Are you a field service provider that has yet to make the transition to automated field services? You’re not alone! 84% of companies have shied away from adopting automation processes.[i] They have cited a host of reasons for not transitioning to field service management.
However, now it’s time to debunk the top 5 myths about field service management (FSM).
#1: If my company makes the switch to FSM, we will have to completely overhaul our current hardware infrastructure.
FALSE: Thanks to field service managements reliance on mobile devices, most of your field service technicians already have the equipment they need to start implementing a successful FSM strategy. This not only makes a bring your own device (BYOD) strategy a simple approach, but also the an effective way to integrate technology that is familiar to service technicians. By syncing their devices with company resources and knowledge, you can turn their Smartphones into your infrastructure. In addition, field service management software has an open API. That means you can easily connect your company’s CRM and ERP tools to include a comprehensive overview of your customer data and company processes. This is the easiest and most efficient way to track all your key performance indicators (KPIs)!
#2: Switching to FSM will mean a restructuring of our entire IT Infrastructure.
FALSE: Thanks to the Software as a Service (SaaS) model, you simply pay a subscription fee for access to the software. That means that none of your IT infrastructure is affected at all. There is no need for extra storage capacity, external servers for added data, or any other hidden necessities (plus costs!) that you incur when licensing software. You don’t even need a working Internet connection as you can access all the information you need offline.
#3: FSM is an expensive investment that we cannot afford.
FALSE: On the contrary, the only thing you cannot afford when it comes to field service management is ignoring it. The costs for FSM are completely transparent. In fact, 68% of what you have to pay each month is the set, transparent subscription fee, which grants you access to the software. Compare this to the 9% of visible costs when licensing software. The other 32% of costs cover training and configuration expenses. Compare that to the 91% of hidden costs for software licensing. On top of training and customization fees, you have to shell out money for hardware, IT personnel and maintenance. In addition, software licensing comes with a number of incalculable ongoing costs like installing patches, upgrading the software and any other dependent software, maintaining the hardware, network, security and database… At the end of the day, it’s not entirely clear how much you will be paying.
#4: FSM is a completely new and foreign concept. That means a lot of time and money invested in training and educating my employees and field service technicians.
FALSE: Field service management software and apps are intuitive and easy to learn. The design of FSM is generally based on familiar app layouts using design languages like Google’s Material Design. The interface will appear familiar to anyone who is familiar with standard apps – so, anyone with a Smartphone! With just a few clicks or swipes, service technicians can access schedules, service routes, and directions. In addition, service technicians have easy access to essential customer information well before they arrive on site. Should the technicians be lacking any critical knowledge to get the job done, a press of a button will provide manuals, video tutorials and even access to specialists. This ensures that field service calls are successful and accomplished in just one visit.
For those reasons, the best-in-class companies who have switched to automation and are employing field service management have reported a 19% higher customer satisfaction rate, a 7% increase in annual revenue and a 13% reduction in field service costs.[ii]
#5: We are doing fine with the systems we have in place. We don’t need FSM.
FALSE: Today’s customer has very different service expectations thanks to technological advances that have made everything faster and more effective. They want their issues solved immediately. That means having speedy and easy access to appointments and receiving real-time responses to their questions and requests. This kind of speed is only available through automation. In fact, automation yields 29% more productivity. In addition, field service management makes it much easier to create and manage a crowd service. With the Crowd Service technology you can scale your workforce. Having a crowd of readily accessible field service technicians made up of your own field service technicians, subcontractors technicians and freelancers ensures that field service appointments are easy to schedule. This gives customers the kind of flexibility and control that they have grown to expect.
As you can see, you have nothing to lose and everything to gain by embracing automated field service management. And the resulting increases in revenue, productivity and customer satisfaction are nice bonuses on top of all the associated benefits. Be part of the 16% of business already profiting from FSM. And make your company one of the trailblazers when it comes to automated field services.
Do you want to learn more about field service management? Read our free White Paper:
[i] Aberdeen: Evolution Of The Service Hero: Deliver Value Customers Demand, June 2016, Aly Pinder Jr.
[ii] Aberdeen: Evolution Of The Service Hero: Deliver Value Customers Demand, June 2016, Aly Pinder Jr.