Here is a not-so-difficult dilemma – would you rather be paying your employees for hours spent providing prompt service to customers, or for time spent on tedious paperwork and manual record-keeping?
The answer is a no-brainer – the more clients that a company can cater to on a daily basis, the better a reputation it gets and the more it can flourish. Field Service Management helps companies with a mobile workforce achieve exactly that: higher productivity, more satisfied customers and less overtime for employees.
There are many reasons service organizations initiate a process to review, purchase and implement new field service management software. Regardless of the reasons that bring your service organization to that tipping point, there are several critically important ways to organize your buying process that can eliminate the unexpected and significantly increase your chances of success
Taking into account decades of field service experience, we’ve combined business software-buying best practices, software functionality and technology know-how into 7 Best Practices for Choosing a Field Service Software System, a practical guide to help you identify vendor differences and put you in control of the buying process
Field service organizations have reached an unprecedented transformative stage, as an array of advanced tools continue to storm the market helping businesses to transform the way that their field service organization operates. Last year saw the expansion of the Internet of Things and the widespread introduction of advanced analytics tools to tackle Big Data
These trends will continue into 2016 along with the need for greater integration. Furthermore, with technology development moving so quickly and companies continually having to modernize their solutions to keep up with the competition, 2016 will see an increase in businesses entrusting one provider to deliver all the functionality and modularity they require to manage their work, workers and assets out in the field.
The IoT has been on service businesses’ radar for a while, so the trend isn’t exactly new heading into 2016, but as more businesses invest in connected technology, we’ll see it become an established industry best practice. Gartner predicts that by 2020, 26-billion devices other than smartphones, tablets and computers to be connected via the Internet of Things. For field service organizations, connecting equipment with technicians’ mobile devices and the back office in real time is a necessity.
Information captured in the field provides diagnostics and performance metrics that mitigate certain issues as well as tracks patterns and trends for long-range planning. The goal is to ensure an intelligent and preventive—not reactive—approach.
The key steps required for successful mobilisation of your field team…
Mobility has proven that it’s not just a passing fad. Mobility offers many opportunities for enterprises to optimise business processes, empower employee productivity, enable real-time collaboration, improve customer experiences, and drive increased revenues.
To ensure that your mobile application initiative is successful, enterprises need a clear mobile strategy. Here are five essential requirements to ensure your mobile strategy is on the right track:
Productive service technicians are the key to both great customer service and an efficient, profitable field service operation
Field service technicians are the face of any service organization. They interact face-to-face with customers and provide them with the only lasting impression of the company. “It is the personal characteristics and capabilities of the field service workforce that determine the final experience” (Aberdeen Group, Field Service 2013: Workforce Management Guide). So, after hiring and training a team of talented and qualified technicians, it’s imperative to the success of your company that they are equipped with the tools required to perform their best in the field
In order to better prepare technicians, many companies are ..
Want to improve year-over-year revenue for your service organization? Start by setting up and managing to concrete KPIs.
Your first step to modernizing your business and transforming the service department from a cost center to a profit center is setting up specific and ambitious key performance indicators (KPIs) to guide your goals and decisions.
Here’s our vote for the 5 most important KPIs for service managers and how to manage to them:
Field service is embracing mobility. Applications are already replacing cumbersome paper processes, and organizations continue to migrate software, storage and services to the cloud, providing secure access to email, documents, photos and other important information at any time from any device, including smartphones.
One study from research firm IDC shows that the world’s mobile workforce will grow to 1.3 billion this year.
Security firm introduced digital patrol and field service solution based on Windows Phone 8.1 and Arantico Service Pro software to provide a more efficient service
Banks, retail stores, financial services companies, and thousands of other commercial and government organisations rely on Brinks to patrol and secure their premises, transport cash and valuables, and keep their most precious assets safe. In business since 1859, Brinks is synonymous with trustworthiness and today its 70,000 employees serve customers in more than 100 countries.
Despite its unmatched pedigree, Brinks has to compete fiercely for business, because the security services market has become crowded, commoditised, and price-driven. Noel Boyle, managing director of Brinks, knew his company had to do something to break free from the competitive pack. “There are hundreds of companies providing security services, which have become commoditised,” he says.
We all know that happy workers provide better service. In the service industry, there is an even greater drive to create a happy customer experience — and a field worker's unhappiness can easily turn into lost productivity and a damaging customer experience.
What if you could fix some of the things that your field workers hate? Here are five things that field workers hate, along with some simple, actionable suggestions on how to fix them using mobile solutions. After all, happy workers lead to greater productivity, better service and a better customer experience — and that's the bottom line.
• Status Reporting
• Time Sheets and Job Forms
• Unsuitable Lunch Breaks
• Too Many Little Routines btwn Jobs
• Travel Time
This survey looks at four key areas of field service software; scheduling, integration & interaction, reporting and looking forward. Already we are seeing some interesting trends appearing five of which we explore below…
In fact just under half (49%) of the companies that have responded to date are still using manual systems to manage the dispatch of their field service engineers. With the benefits of using some form of scheduling automation well documented this number is perhaps surprisingly large. However, when we look at the biggest concerns around implementing a new technology at least one reason is clear. Cost of implementation is the highest barrier for companies looking to develop their service management solution with 46% of companies citing this as a predominant concern when implementing ....
Increasingly, utility companies are recognizing the benefits of mobile adoption. They understand the gains offered by mobility as well as the need to stay current with technological innovations. The advantages of adoption include increased worker productivity, improved customer support and faster recovery after critical events, such as weather-related power restorations. It's also clear that a variety of mobile trends, such as Bring Your Own Device (BYOD) and HTML5, have provided other diverse business sectors (healthcare, manufacturing, heavy industry, etc.) with de-facto mobile capabilities.
As utility companies look to further empower their field technicians and gain a competitive edge, they face a dilemma: Should they undergo an expensive mobile upgrade that preserves and incorporates the old functionality of legacy systems? Or invest in a completely new, wide-ranging mobility solution employing the latest advancements, such as a scalable, HTML5 platform?
Understanding what benefits a modern field service management system can provide is vital if you are going to be able to secure the investment required from senior management to take improve the productivity of your field service operation. The following is compiled from extracts of that white paper
It has been stated often and by many well respected industry commentators that a modern field service management solution is an essential tool for field service companies to operate efficiently…
It is imperative that companies no longer view the costs of such a system as an expense but an investment that can yield both .......
Sourced from John Cameron, Trimble Field Service Management
Today, the ultimate goal of field service excellence is to respond quickly to customer needs, whatever they may be and it takes four criteria to meet this goal: Be on time, allow enough time to do the job, have the right skills and bring the right equipment
For the mobile technician, an increased importance has been put on their role to the overall success of the organisation, as they are quite often the only interaction a customer will have with the business. This has led to the search for new ways to empower technicians and equip them with the right tools that allow them to excel at their jobs, through improved communication, collaboration, data sharing and integration.
Companies that understand how to strategically leverage mobility solutions stand to drive efficiencies, improve customer service and benefit from a more profitable bottom line. Recent research from Aberdeen Group found that 82 per cent of field service organisations identified mobility as a strategic initiative for the service operation in the next 12 months, as a tool to empower the field with real-time intelligence to make decisions and resolve issues to better serve the customer. Companies that understand how to strategically leverage mobility solutions stand to drive efficiencies, improve customer service and benefit from a more profitable bottom line.
With field-based work becoming increasingly complex and time-sensitive, more and more businesses are .......
By Howard Latham
More and more in today’s work environment, employees do not need to stay at their desk to be effective at their job. The ability for individuals to work from anywhere and anytime is becoming increasingly important, no matter which sector your company competes.
But it’s no longer just about allowing employees to “bring your own device” (BYOD) and hoping they can do some of their work from a smartphone or a tablet. Companies need to implement mobile workforce management solutions to empower their employees, giving them the same user experience whether in the office or in the field and ensuring that information can integrate for seamless operations
To be sure you get the most out of your mobile workforce management solution, your company’s leaders must be unified with regard to the stated objectives for its use, define key metrics by which to measure success, and set companywide expectations prior to deployment....
• Improve Productivity
• Save Time and Minimize Errors
• Improve Back-Office Efficiency
• Dispatch Jobs in Real-Time
• Boost Customer Satisfaction
• Track Fees and Accurate Billing
A Guide to Going Mobile with Your Field Service Organization
That’s all well and good, you may say, but why should you care? Simple – if you’re yet to embrace mobile technology in your business, you’re putting it at great risk of being left behind. Field service businesses, especially, should be harnessing the power of mobile. It’s not something to put in the ‘one for the future’ pile – it’s something you need to be doing now.
To enforce this further, the Technology Services Industry Association (TSIA) recently published an infographic that revealed some mobility trends in field service. Some notable stats include the fact that 63% of companies using mobility tools have seen an increase in worker productivity and half have seen an increase in customer satisfaction rates. Mobility tools are also helping companies to reduce paperwork and travel times.
Adopting the latest mobile hardware and an accompanying mobile field service solution will allow you to bridge the gap between your field engineers and office-based staff. You’ll break down silos and facilitate collaborative working in your organization. The result? A happier, more productive workforce and, ultimately, improved business performance and a healthier bottom line.
A utility enterprise’s bottom line has everything to do with how their assets are managed. If the job lifecycle is weak, inconsistent and disorganized, the company is likely to limp along until it either fails or becomes more difficult to operate than it’s worth.
Now is the time to ask your self – Is my field service company set up for triumph or trepidation?
Asset management is an age-old challenge that every utility enterprise faces. At the forefront of the battle, many are depending on field service scheduling software to improve the job lifecycle flow and equip management with the tools necessary to succeed. If you’re still on the fence, here are 7 benefits that might tip your balance in the right direction.
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.
• inventory management
• service histories
• equipment management
• worker time management
• hours billable tracking
• job costing
• accounting (with QuickBooks)