated that the FSM market will be valued at over $3.5 billion by 2019, and many of the biggest players in the technology industry have already made FSM development a key part of their strategies. As customer demands and the logistics of managing field teams continue to increase in complexity, it is clear that many business leaders are discovering the value that FSM software can bring to their organization as a whole, as well as its employees, shareholders, and customers.