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How to Use Field Service Automation to Collaborate Better

How to Use Field Service Automation to Collaborate Better

During a Track & Field relay race, runners have to pass batons to their teammates mid-run. Teammates should be running at full speed while passing, and the next runner should not have to slow down or look back to take the baton. The baton pass is so important and crucial to the success of a relay team that whole practice sessions are devoted to this one act. If a relay runner drops the baton or misses the pass it will not only slow the team down, the team will lose the race.

Now imagine that in the field service industry, you’re the trainer, and your company’s technicians are the relay team in the race. Don’t you want to win? Well then imagine that automated field service software is a top of the line baton. It’s the item that’s essential to not only being a true competitor in the race, but the easier, faster, and smoother your team can pass the baton to each other, the more likely you are to beat the competition.

Field Service Automation Lets Multiple Technicians Work Simultaneously

If you’re a company that does big projects, you may have a cross-functional team of 40 members who will take up to a month to complete a project. That’s what Alstom, a company that builds power plants around the world, has to contend with. There’s no way that this company could use a field service software that’s still figuring itself out and not robust enough to manage a team that has to navigate six different product lines. Their software had to be mobile, reliable, and flexible.

You Can Level Up Your Technicians

In a relay race, a trainer makes the relay team’s anchor (the person who runs the final leg of the race to the finish line) the fastest and most experienced runner on the team. Although the best relay teams have four strong runners, you don’t start the race with the strongest runner because this is the runner who will be able to close any gaps that may occur during the race, and ultimately help the team win.

With field service automation, your business can essentially „level up“ technicians. Instead of wasting time and resources, start out small and first send out lower-level, less-skilled techs who can complete initial checklists on a machine to determine what needs to be serviced. Once that is complete, the „anchors“ – highly skilled and experienced specialists who complete tasks at a higher level - can be dispatched in succession knowing exactly what to do.

Complete Reports As You Go

When multiple team members work on a large projects they need to be informed of what’s been done so they aren’t repeating or missing tasks. Using field service software, technicians can complete reports every time they service a machine, so that the technicians who come after them will know the history of what’s been done, and what is still left to be completed.

For example, Daniel Reichert a Service Technician at coffee machine manufacturer Cald’oro says, „Since I have the mobile solution from Coresystems, a lot has changed. I can see at a glance what the field service technician did during his last visit, what work was done on the machine, and where the problem was. It’s just faster. You can see right away what part was changed during the last service. When it was damaged and at what time, this allows me to narrow down the errors in no time.“

Connect Back Office and Technicians

Creating a good relay team starts with the trainer’s vision and ability to see and know the strengths and skill levels of the runners on his or her team.

Field service automation allows dispatchers to see technicians skillsets and availabilities, in addition to being able to assign those technicians service calls. The back office can ensure that technicians who have the correct skills are assigned to the appropriate jobs. Dispatchers can also view which technicians are on what calls, so they are not overbooked. With field service automation, the right technician will be on the right job.


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