SBS Field Service

Ten Expert Recommendations for Field Service Management

Field service management is a term that covers various industries. However, there are some best practices applicable to most companies in this field. Experts from Localz summarize these recommendations.

Here are the 10 best practices for managing field services. They can help your business thrive.

Track the Right KPIs (Key Performance Indicators)

You can’t optimize something you can’t measure. Quantitative assessment of the performance of your service teams is crucial. Two of the most important KPIs for teams are:

  • Percentage of successful first-time repairs
  • Average repair time

The first KPI checks whether you are assigning the right technicians to the right job and providing them with the right tools. Achieving high values improves customer satisfaction and reduces costs.

The second measures how long it takes to resolve issues. It gives insight into the effectiveness of the entire system – from the moment a problem arises to when it is resolved. If you notice a decline, you can delve deeper to pinpoint exactly where the problem lies across the entire service delivery chain.

Stock Parts in the Vehicle or Truck

Improve the above KPIs by tracking your truck inventory. Localz experts recommend using a central database. This way, you can predict which tasks will require which parts and send technicians equipped with them. Tracking parts also allows for optimizing stock replenishment when dispatching technicians. Ultimately, you’ll minimize the need for repeat visits, reducing costs and improving customer satisfaction.

Minimize the Entry of Technical Data

One of the biggest time losses for technicians is paperwork. Most of the information can be automated. Integrate customer data, job type, technician arrival and departure times, and the corresponding customer address. Then, process any data that can’t be automated in a digital, logical step-by-step form. This will increase efficiency and minimize errors.

Provide Real-Time Information to Technicians

Phone calls and text messages are not efficient communication methods for technicians in this field. Save them valuable time with a real-time work portal that gives them access to all the necessary information via phone or tablet. For example, a field service management mobile app can offer features such as:

  • Access to the latest version of their schedule
  • Access to customer location, service description, and warranties
  • Detailed pricing tools for quotes and invoices, as well as automatic calculation of the amount due for the completed work

Listen to Technicians

Your technician is an expert in their field. Seek their opinion and feedback. Use them to optimize your operations. You can even automate the collection of feedback on their work portal.

Provide Real-Time Information to Customers

Some customers already require real-time information about service visits without needing to contact a call center. Offer a portal that allows customers to access information such as the expected visit time, technician details, and instructions.

Offer Self-Service to Customers in the Portal

When you centralize this real-time data, customers can serve themselves. They can also use the portal to make changes such as canceling or rescheduling visits. This reduces the number of calls and cases of denied access to the site.

  • Allow Customers to Track the Technician’s Location
  • Enable customers to track the location of their technician on the map.
  • Allow Customers to Communicate with Technicians

Save your customers the hassle of waiting for a call center conversation just to provide basic information to the technician. Offer two-way communication so they can send a message to their technician with important information or real-time updates.

Collect (and Track) Customer Feedback

Collect feedback from customers after each service is completed. Use the customer portal to automatically trigger a survey once the technician leaves. This will reduce costs for follow-up calls. Focus on dissatisfied customers to improve their experience.

These 10 best practices for field service management will enhance your work and customer satisfaction. Now is the time to invest in such solutions.

SBS Field Service is specialized task management software that reduces costs and increases efficiency by optimizing and automating processes and activities. All actions are reflected in real-time with no data loss. Full process digitization ensures better control and faster invoicing. The effective engagement of employees, their locations, and the materials and services provided at service sites can be tracked in real-time. The built-in BI analytics are easy to use and help make quick and correct decisions. The software has a WEB version and an Android app. It can be integrated with the ERP.NET platform for complete process automation—from request creation to invoicing and payment.

Contact the Smart Business Soft team to learn more about how SBS Field Service can benefit your business.

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