5 Field Service Challenges You Can Easily Conquer
Field service management is maturing and getting more sophisticated all the time – but there are still some major challenges that field service businesses aren’t addressing. By conquering these challenges, you can get ahead of the competition. Read on to learn more!
Turning field services challenges into field service wins (with field service management software)
By Ross Cheeseright | Marketing Manager | 12-FEB-2021 | Zuper, Field Services Management Sofware.
With the pace of modern technology, it’s easy to get left behind – but it also means that there are lots of opportunities to improve your business and get ahead of your competition.
Some of the top challenges that Field Services businesses have faced can now be conquered thanks to field service management software. This emerging cloud software is giving businesses an amazing leg up and helping them to get ahead of their competition who do not make use of this software.
In this article, we’re going to explore five of the top challenges that we’re facing in field services and show you how you can turn them into a strength!
1. Providing a Satisfying Customer Experience
In today’s world – even when you’re ordering a cheeseburger from your favourite burger joint – you’re able to see how far along it is in being made. You’re able to see an ETA of when it’s going to be delivered and you’re able to see who’s going to deliver it — you’re even able to see where the delivery guy is when he’s on his way to drop it off.
People have become used to this ‘uberised’ experience – and you can leverage this functionality for your business. It’s not just about the bells and whistles. It’s about providing that two-way engagement, keeping the customer updated with accurate ETAs and allowing your technicians to get feedback on their service.
With Zuper, for instance – you can use real time location services to give smart ETA updates to your customers when a technician is on the way. No more hanging around, no more calling in for updates – maximum customer satisfaction.
2. Poor Scheduling (and schedule conflicts)
In field services, managing schedules is a major challenge. There is so much to take into account. The availability of the client, the availability of the operator, the availability of equipment, the duration of the job or the distance to the nearest operator. When you start trying to factor everything in, it’s easy to see why it can be a nightmare to run an efficient schedule.
There are few things more frustrating for businesses or customers than scheduling conflicts. Having to identify the conflict, shuffle resources around — or even worse, call the client to reschedule their appointment. When it comes to field services, scheduling conflicts are unacceptable.
Online calendars can only do so much. If you want to gain a competitive edge, then it’s time to jump onto field services management software.
Modern field service management software will allow you to easily manage scheduling with drag-and-drop scheduling, customisable schedule views, recurring jobs, real-time alerts and notifications and because it’s in the cloud – teams can access the schedule from anywhere (including on mobile devices.)
By dipping into this technology, then your field service scheduling pains will go away and be replaced by satisfied customers!
3. Work Order Management Headaches
Work order management is one of those things that can have a ripple effect across the business. Having bad workflows, complex processes or time-consuming process mean that you can be bogged down with long work order lifecycles and increased field service costs.
Depending on the work your business does, there can be a lot of ‘moving parts’ that need to be considered. But don’t worry, thanks to this new field services management technology, this can also be turned into an advantage.
To conquer this – modern tools give you lots of functionality – For instance, Zuper understands that everyone’s work order management and scheduling process are different. So they provide a drag-and-drop builder that allows you to easily configure work order processes in literally minutes – complete with personalised terminology and statuses.
Zuper also comes with easy checklists that you can add to work orders – allowing you to easily add things like checkboxes, bar-code scan, pictures and dropdowns.
By having a smart work order management tool in place you’ll be able to ensure that all work orders have everything they need and don’t get bogged down allowing you to schedule faster and send the right person to the right job at the right time.
4. Route Planning and Dispatching Pains
In field services – we’re not just talking about making sure that we have the client’s address – we’re not just looking for the first available technician. We need to send the right person to the right place with the right skills and the right tools to the right place at the right time.
If this sounds like a lot to juggle – then you’re not alone. We really need to make sure that when the field technician arrives, they’re going to be able to get to work and delight the customer.
Thankfully field service management software has this covered, too. With modern intelligent dispatching tools, you can give full visibility and transparency of the jobs, resources and location to dispatchers. Good software will also make use of Artificial intelligence so that manual efforts are reduced those people best suited to the job are the ones being dispatched.
Being able to allocate the right workforce to the job is important and with field services management software you’ll be able to efficiently manage skills, certifications and mobile workforce performance all from a central hub.
5. Real-time Communications with HQ
It doesn’t matter if it’s the mothership or HQ – your field agents need to be able to check in, communicate, keep updated and be fully informed about jobs. A delay in information sharing between the field force and the back office can lead to increased response times, delays and unsatisfied customers.
One of the key things about field service management is keeping on top of those logistics and keeping the lines of communication open.
If your services are being managed through phone calls and dropping in to get updates between jobs, then it’s time for you to start shifting to a cloud-based platform that will allow much of this to be managed in a central remote system.
It will also be vitally important that this system can be accessed by your field teams through their mobile devices. An app-like experience will mean that they can quickly and easily get the information they need without stopping for a meeting!
By using live-messaging and having access to instant push-notifications, your field services team will always have their finger on the pulse keeping them efficient and agile compared to your competition.
Any of this sounding familiar?
If you think that any of this resonates with you, then you’ll be pleased to know that the solutions mentioned above are all nicely bundled up in the cutting-edge field service management platform, Zuper.
Why not read our blog for some free insights or get in touch with us if you have questions.