The Best Mobile Field Service Management Software For 2021

The COVID-19 pandemic has disrupted the global economy in more ways than we can imagine. But thanks to technological advancements and innovative touchless solutions, industries are beginning to recover and adapt to the new normal.

2020 has taught us that digital and remote field service management is the future. However, you need the right tools to be effective – that’s why it’s essential to have intelligent cloud-based software that streamlines your processes, automates routine tasks, and empowers your workers.

Read on to discover how FieldConnect’s mobile field service management software can improve your operations in 2021. 

Maintain Strict Safety Compliance With Artificial Intelligence And Machine Learning 

Complying with workplace safety and social distancing guidelines is essential for operating in a post-pandemic society. With smart management software, you can service customers while ensuring safety standards are being met at all times. 

By 2021, field service is expected to shift towards AI programming and remote diagnostic tools. Intelligent field service management software has the ability to detect, diagnose, and resolve technical issues early on, even when technicians are unavailable. 

Predictive maintenance will be the key to reducing on-site visits, decreasing repair frequency, and improving the efficiency of regular maintenance checks. Techs will be alerted in advance of any potential technical errors, making it easier to prioritize job orders and address issues before they become a problem. This allows technicians to take on more urgent tasks and minimizes the risk of exposure.

Automate Analytics With A Centralized Cloud-Based System

Gathering data from multiple sources is a tedious task, especially when they have to be compiled and analyzed for essential business reports. Moreover, manual data entry is prone to human error. Automating analytics can also help managers and technicians work smarter and more efficiently. 

With a cloud-based platform, the software can detect data input from multiple sources in real-time – ensuring that all of your information is accurate and easily accessible no matter when you need it. 

Mobile field service management tools can also automatically create reports based on the data, highlighting potential opportunities for increased growth, productivity, and profit. This allows business owners to develop better, data-driven strategies.

Additionally, modernizing your data entry and analytics frees up company resources and manpower. These can instead be funneled into more urgent, customer-centered matters. 

Digitize Dispatch Scheduling, Inventory Management, And Accounting

Many companies overload responsibilities onto on-site workers. Between verifying customer information, receiving payables, and performing hands-on procedures, technicians can become easily overwhelmed. When technicians are preoccupied with too many unnecessary tasks, they could make mistakes and fail to meet customer expectations. 

To avoid overworking technicians, it’s important to provide tools that feature mobility, automation, and connectivity on-the-go. Your team of technicians can benefit from a field service management software that automatically handles dispatch scheduling, inventory management, and accounting on their behalf. By using end-to-end field management software to take care of repetitive tasks, technicians can focus on providing professional, quality service to your customers. 

Create A Virtual Platform For Remote Assistance

When you’re working with a remote workforce, you need to ensure that technicians can work smart without sacrificing the quality of their service. 

With the help of mobile devices and cloud-based networks, technicians can request for remote assistance or access vital instructions for each job. They can even contact nearby available technicians to assist with particularly challenging tasks. As a result, technicians in the field are better able to meet company standards and deliver consistent customer service. 

Remote assistance also allows technicians to help customers fix simple technical issues without having to visit their homes – decreasing customer response time and increasing customer satisfaction.

Field Connect | Create A Touchless Future With Today’s Technology

Although manual solutions have worked for the past few decades, old tools and processes are no longer effective in the new normal. Companies have to adapt to the demands of a touchless society if they want to provide quality service, satisfy customers, and ensure the safety of workers and clients.

A professional contactless customer experience will drive success, especially in today’s post-pandemic landscape. By combining mobility, cloud-based software, device tracking, remote assistance, and digital processing, you can operate according to safety guidelines while delivering real, consistent results in 2021 and beyond.

Going touchless is less intimidating with the right tools and software. If you want to be a leader in the field service industry, FieldConnect has you covered. Request a demo today, and experience our end-to-end management features for yourself!

Transition To Touchless Operations With Modern Field Service Technologies

Many field service companies are now operating with a skeletal workforce because of COVID-19. Between reduced manpower and major safety concerns, on-site appointments are no longer the best method of servicing customers. 

To rise to the challenges of the “new normal”, industries are now transitioning into contact-free operating models. Cloud-based management software like FieldConnect allows field service operations to communicate with customers, manage processes remotely, and process job orders in real time – without face-to-face interaction. 

By taking advantage of automation, artificial intelligence, and mobility, technicians can provide customers with excellent service even with strict post-COVID safety protocols in place. In this article, we’ll discuss the five keys to adapting to a touchless society and how FieldConnect can help you succeed with our end-to-end field management software.

Adhere To Social Distancing With Assistance From Mobile Devices

Field service technicians who have to travel for on-location inspections are the most vulnerable to virus-related risks. This is especially true if they have to handle payments on top of installations and repairs. Transitioning into digital means help you comply with social distancing and safety protocols, protecting your technicians as they perform their daily tasks.

Go Paperless With Digital Processing

Exchanging physical documents increases the risk of spreading the virus. By going paperless, not only are you saving on costs and office waste, but you’ll also be reducing the chances of infection between workers and customers. Going paperless also enhances productivity by minimizing the time it takes to organize, compile, and access data. 

Integrate Automated Digital Reporting And Analytics

Digital scheduling, accounting, and inventory management are becoming the new norm because of pandemic protocols. By minimizing physical paperwork, transactions, and equipment handling, all operations can remain contactless and risk-free. 

A streamlined platform that combines your appointments, inventory, finances, and tasks can support both technicians and managers in their day-to-day responsibilities. Moreover, digitized accounting allows for real-time billing and processing no matter where you are. 

Establish Remote Customer And Technician Support

Through remote self-service tools, customers and technicians can get the support they need to solve problems on their own. This is achieved through strong customer communication channels and a centralized cloud-based field management system.

With online chat and video call capabilities, technicians can assess the urgency of each customer’s concerns before going for an on-site inspection. If it can be troubleshot remotely, then techs can save time (and money) by guiding customers over the phone.

Technicians will also have no issue collaborating on jobs that require extra manpower, thanks to mobile device tracking and a centralized field management dashboard. Workers can call nearby available techs when the job calls for it.

Lastly, remote assistance gives step-by-step instructions and other resources to in-field staff. Technicians don’t have to wait for back-office staff to respond to support requests, allowing them to focus on completing their tasks and building trust with customers. This means less idle time and higher job completion rates.

Operate In Compliance With Workplace Safety Regulations

It’s a challenge to remain contactless and follow pandemic regulations if your technicians are required to be physically present for most jobs. Providing safer channels for professional interactions can help you minimize risky in-person contact while still delivering consistent results.

With remote systems integrated into the workflow, your technicians can complete jobs from a safe distance. While not all tasks can be completed remotely, this will at least reduce on-site work as well as the risk of virus exposure. 

Smart monitoring software can help you monitor workplace safety compliance and ensure that no regulations are breached. This allows you to operate at full capacity without compromising worker health and well-being. 

FieldConnect: Go Touchless With Our All-In-One Field Management Software

The COVID-19 pandemic has transformed how field service organizations interact with business partners, workers, and customers. Remote servicing is now on the rise, allowing for safer, more efficient, and more productive operations amidst the global crisis.

If you want to adapt to an increasingly touchless society, then integrating artificial intelligence, device tracking, and automation into your workflows is essential – you need a solution that offers all these and more while working with your existing field service software.

FieldConnect is an end-to-end field management software that assists technicians, managers, and business owners with touchless day-to-day operations. If you’re ready to improve your on-field processes, reduce the risk of virus exposure, and serve more customers, request a FieldConnect demo today!

Manage Your Mobile Workforce With Cloud-Based Technology

According to a recent global study, businesses that use digital management tools experienced a 67% increase in their overall productivity. They also observed a 43% increase in revenue growth, proving that mobile flexibility is the key to better customer service, performance, and profits.

If you want to deliver consistent results, build customer trust, and improve employee retention, managing your workforce remotely is a must. In this article, we’ll discuss the benefits of remote field service management and how you can use it to thrive during the pandemic and beyond.

Organize Schedules And Assign Tasks From Mobile Devices

Most field service workers use their own devices to keep track of schedules and accomplish job orders. But without an integrated and connected network, it can be difficult to monitor each dispatched technician and maximize your workforce’s productivity. If your team lacks organization, technicians risk booking duplicate timeslots, delaying dispatches, and losing track of their daily responsibilities.

An interconnected mobile system leaves less room for error. With an organized overview of schedules, you can make the most out of your workforce and deliver better customer experiences. Staff will also have instant access to job information at any given moment. 

With 24/7 mobility and connectivity, technicians don’t have to coordinate with back-office staff to verify customer information in the middle of a job. They can simply open up their app to check schedules, cancellations, special requests, and other important instructions.

Automate Billing And Payments With Intelligent Accounting Tool

Accounting is made simpler with intelligent billing and payment processing tools. Instead of manual data entry and physical bookkeeping, cloud-based systems record everything in a digital format, which allows for near-instant updates on invoices and sales. This also makes it easier for your accounting department to keep track of payments, follow up for unpaid invoices, and organize your important financial records.

Additionally, reducing paper usage in the office also makes checks and balances easier. With all the information visible through a single dashboard, every member of the team can keep track of job orders, billing statements, payments, and accomplished tasks. Managers will have no problem singling out discrepancies when they have a comprehensive overview of all the relevant accounting information.

Measure Technician Productivity With Daily Analytics And Device Tracking

Before you can improve technician productivity, you must have a way to measure and monitor how well your technicians are doing their job. This gives you insights into common delays, problems, and lapses in the company workflow.

With the help of automated analytics and device tracking, you can monitor the performance and productivity of each technician. This includes timestamps of when each job is assigned, in progress, or accomplished per technician. Each movement is recorded in a centralized database and displayed through easy-to-understand numbers and graphs. 

The dashboard gives you all the information you need to create and implement more effective customer service strategies. With everything available at a glance, managers can compare company metrics with the collected data. This helps you identify quick wins as well as the best opportunities for improvement. Based on these insights, you can simplify processes, adjust workflows, or add new protocols to ensure more cohesive, seamless operations.

Streamline Processes And Sync Data With A Centralized System

According to a survey, more than 90% of field service professionals claim that timely access to relevant data is essential for successful and efficient operations. However, only 34% of companies feel confident in their ability to enable wireless access on-the-go. 

It’s essential to give technicians the tools they need to diagnose and fix technical problems on their own, especially with time-sensitive jobs. Whether they’re working on repairs, maintenance, or installations, having mobile access to information helps technicians accomplish assignments quickly and up to standard. This also improves technicians’ successful first-time fix rate, which leads to increased customer satisfaction and retention.

FieldConnect: Manage Your Mobile Workforce Wherever You Go

Remote work is rapidly becoming a necessity among field service organizations worldwide, especially amidst the global pandemic. With the help of field service technology, you can manage your business from any mobile device while improving and monitoring processes. 

Our software handles everything from technician schedules and dispatches to automated accounting, reports, and analytics. FieldConnect has the power to sync all aspects of your business into one cohesive system – managing your mobile workforce is as easy as accessing your dashboard, whether you’re on the road or at home.

If you’re ready to future-proof your field service operations, FieldConnect is the all-in-one solution you’ve been looking for. Get in touch with us and request a demo today!

How To Avoid The Most Common Mistakes Made By Field Service Operations

Field service organizations require clear, consistent, and cohesive coordination to function properly, especially since most jobs are time-sensitive. Unfortunately, manual management systems leave plenty of room for human error and delays – leading to unsatisfied customers and reduced client loyalty.

According to a report, 52% of field service respondents consider customer satisfaction as the most important area for improvement. Providing excellent customer service guarantees long-lasting business relationships built on trust and loyalty.

To help you conquer the daily struggles of on-demand field service, this brief guide will cover the most common mistakes field service companies make, how you can overcome them, and the role that field management software solutions play in satisfying your customers.

Mismanaged Dispatch And Assignment Schedules

Knowing your technicians’ availabilities is essential for efficient operations. Without proper tools and organization, you could accidentally double-book field service operatives, duplicate assignments, and make it difficult for your technicians to do their job satisfactorily. In turn, this affects the overall performance of your company and its reputation among customers.

A field service management software can help you organize timelines, set appointments, dispatch teams, and assign tasks to the right technicians. It also provides you with a complete overview of your daily jobs, so you can easily complete and monitor bookings.

Lapses In Real-Time Communication

Communication is the key to every field service organization’s success. When communication channels are reliable and easy to use, technicians can report on-site problems easily, get in touch with other agents, and contact customers directly.

Using mobile-driven solutions, workers can quickly update customers and Inform them of unexpected delays. This helps in building trust and improving customer relationships. Another great feature is device tracking, which provides management with the locations of each technician based on device usage – allowing your dispatches to be monitored from start to finish..

Manual Billing and Invoices

Manual accounting makes it difficult to keep track of billing statements, leading to accounting or bookkeeping discrepancies. With automated invoicing, you can offer your customers convenient options when it matters most. You’ll even have a daily report of your income to track growth and predict sales trends.

Since everything is online and automated, technicians no longer need to handle manual paperwork. This minimizes face-to-face interactions and reduces exposure to contaminants – which is essential in a post-pandemic world.

No Built-In Device Tracking for Dispatched Technicians

Technicians spend lots of valuable time on the road for on-site visits and inspections, so it’s important to find the most cost-efficient way of getting to a customer. Device Tracking integration and virtual mapping give technicians the best routes to cut down on travel time. This helps in reducing expenditure on gas and vehicle maintenance which, for a field service organization, can lead to major cost savings. By transitioning to a digital system with Device tracking capabilities, you can cut down on expenses without compromising on the quality and speed of your services.

Disconnected and Scattered Workflow

Gathering information from different sources can be tedious and time-consuming. A digital workflow can streamline your workflow, help your technicians process job orders, and allow you to monitor their status every step of the way.

Integrating field management software centralizes customer and company data to give you visual insights into your team’s efficiency. By measuring how productive your workers are, you can implement strategies to develop their skills and give them the support they need to do their job well.

Lack of Customer Data Analytics

Manual systems make it difficult to streamline information, which means that it’s easy to miss strategic opportunities for growth and profitability. With an integrated end-to-end system, you can measure customer satisfaction and company performance to make intelligent, data-driven decisions.

Security and Privacy Threats

Protecting your customers’ sensitive information is paramount, but traditional printed documents and paperwork may compromise your customer’s right to privacy. If you upgrade to a secure cloud-based system, you can prevent data theft and fraud with end-to-end encryption.

Risks of Face-To-Face Contact

Running a successful field service company in the time of COVID-19 involves taking steps towards touchless transactions. Paperless processes, digital communications, and remote support minimize the risk of coronavirus exposure or transmission. Using cloud-based services also helps you comply with local safety guidelines, keeping workers and customers protected.

FieldConnect: An All-In-One Solution for Your Field Service Needs

The pandemic continues to test each field service organization’s ability to adapt. But with modern cloud-based solutions, you can manage your company with minimal effort.

FieldConnect eliminates the common challenges faced by many field service companies in their daily operations. Our integrated, cloud-based software gives you the power to handle all aspects of the business from any device or computer. Request a demo today, and experience the difference yourself!

Running a Field Service Operation from a Mobile Device

More than 62% of field service organizations are using mobile phones to support their technicians and customers with a BYOD (bring your own device) approach to business. Transitioning from traditional offline management systems to an interconnected cloud-based network with limitless mobility increases your capabilities. This results in maximized productivity, accuracy, and safety. 

Plus, leading FSOs are discovering that they no longer need a fully-staffed office to run a field service business, especially when everyone has 24/7 access to a mobile phone. This has never been more apparent than now, with the coronavirus pandemic demonstrating that you can handle your operations and meet your customers’ needs while also complying with recent health and safety guidelines on social distancing.

Mobile devices are creating new avenues for growth and efficiency as the economy recovers from the effects of COVID-19. There’s no better time than now to prioritize mobility. Not only will it help you save on operational expenses, but it will also improve the consistency and reliability of your service – leading to better customer experience and higher satisfaction. 

If you’re ready to go mobile, read on to learn more about running a field service operation from a mobile device.

Elevate Customer And User Experience With Paperless Digital Tools

Digital communication channels are crucial for providing real-time virtual assistance. Technicians will also have the capacity to troubleshoot and chat with customers via video chat or other diagnostic apps. 

Additionally, workers will have the ability to quickly submit reports and request live support from the headquarters or other nearby co-technicians. With seamless integration, collaboration empowers technicians working on large-scale industrial projects.

Schedule Dispatches And Monitor Technicians Using Live Device Tracking

Connecting on-field agents via mobile phones helps everyone communicate and coordinate with each other seamlessly. This means technicians can access the support they need to meet the time-sensitive demands of on-site work.

With a mobile-driven system, you can also monitor the efficiency of your team and prepare schedules ahead of time based on the provided data. It’s easy to check the availability of technicians on a mobile dashboard (which shows up-to-date information about each service operative’s workload) and assign tasks accordingly.

By adding live device tracking to the equation, you free your technicians from the responsibility of updating your customers. Managers will have access to the tech’s real-time location as well as accurate estimations of departures and arrivals. 

Mobile tech also gives technicians the best possible routes, helping them make on-site visits and reach customers at a faster rate. This means less waiting time for your customers and better service from every angle.

Keep Track Of Daily Operations With Automated Reports And Analytics

Handheld devices make it easy to feed live information into a cloud-based system. Since your dashboard acts as a hub for all your business data, you can monitor expenses and earnings with daily reports, or view opportunities for growth and improvement at a glance. As you gain new insights about your business, you can create process improvements, operational strategies, and better opportunities for customer retention.

Use Cloud-Based Technologies To Manage Inventory And Client Information

Unlike manual systems, cloud-based software allows you to view field service history, records, and notes for each client or project in one workspace. Technicians become more self-sufficient as they can get accurate mobile info on clients and available inventory on their own, without having to coordinate with office staff.

Mobile devices are also perfect for providing company-wide access to documents, guidelines, and operational processes to help techs perform their tasks up to standard. This allows you to provide high-quality service on-demand, with little waiting time for clients.

FieldConnect: Mobile Operations Made Easy

Mobile management systems are revolutionizing every industry, but it’s especially transformative for those that provide on-site services for customers. Almost half of all leading field service organizations believe that the full implementation of IoT and mobile-first strategies contribute to an increase in customer retention by 41%. 

Going mobile gives technicians and business owners the power to manage operations anytime, anywhere. With the right systems integrated into a workforce’s handheld devices, field organizations can provide consistent results and maximize efficiency. 

Whether you need dispatch scheduling, automated accounting, inventory management, or customer assistance, FieldConnect has you covered. We integrate all your departments into a cloud-based system that supports end-to-end processes and management. 

If you’re ready for personalized business and integration solutions, it’s time to give FieldConnect a try. Request a demo today, and start expanding your field service success with the latest innovative solutions!

Essential Features For Improving Field Service Organizations During A Pandemic

Businesses recovering from the economic impacts of COVID-19 can benefit greatly from an end-to-end field management software. As the pandemic continues, more and more companies are upgrading to cloud-based field management software to enhance productivity and customer experience without compromising safety.

In today’s climate, embracing forward-thinking technology can mean the difference between being competitive or getting left behind. So, how can you stay ahead of the curve?

If you want to succeed in a post-pandemic world, modern innovation is an absolute must. Managing operations remotely, in real-time, and with 100% accuracy is only possible with the right systems in place.

In this article, we’ll discuss the key characteristics of a successful field service organization, the role that digital field management software plays in efficient operations, and how you can apply the same strategies to strengthen your business.

Expertly Trained Field Technicians With Device Tracking

Field technicians play a vital role in ensuring that every job, delivery, and inspection request is done promptly and up to standard. However, miscommunication and delays can lead to errors, which could seriously impact the company’s reputation.

Technicians are often asked to visit several locations for time-sensitive procedures, which means that there are more opportunities for mistakes. To avoid this, they must be equipped with the right tools to perform their job well and according to safety and sanitation guidelines.

Field management software features on-demand device and time tracking. Both managers and customers will have real-time access to the technician’s location and deliverables. On the administrative end, this allows business owners to measure efficiency and dispatch technicians quickly. On the customer side, technicians will be able to update customers via any device, providing a more seamless customer experience.

Online Communication And Up-To-Date Information

Field service requires information on-the-go. From troubleshooting problems and reporting incidents to requesting for live chat or phone support, both technicians and customers need real-time access to the database and each other. A mobile field service solution is the key to uninterrupted communication from all sides.

Service requests and site visits have always required seamless communication, but it’s even more essential in the new normal. Multiple communication channels across multiple devices can help minimize in-person interactions. This helps technicians accurately diagnose or troubleshoot issues without putting a customer’s health at risk.

Conducting mobile inspections can also empower customers to solve problems while still being guided by expert technicians. This can reduce the number of minor service requests in the long term, and employees will be able to focus on tasks that require urgent attention and on-site visits.

Real-time communication can assist your technicians in other ways. With work safety guidelines constantly being updated, technicians should always have access to the latest rules and procedures. Any important announcements in compliance with local sanitation regulations are easily implemented across devices through a cloud-based hub. The same announcements can be sent to customers so everyone can make well-informed decisions about staying protected.

Digital Billing, Payment, And Inventory Management

Traditional accounting is prone to human error, so most businesses are choosing digital methods for accurate and reliable results. From automated invoicing and e-receipts to updating assignment statuses, artificial intelligence gathers relevant data and records them as they come in. A cloud-based system maximizes overall efficiency so you and your customers are always on the same page before, during, and after every transaction.

Additionally, inventory management can be challenging with a manual system. An organized end-to-end program allows you to minimize trips to the stockroom and facilitate faster turnovers, and reduce exposure to contaminants. This means that you can confidently provide a risk-free, efficient environment for workers and customers alike.

Responsive Mobile Solutions For Self-Service And Virtual Assistance

Self-service and virtual assistance are becoming increasingly useful in today’s digital economy. Field service organizations with responsive mobile software empower both technicians and customers by giving them the tools they need to be self-sufficient. With innovative cloud-based solutions, your customers can access their account from their own mobile devices to request for assistance and schedule appointments according to their needs.

By offering a platform with more built-in options, customers have full control over the experience from start to finish. This also allows field service managers to assess the urgency of each on-site visit before sending a dispatched technician to each customer. If customers are able to fix things on their end, you can prioritize other projects that require your immediate attention.

FieldConnect: Using Modern Technology To Your Advantage

Field service organizations are only as effective as their management systems. Customers and on-site workers require mobility, connectivity, security, and interactivity for smooth, risk-free operations day in and day out.

FieldConnect provides everything you need to handle documents, job requests, communications, and fulfillment – on any device, from anywhere. With our powerful digital solutions, you can reduce costs, boost productivity, and serve more customers.

Cloud-based technology is secure, more productive, and allows for easy remote workflow in all departments. Don’t get left in the dust by leading competitors in your industry. Request a FieldConnect demo and discover endless possibilities for success today!

Go Paperless To Improve Customer Experience

Businesses are faced with many challenges during the pandemic, especially in terms of delivering an optimal customer experience. In response to the changes brought about by the coronavirus, companies are discovering innovative ways to meet their customers’ growing needs.

These days, processes involving heavy paperwork are proving to be costly and largely inefficient, not to mention a huge risk of potential exposure to the COVID-19 virus. In accordance with local business sanitation guidelines, it helps to reduce or eliminate paper-intensive processes wherever possible.

As your customers transition from traditional to digital amidst the pandemic, so should you. By joining the paperless revolution, your business can offer minimal contact and maximum convenience – resulting in more profitability, productivity, and customer satisfaction in the digital economy.

Keep reading to explore the different ways you can improve customer experience by going paperless.

Minimize Contact By Switching From Cash To Electronic Payments

When money switches hands in a face-to-face transaction, there’s an increased risk of germ transmission. It’s no surprise that the COVID-19 pandemic has accelerated the use of digital payments on a global scale. By going paperless, you can add an extra layer of protection between your employees and customers.

Plus, with digital commerce more in-demand than ever, a wide range of e-payment options will be the key to your success. Whether customers want to pay with credit cards, virtual currency, or e-wallets, giving people the freedom to choose the method most convenient is a must. Electronic payments are also 100% risk-free, instant, and accurate, making it the most sensible option for both buyers and sellers alike.

Send Digital Quotes And Billing Invoices For Improved Efficiency

Paperless billing speeds up the process of booking, paying, and receiving goods. You can quickly create and send invoices at the push of a button, which means less waiting time for your valuable customers. Plus, automatic billing reduces human error, which in turn helps you keep avoidable customer complaints to a minimum – allowing you to focus your manpower on providing real-time assistance when needed.

By integrating field service software with automated accounting features, your customers will always be able to access their transaction history and monitor their credits, debits, and pending deliverables – reducing the need to call in just to get basic account information. This eco-friendly option is also perfect for customers that care about reducing their impact on the environment and business owners that want to spend less on office supplies.

Use Online Forms For Contactless Information Collection

E-forms are the future of data collection. They keep your customers safe both physically and digitally since sensitive information can be encrypted. Digital forms are also easy to edit and reflect changes in real-time, so you can be confident that your customers and field service staff are getting up-to-date info at all times.

Whether you want to collect information for transactions or contact tracing, online forms eliminate errors caused by illegible handwriting. They’re also faster and easier for your customers to fill out. Most of all, contactless touchpoints help minimize the risk of virus transmission to ensure your customers always feel at ease.

Manage All Your Customer Information On A Digital Dashboard

Handling paperwork typically requires face-to-face interaction, but online file management produces similar results without the need for contact. With a reliable digital dashboard, you can manage all your files without having to print out and deliver physical copies to each customer, which is both safer and faster for all parties.

By managing everything on a cloud-based program, you’ll also spend less time on manual data entry and searching for the right document in the middle of chat, email, or phone assistance. Your team will have the ability to access vital information from any device, allowing them to maximize their time on-site and focus on delivering quality customer service.

Protect Your Customers’ Private Information

Digital dashboards hold another major advantage over traditional recordkeeping – privacy and security. With the right software, your customers don’t have to worry about their sensitive information being mishandled or leaked. Transferring data among workers, customers, and managers is quick, confidential, and 100% waste-free. Best of all, your team will have all the tools they need to provide responsive support and top-notch customer service.

FieldConnect | Customer Satisfaction At The Touch Of Your Fingertips

According to the State of Digital Transformation Report, only 7% of companies have fully implemented their digital transformations. This means that a majority of customers are missing out on the benefits of a digitized customer experience. If you want higher customer satisfaction rates, you can start by eliminating paper from your field service organization’s workflow.

Going paperless is made easy with FieldConnect’s end-to-end features. FieldConnect allows business owners to put their customers first with safe, secure, and efficient all-in-one software for a seamless experience from start to finish.

If you’re ready to transition into a paperless future, simply request a demo today. We’ll be happy to help you get started!

Digitizing Field Service Management To Improve Customer Retention

Empowering your customers is key to inspiring loyalty among them. This loyalty, expressed as customer retention, comes with very measurable benefits – retaining an additional 2% of your existing customers can yield similar results to cutting costs by 10%.

Providing this empowerment means that you must upgrade your customer service to respond to your customers’ needs, not just react to when they have problems. In fact, 95% of customers expect proactive, not just reactive communication from the companies with whom they do business. For field service, this means personalizing how you provide service, giving them faster and more convenient access to technicians, and ensuring that they have all of the information they want, whenever they need it.

How do you provide this empowering experience to your own customers when providing field service support? In this article, we’ll explore some of the ways that digital field service management platforms can empower your customers and create repeat business for your company. We’ll also demonstrate how our own solution, FieldConnect, can help you provide this empowerment.

Set Up Self-Service Portals To Give Customers Easier Access To Support

There’s no doubt that quality customer service is key. However, in some cases, empowering the customer means giving them the freedom, information, and control to perform certain tasks themselves.

This can easily be done with field service software that features self-service portals. Customers will be able to request a service order or site visit at the touch of a button, without having to call your support hotline. They’ll also be able to modify their account details without going through support.

By providing on-demand access to many of their most frequent tasks, customers can feel independent. It also frees up your service staff from these requests. Additionally, users are free to request service or information 24 hours a day, even if you do not provide round-the-clock support. This is especially helpful for customers who work on international timetables or mission-critical systems.

Use Analytics And Feedback To Improve Your Personalized Service

One aspect of empowerment that service providers should take note of is personalization. Customers who experience highly personalized service feel that their needs are being addressed – sometimes even before they express them – and this, in turn, makes them more likely to return to your business when they have further field service needs.

To achieve this degree of personalization, you would need to collect data about your interactions with each customer. Digitizing your processes with field service management software gives you that data, providing you with a wealth of insights about how your team fulfills each request.

With these analytics, you can suggest optimal service visits to customers based on their preferred times, schedule regular maintenance based on their needs, and even send their favored technicians in order to build relationships.

You also want to consider your customers’ suggestions. Most software options will allow you to request feedback after every site visit. Take everything they say into account, and use data to gather insights on what they don’t say, but would prefer.

By creating a customer experience that encourages feedback and actually listens to it, your customers will feel like they have contributed to your processes and will be more likely to continue seeking that level of service.

Ensure Your Customers Are Kept In The Loop With Their Service Requests

Another part of customer empowerment is allowing them to check in on their service requests so that they are always aware of the status of each request. Having this ability means that they won’t need to keep calling back to follow up, and they can also check on their maintenance history as well for their own purposes.

FieldConnect | The Key To Long-Lasting Customer Relationships

To ensure customer retention, you must choose a digital field service management solution that represents a continuum of customer empowerment – a single suite that features self-service portals, feedback and analytics, status updates, and easy access and management of customer information, all while offering all of the benefits of digitizing your mobile workforce management.

Mobile Workforce Software: Digital Methods To Protect Customers And Employees From COVID-19

The COVID-19 pandemic has had a significant impact on every industry imaginable, but perhaps the most affected are those that require some form of face-to-face interaction with customers. These include restaurants, retail – and of course, field service.

The field service industry must adopt new processes in order to protect its technicians and customers. That means minimizing all contact between technicians and customers, and preventing the spread of disease with a highly mobile workforce.

With mobile workforce software, field service providers are given a variety of options to protect their customers and employees from the spread of disease, while simultaneously improving the way they do business. In this article, we take a look at how mobile workforce software, such as FieldConnect, can be used in this manner, as well as some of the improvements that they bring to field service management as a whole.

Use Route Analytics For Contact Tracing

One of the biggest components of any mobile workforce platform is route tracking and analytics. This not only provides managers with real-time updates of field technicians’ locations, but also allows their route data to be stored in the system. This allows for extensive analytics that can help managers plan for greater route efficiency and improved scheduling.

These same analytics can also be harnessed to determine the points of contact between customers and technicians. This allows you to set up an ad hoc contact tracing system within your company, and if you get reports that a customer or a field service technician is at risk for COVID-19, you can use your route analytics to identify who they came in contact with – and inform these people accordingly. With these contact tracing efforts, you’ll be able to keep both employees and customers safe!

Prevent Contact With Customers Until The Last Minute Through Digitized Invoicing And Remote Diagnostics

Face-to-face contact in site visits and exchanges of physical paperwork have been essential parts of the field service experience. But because the SARS-CoV-2 virus spreads via respiratory droplets, and may potentially survive on surfaces and transmit the disease from there, these processes must be minimized. With mobile workforce tools, many of these processes can be efficiently digitized, reducing the need for contact.

Automatic, in-software quotations allow your team to quickly produce quotes for customers without any paper exchanged. These are also more efficient and less prone to errors as they are derived from inventory prices and rate tables, and technicians won’t need to call back to the office and get a breakdown. Customers can then pay with electronic, contactless methods.

Site visits can also be reduced by replacing initial in-person inspections with remote diagnostics. High-quality streaming video and remote sensors can help technicians get an idea of the problem without physically showing up at the site. This reduces the number of site visits, which not only lowers the chance of infection but also increases productivity of your technicians, as they spend less time traveling to and from sites.

Reduce Your Reliance On An Office-Based Workflow With Remote Tools

So many processes in field service management require the all-important office visit, but that, of course, entails the risk of disease transmission. More and more businesses are transitioning to a work-from-home environment, and even field service management will have to adapt to the times.

With mobile workforce tools, service providers can carry out their entire back-office workflow within an electronic system. Dispatching technicians for service orders can be done from any authorized phone or computer, and calendars and schedules can be completely automated and digitized to remove the need for paper records. Reports and performance tracking can all be done within the mobile workforce software, along with payroll and accounting.

These digitized processes have far-reaching implications beyond just the protection of your personnel. By migrating to a primarily digitized system, you save plenty of time and money that would have gone to running an office, while improving productivity through automation.

Field Connect | Protecting Your Workforce and Clientele Through Digitization

Aside from the safety benefits, moving to a mobile workforce management platform can increase productivity while lowering your expenses, allowing you to focus on growing your business. But, how should you get started?

FieldConnect should be your first choice! With its robust feature set, seamless integration between back office and the field, and remarkable ease of use – it’s the most advanced product on the market. Implementing our system can lead to as much as $10,000 additional revenue per technician per year.

If you want to find out how FieldConnect can protect your customers and increase your productivity, schedule a demo with us now!

The 4 Tips You Need For The Transition To Remote Field Service Management

Effective field service management involves the interaction of many moving parts, such as dispatching service technicians to the field, or working with a warehouse full of required parts for repairs. Unfortunately, the challenges of field service management have been amplified in the post-COVID landscape, where a large-scale remote transition across many industries has happened with little in the way of preparation.

Switching over to remote during the pandemic creates several concerns for field service. Without a centralized reporting office. there is no single place for personnel to get required parts, submit reports, and receive tasks. Additionally, it is important to minimize contact with customers as much as possible – that means avoiding any contact that is not directly related to an actual field service visit.

In this article, we explore 4 important tips that can help you overcome these challenges, and even leverage the advantages of remote field service teams to improve your productivity and efficiency – even if you return to regular operations. We also provide you with a recommendation for FieldConnect’s software, which combines all of our advice into one unified solution.

1. You MUST Implement Dispatch Software

If you were running an informal phone-and-notebook dispatch system before you went remote, this practice will no longer be sustainable when you’re managing a remote team in the pandemic era. Having a paper-driven office requires a lot of people working in close physical proximity, exchanging potentially contaminated physical documents.

It is imperative that you switch away from cluttered notebooks and stacks of paperwork, and migrate to dedicated field service dispatch software that can help you schedule orders for your personnel and optimize your task management. Such software includes real-time analytics for performance and ongoing orders, and can help you achieve greater efficiency in managing all dispatched personnel. You’ll also reduce paper waste as you move away from your physical records.

In order to make the most out of any software you implement in your processes, it’s essential that you take the time to onboard and train your personnel in best practices. Without this training, your people may end up forming their own processes and habits, which could throw a wrench into your organizational efforts.

2. Equip Every Technician With Time Tracking Tools

Keeping track of your technicians and their orders requires a huge amount of manpower, which may not be available if you’re running a skeleton workforce. With time tracking tools, you can easily determine whether technicians are taking efficient routes, and whether they show up at a customer’s home at all. Some tools even provide analytics for routes taken, allowing you to measure fuel and time efficiency.

Coupled these with time tracking tools to measure billable hours to the minute, and you have a recipe for efficiency that frees up your administrative staff for other tasks.

3. Set Up Digital Inventory Management For Your Parts

Without a centralized office and warehouse, technicians may find it difficult to secure parts for service orders. A digital inventory management solution can solve this problem, automating the entire process of stockroom management and making it easy for anyone to determine the availability of a part, and order it for a customer.

Going digital also streamlines the interaction between technicians and administrative staff, by reducing the number of calls made or the amount of bureaucracy that must be navigated to get a part. Not only does this reduce friction, it also reduces the amount of face-to-face interaction between personnel, which can help prevent exposure.

4. Remote Quotation And Support

Many customers will be understandably wary of allowing technicians into their homes during the pandemic. By using remote support and estimation tools, your technicians can skip an in-person survey visit, by instead having the customer remotely walk them through the problem. From here, technicians can diagnose, assess, and even create a quote from the software.

Field Connect | An All-in-one Remote Field Service Management Solution

We advocate the use of digital tools wherever possible in your field service management pipeline, and having a single software suite that solves all your problems would be even better. With FieldConnect, you can improve your field service processes, increasing performance and customer satisfaction across all avenues while making life easier for you and your team. From dispatch tools to remote quotations, FieldConnect gives you everything you need to transition your team to remote work.

Contact us now for a free demo, and find out how we can improve your processes!