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Field Service Management Software: How Your Company Will Benefit

02/09/2014

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By Jonathan Young


You’ve probably heard a lot about field service management software (FSMS). Perhaps someone told you that it could benefit your business, and now you’re interested in learning more.


Let’s start with the basics of field service management software.
FSMS is designed to assist organizations that send technicians into the field, such as plumbing, electrician, and HVAC companies. FSMS systems have the ability to automate many tasks currently done on paper, such as scheduling and invoicing, plus they improve communication between the office and technicians with the use of work orders, bills, and more.
Common features include:

• scheduling
• invoicing
• inventory management
• service histories
• equipment management
• worker time management
• hours billable tracking
• job costing
• accounting (with QuickBooks)


Common but advanced features include:

• GPS optimization
• subcontractor management
• contract management
• customer equipment tracking
• warranty management
• customer portal
• job costing


So, now that you know what it is, the question is how will FSMS help:

Managers
Dispatchers and other managers will benefit from features like easy drag and drop scheduling and automatic invoicing. These features save time by making a task that is difficult to do on paper easy.

Moreover, managers don’t have to call technicians or wait for them to come in and collect work orders. And the automatic schedule reminders for workers give you peace of mind knowing your employees won’t miss another appointment.


Technicians
Technicians will benefit from a number of the features in FSMS. With a site’s service history at a tech’s fingertips, he can quickly learn helpful tips like what parts have caused trouble in the past and what he needs to look out for. The comprehensive inventory manager will ensure that he’s never stuck at a site without the part he needs.

In addition, he has less down time in his day because he never has to go back to the office to turn in invoices or pick up work orders. Finally, with a mobile solution (which is included in most software packages), a technician will be led to a job in the fastest way possible by the GPS system.


Customers
Customers benefit in four ways. First, they receive a call 30 minutes before the technician arrives to alert them that the tech is on his way. Secondly, the customer receives a detailed description of the technician’s work, including the pricing breakdown and what they fixed. Next, they can pay for the job right when it is finished. They don’t have to send anything to the office. Finally, with a customer portal, they can schedule appointments online at any time without having to call the office.

So, FSMS will make managing and scheduling work less difficult, help technicians provide more and better service, and improve customer experience. Now that you know what FSMS will do for you, the question is, do you need it?