More and more field service providers are realizing how essential it is to get on board the digital transformation bandwagon. In an era of rapid transition, it is essential that processes are streamlined and efficient. This is no longer possible with the tools of yore. That is why the best-in-class are turning to field service management software to upgrade the way they do business.
Here are eight reasons for making the switch to a field service management software:
1. More efficient processes
Thanks to the streamlining of numerous processes including scheduling, tracking, and reporting made possible with field service management software, field service technicians can optimize their time. This means they are able to service more customers in the same amount of time and offer real-time service. In fact, the Aberdeen Group report, Evolution Of The Field Service Business: Optimizing The Field Service Chain (July, 2015) reported a 48% service margin for best-in-class companies who shifted their focus to service optimization.
2. Paper free
The transition to a completely digital system is not only a plus for environmentally conscious companies looking to save paper and avoid waste. It in fact offers the potential to save time and money. For example, the time lost transcribing, and often deciphering, hand-written field service technician reports, or processing and waiting for payment of invoices would be saved with a completely digital system. According to the Greener Refill 2015 report, in addition, companies with 200 field service workers or more stand to save hundreds of thousands of dollars a year on traditional paper correspondence costs: $75,000 for paper, $100,000 for postage, and $120 for labor necessary to sort incorrectly filed documents.
3. Increased flexibility
Switching to field service management software makes it possible to implement a Crowd Service solution – a pool of a company’s own service technicians, field service experts from partners, and freelancers. This provides added flexibility for both the employees, who can decide which field service appointments they accept based on their availability and expertise. It also provides more flexibility for customers who suddenly have access to a much larger number of available appointments.
4. More mobility for field service technicians
Field service management software helps service technicians stay connected both online and offline. They have constant access to information about customers and their devices and device histories on their mobile devices. This improves first-time fix rates and minimizes errors. Service technicians are also constantly connected to process management software that provides checklists, remote assistance using virtual reality and augmented reality, and improved communication with service provider offices.
5. Intelligent scheduling
Field service management systems allow for the use of artificial intelligence scheduling. That means that available appointments are offered taking into consideration a service technician’s availability, location and expertise. On top of that, field service management software shows the optimal routes between appointments. All of these measures save both time and monetary resources.
6. Complete overview
Thanks to a combination of artificial intelligence and centralized information and knowledge, it is easier for companies and service technicians to track valuable KPIs like customer service, offer real-time repairs, and provide predictive maintenance. By quickly detecting any issues that need to be addressed, companies can immediately take measures to avoid disruptions to service and breakdowns. Aberdeen group says, that in fact, the best-in-class are 59% more likely to rely on early warning process, which alert them to important processes they should urgently carry out, like reordering necessary parts.
7. Increased customer focus
Automated processes make it possible to involve the customer in the entire field service experience: from making appointments, to providing feedback, to tracking the status of field services. Seeing as 93% of customers want to know the estimated time of arrival of their service technicians this feature has the potential to starkly affect the customer satisfaction KPI. This is probably why 45% of best-in-class companies have turned to self-service customer portals.
8. State-of-the-art image
A field service company that relies on paper and pencil to service high-end technical devices is hardly convincing. In fact, it might make customers skeptical about a company’s ability to provide the kind of cutting-edge solutions they need to thrive and succeed during the rapidly shifting digital transformation.
Before long all service providers will be forced to digitize their business processes. By starting now with field service operations, providers have the potential to jumpstart their position on the market and convince their customers that they are ahead of the times.
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