In the service industry, customer satisfaction is of utmost importance. To achieve customer satisfaction, make your technicians reach customer’s locations on time. This may sound like an easy task to accomplish, but the same turns into a hectic job when you have to manage dozens or, let’s say, hundreds of service calls and as many technicians.
But you get lucky as your business is running in a digital age where you can easily find a solution to streamline field service management. Eliminate the manual process that involves paper forms, managing report & receipts book, and others, and get a field service management software to streamline your day-to-day operations.
Make your technicians show up at the customer’s door on time with all necessary equipment required to perform the tasks with these three effective ways mentioned below:
Implement connected systems that pull data from serviced devices
As modern technology sneaked in, it became a lot easier to transform the field industry for good. If you, too, want to become a part of this booming transformation, adopt the approach of connected devices. With washing machines, refrigerators, and every other appliance evolving into smart machines connected to the internet, the field service organizations can connect to these devices and move ahead of competitors who resist adopting modern practices.
The appliances turned into intelligent machines are communicating, and field service management companies can keep track of them 24×7. As per a report, by 2022, the demand for smart home automation products will increase up to 80 billion U.S. dollars, and to meet the demand, you must shift to the updated technology.
By implementing connected systems for pulling out data from serviced devices, you can identify the pre-failure conditions of the devices and deliver timely maintenance that improves the service experience.
Investment in real-time Asset and Inventory Management Software
As a field service manager, you never want your technicians to make frequent trips to the warehouse and waste time. Such scenarios can be avoided by investing in a powerful work order, inventory, and asset management software that updates you about the stock changes in real-time.
Using innovative technology to handle assets and inventory in place of a pen and paper will make it super easy for you to plan the purchase of parts required and monitor what parts are required most by the technicians.
The solution will also alert you when a part most needed by technicians is nearly out of stock. With such information on time, you can manage inventory well and provide your technicians the resources they need to deliver exceptional services.
Additionally, your team will be relieved that whatever parts they need are available to them, and they don’t have to make repeated visits to the warehouse.
Provide data updates on field service tech mobile devices
Connect your field service tech mobile device to smart home devices and also provide real-time inventory updates to them through an intuitive mobile app. This will help them get timely updates on the go, so they can remain agile and customer-focused.
With the right mobile app, technicians will able to access the following data in real-time:
- Notifications of new jobs and canceled jobs so that they can plan their schedule accordingly.
- Direct connection with customers whose jobs they are required to perform.
- Device diagnostics so they can timely know which devices reach their pre-failure conditions.
When the inventory management system and smart home devices are connected to your tech’s mobile devices, they will know which parts to carry to the service appointments. As a result, technicians will not be running back and forth to the warehouse to get what they need.
The benefits of investing in service management software:
Field service management software backed with effective scheduling will help in the following ways:
- Provide data on scheduled service calls in real-time.
- Allow customers and dispatchers to choose time slots for service through a customer service portal.
- Help technicians to be punctual.
- Plan all the requested service calls without manual support, along with taking into account the available resources, where each resource is located, and technicians’ skills to manage a service call, all of these at a moment’s notice.
- Seamless sharing of data between field service management software and the central computer systems helps managers plan things and deliver outstanding services to attain the highest level of customer satisfaction.
In the digital age, by embracing the new and advanced technologies, the field service management industry can add efficiency to its daily operations.
Implementing smart scheduling software will make it easier to track customer emergencies and cater to their requirements at the right time without compromising the daily tasks. You can maintain inventory without any hassle, and technicians can be spared from the trouble of moving back and forth for parts they need to resolve service issues.
In a nutshell, everything will be managed proactively to deliver quality service and a fantastic customer experience.