- Ensuring workforce efficiency
- Customer satisfaction
Field service management advantages
Tools like augmented reality (AR), cloud-based knowledge sharing, and field service management (FSM) systems are expected to be used in more than half of the field service organisations by 2025. In order to cater to the growing customer expectations, an exceptional FSM tool should reap ROI by not just reducing paperwork but also by speeding up invoicing and doing much more. It should also raise the productivity of the workforce, elevate customer experience, cut costs, and aid in boosting the company’s bottom line.1. Seamless and streamlined communication
FSM software makes communication seamless and keeps the workforce connected, by helping them share information without having to go through tedious workflow. FSM software can be used to plan service calls by dispatchers. Additionally, field technicians can use the FSM tool’s mobile app to stay informed about their assigned jobs and also keep the customers aware about their arrival.2. Time efficiency
FSM software helps contractors save time by making the processes efficient, also by making communication easier. With the mobile version of FSM software, technicians can save time by accessing and offering information to customers on the go. Similarly, dispatchers can save time by gaining visibility into customer data through a single platform.3. Optimized staff management
Managing and scheduling a whole group of deskless workforce demands a lot of time and energy. Additionally, adding a last-minute emergency task can be extremely painful. By implementing a FSM tool, field service offering organisations can certainly benefit by bridging the gap between office, customer and the field.4. Invoicing accuracy and efficiency
Field workers/technicians can make use of the field service management software to take notes in the CRM, generate invoices, and make sure they record signatures on the spot. With the paperless workflow of managing field jobs, technicians do not have the need to return to the office or produce papers once the job is finished.5. Boost customer satisfaction
Customers always demand a seamless and more modernised service experience from companies. In order to satisfy their service-facing demands, companies use FSM tool to offer fully customizable portals with real-time notifications, two-way chat with their assigned technician, warranty coverage, and more. With some of the FSM tools out there, customers can also be provided with technicians or specialists they are already familiar with, they will also have a database where they can view their whole order history. This type of accessibility to historical information can certainly boost the consumer experience, having a great impact in the ROI. FSM software solves some of the most prominent and frequent issues that often affect the continuous client experience a field service firm can/should offer a customer. Such as,- Inability to move the job to nearby technicians, due to the lack of visibility into technician’s location
- Inaccessibility to real-time information on client’s requests, availability and more
- Workflows that demand paperwork
