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!

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!

Extend the Capacity of Sage with Field Service Management Solutions from FieldConnect

Managing a team of service technicians is one of the most complex operational tasks. The complications are especially compounded when a field service provider grows in size and reach. These challenges have historically been executed using primarily human labor. But the diverse variables in field service management require time and precision to mitigate unpredictable changes that occur frequently and at a moment’s notice. The management of these many components with human labor has been plagued with errors and inefficiencies—commonly resulting in miscommunications, delays, and incorrect or incomplete information.

But the technology to replace and enhance certain aspects of human labor has developed considerably. One of the most critical advancements in technology has been the development of Field Service Management (FSM) solutions. These software solutions have capitalized on the growth of permanently connected mobile devices and the rapid increase of communication they provide. FSM technology has been able to utilize these developments to manage mobile workforces and field service operations.

The striking growth of Field Service Management technology

Estimates have stated that the global FSM market will exceed a value of more than $5 billion by 2023—more than double its amount from 2017. Customer demands and the logistics of managing field service teams are growing and becoming more complex. Business leaders around the world are realizing and adapting the value of FSM software into their organizations.

The growth of cloud-based systems and the ubiquity of mobile device use has led to a development that makes FSM software a new standard. FSM has overhauled the way managers, service workers, back-office staff, and customers interact and communicate with one another. Studies have displayed that 89% of customers now expect modern technology from their technician scheduling.

It is clear that FSM solutions have created a demand for quality that field service management organizations must provide in order to remain competitive. And integration with legacy platforms is core to this progression. FSM can dramatically expand the function and reach of an organization’s current systems.

Software company Sage has been one of the industry’s forerunners for over three decades. They have been a market leader for integrated accounting, payroll, and payment systems. Sage’s solutions manage accounting, HR, payroll, payments, assets, construction, real estate, and enterprise systems. They now work with millions of businesses in all types of industries around the world.

Sage Intacct and Sage 300 CRE have become powerful resources for various field service providers. Integrating with these tools is a pivotal way for FSM software to further expand its capabilities and support for field service management.

We use this article to examine how industry-leader FieldConnect can help your organization extend the capabilities of Sage using their solutions for FSM software.

Overview

A day in in the life of a technician is made far more fluid and productive using FieldConnect’s mobile solutions. FieldConnect solutions allow a customer to submit a service request through an online portal. Once the dispatch teams produce their assignment, the allocated technician can remotely view the job and complete the work order in the field.

The customer can provide a digital signature upon completion and then receives a digital notification when the transaction is completed. Upon completion, the technician’s timesheet is automatically updated.

Integrating to extend the capacities of Sage

Each of these actions in the Overview section occurs using the field service extension provided by FieldConnect, which is integrated with Sage’s service module and the ERP and accounting system. By integrating with the Sage Intacct Suite and Sage 300 CRE module, there is no longer any reason for your field service team to use outdated timesheet and work order workflows.

This integration with your Sage ERP and accounting system adds insights and efficiencies while eliminating duplicate data. Direct integration with Sage speeds up billing and simplifies the management of service to your customers.

By combining with the power of your legacy Sage systems, FieldConnect tools provide instant access to assigned jobs, history, and equipment to mobile workers. Your organization will also reduce or eliminate paperwork while improving workflows for more timely billing and easier payroll processing.

Additional solutions from FieldConnect to extend your Sage 300 CRE module

  • FieldAcess connects field workers and office staff with our electronic work order software. This minimizes the time between customer sign-ff and invoicing. FieldTime also simplifies technician time review with an integrated review and approval solution.
  • FieldConnect Offline integrates to complete electronic work orders even during times when there is no connectivity.
  • FieldGateway provides access to a modular portal for full web-enabled dispatching, planning, and scheduling. It will also allow instant access to job status and accurate tracking of field technician performance.
  • FieldDirect empowers your organization to win new and add-on business by providing your customers an online, self-service portal.
  • FieldQuotes is a remote quoting solution that permits field technicians and sales staff to instantly quote and close new and add-on business while face-to-face with the customer.

Further Resources

A leader in the field service industry for nearly two decades, FieldConnect has been developed to partner with the powerful solutions of Sage Intacct and Sage 300 CRE.

With a diverse suite of products, FieldConnet’s solutions offer the highest quality in innovation and protection. Secure and efficient cloud-based resources are coupled with the finest partnerships in the industry. This multifaceted approach ensures that their support will extend the capabilities of Sage to its maximum, creating new functionality and opportunity for your business and customers.

Schedule a demo with FieldConnect to begin learning how to extend your optimization of Sage for mobile field service solutions.

Tips for Ensuring Dispatchers Maintain Scheduling

The role of dispatch in the field service industry cannot go understated. Dispatchers are at the center of successful field service organizations. Many allusions to other professions can help us understand the critical and dynamic role dispatch teams fulfill in their support of a businesses’ operations. Let’s explore two.

Imagine the dispatcher is like a circus ringleader. A great leader of any circus ring can be seen juggling—sometimes literally—numerous and diverse acts from moment to moment. They organize and direct these acts with precision while maintaining the highest level of engagement possible from the audience. The circus ringleader balances organization with a customer experience like few others.

It can also be revealing to understand a dispatcher as a team of parents with multiple children. The high school children have a variety of after-school activities or evening events. An infant is in constant need of supervision and care. A toddler regularly finds mischief in the yard or bathtub or a handful of paint on the wall. Parents are charged with managing complex schedules while knowing any plans—regardless of how thorough or exhaustive—must remain flexible and account for sudden changes or emergencies.

Dispatchers play each of these roles in a field service organization. They are organized and multi-talented like the ringleader—directing active, evolving, and complex situations. And they manage these tasks while remaining informed and in communication with a diversity of customers. A dispatch team is also quite like a set of dynamic parents—planning a broad schedule, directing multiple parties, and developing strategies for constant change and emergencies.

The dispatch team orchestrates these responsibilities with the same level of vital importance that a ringleader has to their circus or a parent to their children.

Field service organizations require the pivotal role of the dispatcher, and achieving growth depends on the dispatch team to be optimized for efficiency and reliability.

In this article, we offer a few tips and ideas on reaching and maintaining the highest level of dependability and success from your dispatch team and their core goals for scheduling.

How dispatch management is critical to field service work

The dispatch team is the frontline for both technicians and customers. Dispatchers need to excel at communication. They must be able to manage the concerns and challenges not only of customers but technicians as well. Dispatchers commonly function as a bridge between the service team and the customer—a task that requires the ability to organize, multi-task, and access critical information quickly and efficiently.

Dispatch representatives have a unique and broad vantage point on operations, technicians, and customer profiles. The dispatch team maintains a position similar to the circus ringleader. A dispatcher observes an entire operation and understands where various skills, assets, and priorities can best serve the organization’s overall picture.

Multi-tasking and organization are the life source of dispatch strategy. Dispatchers are always orchestrating a balance between detailed planning and on-the-fly decision-making. The best dispatch team will be empowered with the right resources to elevate their responsibility to the organization and multi-tasking.

Emboldening the critical role of dispatch with the most innovative tools is paramount to any field service organization’s expansion and success. Resources—such as FieldDispatch software from industry-leader FieldConnect—ought to mobilize, engage, and simplify access to information for dispatch teams to achieve and maintain optimized planning and scheduling.

Tips for elevating dispatch management and scheduling

Any list of tips for promoting optimized dispatch services should focus on developing more advanced skills for organization, diminishing pressure in high-stress dynamics, and the adaptability to respond to evolving priorities for technician and customer needs. Ensuring that schedules are sustainable, reliable, and consistent involves a robust approach beyond merely assigning tasks in a calendar.

1. Master prioritization

We would all like to offer the same priority to every customer and technician every time. But limited resources and scheduling restrictions do not permit. Dispatch must become adept at triaging each task, technician, and customer request. A slowly leaking pipe in the garage of a home, for example, is unlikely to need the same priority as the failure of frontline medical

equipment at a hospital. This is a stark comparison, but the principle plays out in dispatch services daily.

Dispatchers need to be equipped with the most relevant resources to ensure proper prioritization of tasks can be executed. A field service dispatch software can reduce a set of complicated tasks to a vastly more manageable system. Dispatch teams can look into service history, access contracts, and quickly make decisions on priority. With features like drag-and-drop calendaring and a robust set of views, dispatchers can ensure that their schedules are sustaining ideal priorities for any field service provider.

2. Refine routing

The time a technician spends on the road directly correlates to service costs and cuts into profits. Dispatchers require awareness of the technician’s location at all times. The dispatcher should use this enhanced knowledge to correlate with traffic demands and predict the fastest and most efficient routes to the customer. Minimizing the costly impact of gas and travel time will maximize scheduling and contribute to sustaining revenue.

Equipping dispatchers with the ability to track technicians through their mobile devices using a field service software solution will dramatically impact the capacity to refine routing. FieldConnect’s experience and services are optimally designed to provide this precise support to your dispatch team.

Keep in mind that part of refined routing is the ability to re-route. Using a dispatch software solution will allow dispatchers to make quick and accurate changes to routes as they arise—fully concentrating on ideal performance.

Ease access to information

Dispatch is a fast-paced set of tasks with multiple inputs and outputs. Customers and technicians are consistently relying on and communicating with dispatchers for information critical to their service. A dispatch team must efficiently and reliably access information while on calls or establishing broad strategies. Having access to a report on the technician’s locations, skills, and availability is critical to managing a successful and flexible schedule. The same information concerning customers should be accessible. Dispatchers need to have a customer’s work history and profile available at the tip of their fingers.

An informed customer is commonly a more profitable customer. Empowering the customer through informative and customized portals is a valuable resource to a dispatch team’s efforts. Suppose a customer can find an answer or make an appointment without the direct assistance of a dispatcher. In that case, the entire operation runs leaner and cleaner. The same customer profiles can embolden dispatchers to make the most informed and timely decisions while on a call.

The FieldDispatch solution will engage any dispatch team in troubleshooting with online access to customer, site, and equipment work order history. Using their own web portal, customers can make service requests on an electronic dashboard and significantly amplify their experience.

Further Resources

Field service management software will assist in optimizing your dispatch efforts and ensure sustainable, refined scheduling.

Any optimal field management software should be guided by a combination of advanced solutions and real experience in field service. FieldConnect combines these unique qualities, utilizing technology informed by years of expert training in the field.

With nearly two decades of expertise in the industry, FieldConnect has grown to be the leader in software solutions for Mobile Field Service providers.

Explore FieldConnect’s suite of services and request a demo today.