‹ back to overview
Enhancing Field Engineer’s Service Experience with Smart Integrations

Enhancing Field Engineer’s Service Experience with Smart Integrations

Dispatching technicians and helping them communicate effectively with each other are two problems many field service organizations face. If a field service tech is late to arrive at a job, it not only prolongs the amount of downtime a client experiences, but could also have a ripple effect for the other service calls on the schedule that day. 

Similarly, when technicians can’t easily communicate with one another, there’s a bigger chance that first-time fix rates will plummet. Fellow technicians are a new technician’s best hope in successfully completing a difficult service call that another technician has worked on before.

Thankfully, there are apps and products that have been developed to conquer these problems. Many of these apps can integrate with your mobile field service application, and in fact, enhance the productivity and efficiency of your technicians.

Integrate Your Field Service App With Google Maps 

Having problems getting to service calls on time? Coresystems’ “Drive me there!” functionality was designed to help. It will not only give you the fastest route to your service call, but also notify you of the best time to depart (based on traffic to the destination address). It will also give you an overview of how long it will take to get from your current location to that specific service call. Our application is integrated with Google Maps and calculates in travel time and distance in real-time.

How It Works

Using “Drive me there!” allows you to monitor traffic conditions and avoid jams. Furthermore, it’s possible to see how much time it would take for you to reach any assigned service call, thus allowing techs to better plan their work schedule. Another great thing about “Drive me there!” is that there are real-time notifications of traffic changes. If there is a traffic jam and arrival time will take longer, the tech is notified in advance of an optimal journey start time in order to reach the service call on time. All in all, “Drive me there!” provides increased customer satisfaction and less time in traffic.

Integrate Your Field Service App With Slack 

When a technician is new to the company or unfamiliar with a piece of equipment, that tech may need help from another technician who has more experience or has already worked with that equipment. A manager may wonder:

  • What can we do to help our new tech?

  • We need a tool for letting techs communicate, but what can we use?

  • And how can we make it easier for technicians to receive relevant information?

Slack integrates with our application in order for techs to share and receive all relevant information from each other and from the cloud.

How It Works

Let’s take a scenario in which a technician named Andrew is new to the company. He’s only been there for two weeks and is assigned a service call to fix a printer. He goes to see the client using “Drive me there!” He arrives and gets to work, but soon realizes that even though he’s completed quite a few fixes, the printer still isn’t functioning.

Andrew knows he needs help from one of his colleagues. On the assignment page, he presses the “Help me out!” button and a message is sent via Slack to technicians who’ve worked on similar cases. The message contains all the relevant assignment details and the equipment history.

Daniel, a more experienced technician, sees the message and remembers that he too had done some repairs on the equipment Andrew is working on, and he had the same issue Andrew is facing. Daniel recalls what he did to fix the problem, and sends Andrew a message with the service app integrating Slack. Once Andrew receives the message, he’s able to fix the printer and the client is happy about the quick service.

Before social media, techs had to use the phone to get help from other colleagues in the field. They had to explain the problem and it could take a long time to find the right technician who could help.

With today's easy communication and routing tools combined with field service management software, technicians can be more productive and get help instantly.


hidden image