The field service industry is highly competitive in many ways. It is very important to retain customers, to utilize resources correctly, and to maintain a strong connection between mobile workers and the center.
Although many leading businesses leverage a field service management tool to run their field operations more efficiently, %52 of the industry still manages their processes manually. This means that mobile workers spend the valuable time they should use to perform their primary duties on data entry.
Companies that manage manually often think that their secure, conventional system is sufficient, but those that look to the future devote their time to improving areas by automating process management. While they increase their profitability, the difference in competition is widening.
Fortunately, it's never too late to change. Fortune Insight data revealed that they expect a %13.9 CAGR in the field service management industry until 2028. Such a transformation can only be achieved with a large-scale digitization.
Read on if you want to learn how to benefit from field service software, be a part of the transformation, and take your place among the pioneers.
What is a field service management solution?
In general, field service management solutions refer to software developed for companies to improve work efficiency outside their offices. It simplifies and facilitates the entire process, from creating the work order to performance tracking after finalizing. Check out our blog, What is Field Service Management Software, for more detailed information.
Why is a field service management solution essential?
We can briefly explain the importance of the field service management solution through two examples. First, let's consider how a multi-site business maintains and repairs its equipment.
Using a field service management solution, you perform work order planning and assignment on the platform rather than spreadsheets, so field technicians are immediately aware of assigned tasks or changes. You do not need any mail or phone traffic.
This allows the technician to easily see where to go, the location of the asset within the facility, and maintenance history. As they complete tasks, the system records the time it took, what parts they used, and any notes they made. With this tool, you can monitor important performance indicators like the ratio of repeat visits, work completed on the first visit, time spent on the road, and average work completion time.
Performance indicators allow you to measure not only the employee but also asset productivity. It is possible to track MTTF (mean time to failure) of the equipment that is replaced (filters, light bulbs, etc.) or track key indicators such as MTTR (mean time to repair) and failure rate of your critical assets that could cost you significant losses during the downtime.
Or let's say you are a field sales team leader.
The teams' work scheduling and assignment process will be similar to the maintenance example. Field sales teams can improve customer service by accessing customer information on the go instead of getting lost in files.
On the panel, indicators such as the daily sales amount, the closing rate of their sales visits, and cross- and upselling skills are transparently displayed. Thus, you gain insights into how you can increase the motivation of teams.
The field service management solution transforms the three fundamental phases of both examples. The first of these is to facilitate service planning and strengthen field-central communication. During the second stage, the field worker is equipped with the necessary tools, making the service traceable and reducing its duration. After the work is completed and reports are submitted, the data is updated in the system and used in the company's development.
What are the advantages of using a field service management solution?
More Effective Field Management
Adopting field service management software allows companies to use their resources more efficiently and supports teams to work more effectively.
Paper waste is reduced when reports and documents are sent through the platform, and fuel expenditures are reduced when field workers' routes are optimized. These benefits are noteworthy not only for the company but also for a sustainable world.
With paperless field service management, tasks can be assigned and executed faster, and more tasks can be accomplished in less time.
Increasing the Accuracy of Data
By storing documents manually, they are lost easily and it is difficult to locate them when they are needed. Critical decisions affecting a company's future require an accurate view of the data.
When you digitize your field service management, you will receive periodic emails containing field activity reports. This ensures that nothing flies under your radar.
Rapid Action Skill
Having instant access to field tasks and regular reports allows you to address minor disruptions before they become major ones. Also, it speeds up your recognition of opportunities.
You can make tasks such as wind turbine or lamppost maintenance safer for field workers by creating automated actions and responding to risks as they arise.
Rising Customer Satisfaction
Automating the processes with the field service management solution will minimize the delays and inadequacies.
Field workers' instant access to necessary customer information supports them in better understanding and meeting ever-changing expectations.
Reducing the Employee Turnover Rate
Employees may initially be hesitant to use a field service solution due to transparency, but this feature is just as valuable to managers as it is to employees.
Most talented employees change jobs due to managers failing to recognize and appreciate their achievements. Employees whose achievements are noticed tend to make long-term plans in their organization instead of changing jobs.
Performance will be higher when the turnover rate decreases since most of the employees will be experienced. When fewer new employees join the system, the resources you spend on their training also decrease.
Who should use Field service management software?
For many, the first thing that comes to mind when it comes to field service is the installation of the internet in houses. However, field service professionals do much more than that.
An average of 75% to 80% of actively employed people work in non-desktop jobs. Sales, inspection, installation, distribution, and maintenance services are among the top users of field service management solutions in this large group, but other sectors are also discovering its value as the time passes. For example, field service management software significantly increases efficiency and streamlines daily operations in the construction, energy, education, manufacturing, and medical industries.
As a result, if you assign your employees outside the company, you should use a field service management solution to reduce costs and improve employee performance.
Field services often involve complex processes that require different departments to work together. Every organization has its own management methods, workflows, and needs.
The transition to a new platform may be challenging if you manage operations using multiple methods.
Let our experts show you how to improve your business with field service software, discover the must-have features of the software you will adopt, and get a more realistic sense of the solution.